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3 Steps to Automate Customer Service

Comidor Team — Thu, 13 May 2021 15:52:32 +0000

Did you know that customers cite long wait times as the number one frustration when dealing with customer service? It is incredibly annoying when the customer just needs basic support and information and they have to wait longer than five minutes. While many have the patience to wait, some customers completely stop doing business with brands because of a bad customer service experience.

Large corporations, with their large customer support teams, have no problem meeting their clients’ needs. But what about growing businesses with limited staff? Or with self-employed individuals who support their clients on their own? How do you keep up with a growing business?

In the early stages of a life coach’s journey, for example, they often run their business alone. Aside from having a life coach certification, they also take care of multiple clients with different schedules. How can they focus on their business when they are busy answering questions and fulfilling requests all day?

Automated customer service solves this dilemma without the expensive hassle of hiring new customer service specialists. Not sure where to start with automation? Read these steps on how to automate your customer service system.

Step 1: Create a Well-Structured Knowledge Base

Any customer service automation anchors itself on a thoughtful and well-structured knowledge base.

Even without automation, a knowledge base reduces the workload of your customer service representatives. Instead of searching millions of sources on the Internet, they have a pool of information tailored to your products and services. Links are easily sent to customers who need immediate assistance. In addition, customers usually need assistance immediately when they land on your website. Offering self-service support, such as a knowledge base, reduces the burden on your team. The easier it is for customers to find the information they need, the less likely they are to contact your support staff. When developing a knowledge base, accuracy and structure should be your top priorities. In addition, the resources should be highly visible on your website and other communication channels such as social media.

A good example is a widget on your website with a call-to-action that says, “I need help.” It should be placed in an unobtrusive and strategic location on the page. When a visitor clicks on the button, it should take them to your knowledge base. Providing a seamless customer experience not only reduces the demands on your team but also increases customer satisfaction.

Group the most common questions and information right at the top of the knowledge base. Create logical categories so the information is quick and easy to find. Additionally, integrate a search function so that customers have the option to search for specific answers. Images, infographics, videos, guides, and other forms of content are great additions to your knowledge base, in addition to articles. These will meet your customers’ needs faster while increasing engagement.

Step 2: Integrate your knowledge base with the chat support system

Now that you have a robust resource center, connect it to your existing customer service channels like chat support. Modern support chat platforms typically offer integration with information sources. Once integrated, searching for support is much more seamless, as your customers only need to search for answers within your website’s chat window. Also, install a chatbot to handle the interaction with your customers. This high-tech tool automatically initiates conversations, analyses the customer’s request in real-time, and provides relevant information using your knowledge base. Similarly, chatbots are an integral part of social media automation. They answer posts, direct messages, and other customer-related concerns without leaving your social media company page. Chatbots are great at handling simple requests. They allow you to provide lightning-fast answers to your customers without the need for your team members to intervene.

Even when using a software platform, it is important that every employee has access to important information in order to do their job efficiently and effectively. A chatbot can have a huge impact on how your employees experience their day-to-day work. It can support them in a more natural, engaging, and ultimately human way.

How does Leia, Comidor’s AI-powered assistant, work?

The chatbot retrieves data from a knowledge base and delivers information instantly to end-users. Create your own knowledge base, to serve as a central repository for all the information your chatbot needs to support your employees and answer questions.

Step 3: Develop an Automated Ticket Routing System

Although chatbots and similar apps are making rapid progress, they are still limited to handling basic concerns and inquiries. Your team should still be handling complicated problems. Automation plays an important role in creating an efficient ticket routing system, which is especially important if you have a growing customer base. Ticket routing is the processing of assigning a customer issue to the right department or agent. This approach reduces transfers between agents and departments that increase wait time. Once the customer has exhausted all the assistance offered by the chatbot, the system can automatically route their concern to the team that specialises in that issue.

For example, sales inquiries go directly to your sales or marketing staff and product-related questions to your support team. Instead of manually handling a bunch of requests and assigning them to the next available agent, it’s better to set up routing workflows that automatically assign tickets based on criteria. Use different routing rules and filters such as language, country, product, and topic. Also, set up rules to reject irrelevant tickets in case of spam.

