{"id":19362,"date":"2021-08-04T08:21:34","date_gmt":"2021-08-04T07:21:34","guid":{"rendered":"\/gb\/en\/blog\/?p=19362"},"modified":"2023-01-16T17:18:30","modified_gmt":"2023-01-16T17:18:30","slug":"advantages-and-disadvantages-of-automating-customer-support","status":"publish","type":"post","link":"\/gb\/en\/blog\/advantages-and-disadvantages-of-automating-customer-support\/","title":{"rendered":"Advantages And Disadvantages of Automating Customer Support"},"content":{"rendered":"

Here\u2019s a riddle: who is hard to find, even harder to retain, and very easy to lose? It depends on whom you ask, but if you ask business owners, their answer will be loud and clear: customers. And don\u2019t take their word for it, here are some numbers that speak for themselves.<\/span><\/p>\n

T<\/span>oday, a business\u2019s number one goal is not finding new customers, it\u2019s keeping the old ones. In fact, attracting new customers rather than keeping existing ones has become so much more expensive that we\u2019re talking about <\/span>exponential numbers<\/span><\/a> here. This priority shift points at good customer service as the cornerstone of a successful business.<\/span><\/p>\n

Customer service mistakes are quite costly these days. Even though fewer customers may be experiencing problems, more customers <\/span>are inclined to complain<\/span><\/a> about customer service problems than ever before. <\/span>There is good news too though – <\/span>Harvard Business Review<\/span><\/a> has figured out that if you manage to increase customer retention by only 5%, your revenue can potentially rise by as much as 95%.\u00a0<\/span><\/p>\n

So this is the environment customer support is in – high stakes, high risks, and high rewards. As we enter the world of great expectations from the customer side, <\/span>we also expect customer service tactics to adjust accordingly, but this is not always the case.\u00a0<\/span><\/p>\n

Speed of adaptivity plays a key role here, as <\/span>consumers tend to have their expectations for customer service <\/span>increasing<\/span><\/a>. Companies feel immense pressure to catch up – and that’s where customer support automation can save the day. Let\u2019s see what it\u2019s all about and how much of it you actually need.<\/span><\/p>\n

\"Apify<\/p>\n

Image source<\/span><\/a><\/p>\n

What do we mean when we speak of automated customer support?<\/span><\/h2>\n

Customer service automation involves using tools and techniques to partially automate the processes performed by human customer support agents. Its purpose is to increase reps\u2019 productivity, reduce human intervention, and solve customer problems more efficiently. As a consumer, each of us has come across some form of customer support automation. For example:<\/span><\/p>\n