Comidor Low-Code and Automation Platform strengthens your customer service by automating complex requests using Artificial Intelligence and Machine Learning (ML). By following these steps, you can improve the process of managing customer requests and deliver an exceptional customer experience:

Add Comidor public forms to your website and automatically trigger customer inquiry processes.
Use ML text classification models to classify requests into problem categories and AI to identify and categorise the opinions expressed in the customer request details
Use various business rules to prioritise the request and define the responsible department to handle and resolve the ticket
Automate all process steps by building a workflow that orchestrates all customer requests

If you have high-value customers, an automated ticket routing system will ensure that the right customer service representative handles all their concerns. While most changes happen in the background, setting up such a system will greatly improve your customers’ experience. They won’t have to deal with being passed around with no concrete solution to their problem.

What’s next?

Creating a knowledge base, integrating with your chat support system, and setting up an automated routing workflow are just the beginning in automating your customer service. Create automated follow-ups like chat surveys, email feedback forms, and similar messages. This way, you can collect data to analyse, especially to determine your customers’ opinions. You can even ask for email, name, and phone number at the beginning of the chat interaction, which is great for generating leads.

Additionally, most chatbot systems offer analytics that gathers information from interactions and conversations with the system. The insights from the data will highlight areas for improvement and identify problem areas. Automation can also be easily extended to email support systems. Set up processes that automatically generate tickets when emails are received from the customer. Just like chat support, you can use your ticket routing system here to centralise your text-based support operations. Your knowledge base is also critical to developing automated email support.

Fortunately, you don’t need to learn artificial intelligence or programming to establish automation in your business processes. Many automation and customer support solutions have built-in no-code or low-code capabilities that allow you to create custom automated workflows and processes.

Customer Support for Logistics

READ THE CASE STUDY

Customer Support for Logistics

READ THE CASE STUDY

The post 3 Steps to Automate Customer Service appeared first on Comidor Low-code Automation Platform.

7 – Projects (Risk Management and Lessons Learned)

Marketing Team — Wed, 27 Nov 2019 11:39:26 +0000

For successful Projects monitoring, you need to track not only risks but also customer complaints, issues, actions, assumptions and lessons learned.

Risks can be monitored either from the related Project’s inside or from Risk Management table, which brings all Risks from multiple Projects.
Actions can be monitored either from the related Project’s inside or from the Actions unit, which brings all Actions from multiple Projects.
Lessons Learned can be monitored either from the related Project’s inside or from Lessons Learned unit, which brings all Lessons Learned from multiple Projects.
RAG Status Parameters setup is described in Projects (Project Scheduling).

Risks in a Project

Go to Modules Menu Icon > Project Management > Projects.
Enter the Project you wish from the list of Projects.
Click on the Risks tab.
To create a new Risk, press the + icon and:
- Fill in the Status, Description and the Date that the risk is Opened.
- Continue adding Impact and Probability on it. Selecting specific options from these lists will bring a Colour status on the Risk entity later.
- Add the Proposed Action, Workstream and select the Owner of this Risk, if any.
- Later on, on this Project, you may want to add the Date Closed, Reason Closed, Next Review Date or add some Mitigation/Comments.
- Click on Save to save the new Risk, on Save and New to save this and start creating another one. Choosing to Save and Notify, Risk will be saved and you could send Note-Notification upon its creation not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To edit a Risk, click on it from the list of Risk entities and press the pencil button. Adjust the information you wish and then press Save to save the Risk changes. Choosing to Save and Notify, Risk will be saved and you could send Note-Notification upon its edit not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To delete a Risk, multi-check Risks, so as to Delete
To export Risks, multi-check them.
Alternatively, you may (multi)-check Risk and directly convert into Issue, by pressing Move to Issue.

Risks in multiple Projects

Go to Modules Menu Icon > Project Management > Projects and press the Actions button and select Risk Management. Alternatively, navigate to Application Menu Icon > Projects> Risk Management > Risks.
Here are displayed all Risks from all Projects that you are a Project Manager/Supervisor and you have access on.
To create a new Risk on a Project, press the + icon:
- Select a specific Project from the list.
- Fill in the Status, Description and the Date that the risk is Opened.
- Continue adding Impact and Probability on it. Selecting specific options from these lists will bring a Colour status on the Risk entity later.
- Add the Proposed Action, Workstream and select the Owner of this Risk, if any.
- Later on, on this Project, you may want to add the Date Closed, Reason Closed, Next Review Date or add some Mitigation/Comments.
- Click on Save to save the new Risk, on Save and New to save this and start creating another one. Choosing to Save and Notify, Risk will be saved and you could send Note-Notification upon its creation not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To edit or manage a specific Risk that is added on a Project, enter it from the list of Risks, and:
- Edit a Risk by pressing pencil button, adjust fields and press Save to save the Risk changes. Choosing to Save and Notify, Risk will be saved and you could send Note- upon its edit not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
- Click on Actions button to perform one of the following:
  - Delete the Project Risk. A confirmation message appears.
  - Print the current tab view with Project Risk information.
  - Link with another Comidor entity, e.g. a Project, an Event, etc. Learn more about how to add a Link in Data Management.
  - Send Note-Notification about this Risk not only to users but also to external recipients via email.
  - Move to issue, so as to convert quickly a risk into Issue on that Project.
- Press Tags tab, to add a new Tag on that Risk that it may be private, group, internal or public. From this point, you can also manage old tags that have been added on that Risk.
- Press Links tab, to see already added Links or add a new Link with another Comidor entity. Check Data Management for more. Press Activity History tab, to track changes or Unlink and added Link.
To manage multiple Risks at once, multi-check them and then:
- Delete A confirmation message will appear.
- Link with adding a new Link with another Comidor entity. Press in Links to Unlink an added Link.

Issue Logs in a Project

Go to Modules Menu Icon > Project Management > Projects.
Enter the Project you wish from the list of Projects.
Click on the Issue Logs tab.
To create a new Issue Log, press the + icon and:
- Fill in the Status, Description and from whom this has Raised by.
- Continue with Date Opened, Severity Rating, and Due Date.
- Later on, you may fill in the Impact, Date Closed and add some Comments.
- Click on Save to save the new Issue Log, on Save and New to save this and start creating another one. Choosing Save and Notify, Issue Log will be saved and you could send Note-Notification upon its creation not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To edit an Issue Log, click on it from the list of Issue Log entities and press the pencil button. Adjust the information you wish and then press Save to save the Issue Log changes. Choosing Save and Notify, Issue Log will be saved and you could send Note-Notification upon its edit not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To delete an Issue Log, multi-check Issue Logs, so as to Delete.

In case you have set a RAG Status parameter set for Open Issues, RAG Status will change upon the specified criteria.

Assumptions in a Project

Go to Modules Menu Icon > Project Management > Project.
Enter the Project you wish from the list of Projects.
Click on the Assumptions tab.
To create a new Assumption, press the + icon and:
- Fill in the Assumption.
- Then, add the Date Recorded.
- Add the Workstream and select from whom this Assumption has Raised by.
- Finally, add the Impact Description and some Comments.
- Click on Save to save the new Assumption, on Save and New to save this and start creating another one. Choosing Save and Notify, Assumption will be saved and you could send Note-Notification upon its creation not only to users, but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To edit an Assumption, click on it from the list of Assumptions entities and press the pencil button. Adjust the information you wish and then press Save to save the Assumption changes. Choosing Save and Notify, Assumption will be saved and you could send Note-Notification upon its creation not only to users, but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To delete an Assumption, multi-check Assumptions, so as to Delete.

Customer Complaints in a Project

Customer Complaints can be matched with an Action.

Go to Modules Menu Icon > Project Management > Projects.
Enter the Project you wish from the list of Projects.
Click on Customer Complaints
To create a new Customer Complaint, press the + icon and fill in the Basic Info:
- First, add a short Description and the Category of this Customer Complaint.
- Then, complete the Date Opened and the Owner of this Customer Complaint.
- Impact and Priority of this Customer Complaint can be added.
- Date Closed can be added later.
- Customer Complaints can be matched with an Action.
- Click on Save to save the new Customer Complaint, on Save and New to save this and start creating another one. Choosing to Save and Notify, Customer Complaint will be saved and you could send Note-Notification upon its creation not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure. When a new Customer Complaint is added, a System-Notification will be sent to the Project Manager.
To edit a Customer Complaint, click on it from the list of Customer Complaints entities and press the pencil button. Adjust the information you wish and then press Save to save the Customer Complaint changes. Choosing to Save and Notify, Customer Complaint will be saved and you could send Note-Notification upon its edit not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To delete a Customer Complaint, multi-check Customer Complaints, so as to Delete.

Actions in a Project

Go to Modules Menu Icon > Project Management > Projects.
Enter the Project you wish from the list of Projects.
Click on the Actions tab.
To create a new Action, press the + icon:
- Fill in the Status, Description and select from whom the Action is Raised by.
- Continue adding the Date Opened and the Due Date.
- Then, add Impact on it.
- Later on, on this Project, you may want to add the Date Closed, Severity Rating, and add some Comments.
- Click on Save to save the new Action, on Save and New to save this and start creating another one. Choosing to Save and Notify, Risk will be saved and you could send Note-Notification upon its creation not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To edit a Risk, click on it from the list of Actions entities and press the pencil button. Adjust the information you wish and then press Save to save the Action changes. Choosing Save and Notify, Action will be saved and you could send Note-Notification upon its edit not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To delete an Action, multi-check Actions, so as to Delete.

Actions in multiple Projects

Go to Modules Menu Icon > Project Management > Project Actions.
Here are displayed all Actions from all Projects that you are a Project Manager/Supervisor or you have access on.
To create a new Action on a Project, press the + icon and:
- Select a specific Project from the list.
- Fill in the Status, Description and from who this is Raised by.
- Continue adding the Date Opened and the Due Date.
- Then, add Impact on it.
- Later on, on this Project, you may want to add the Date Closed, Severity Rating, and add some Comments.
- Click on Save to save the new Action, on Save and New to save this and start creating another one. Choosing Save and Notify, Action will be saved and you could send Note-Notification upon its creation not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To edit or manage a specific Action that is added on a Project, enter it from the list of Actions, and:
- Edit an Action by pressing pencil button, adjust fields and press Save to save the Action changes. Choosing Save and Notify, Action will be saved and you could send Note-Notification upon its creation not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
- Click on Actions button to perform one of the following:
  - Delete the Project Action. A confirmation message appears.
  - Print the current tab view with Project Action information.
  - Link with another Comidor entity, e.g. a Project, an Event, etc. Learn more about how to add a Link in Data Management.
  - Send Note-Notification about this Action not only to users but also to external recipients via email.
- Press Tags tab, to add a new Tag on that Action that it may be a private, group, internal or public. From this point, you can also manage old tags that have been added on that Action.
- Press Links tab, to see already added Links or add a new Link with another Comidor entity.

To manage multiple Actions at once, multi-check them and then:
- Delete A confirmation message will appear.
- Link with adding a new Link with another Comidor entity. Check Data Management for more.

Lessons Learned in a Project

Go to Application Menu Icon > Projects> Projects.
Enter the Project you wish from the list of Projects.
Click on the Lessons Learned tab.
To create a new Lesson, press the + icon and:
- Fill in the Category and the Recommendation.
- Continue adding Impact on it.
- Match this Lesson Learned with an Issue Name, if applicable.
- Add the Problem/Success
- Choose who to Notify from the Groups list.
- Click on Save to save the new Lesson, on Save and New to save this and start creating another one. Choosing Save and Notify, Lesson will be saved and you could send Note-Notification upon its creation not only to users , but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To edit a Lesson, click on it from the list of Lesson entities and press the pencil button. Adjust the information you wish and then press Save to save the Lesson changes. Choosing Save and Notify, Lesson will be saved and you could send Note-Notification upon its edit not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
To delete a Lesson, multi-check Lessons, so as to Delete them.

Lessons Learned in multiple Projects

Go to Modules Menu Icon > Project Management > Lessons Learned.
Here are displayed all Lessons Learned from all Projects that you are a Project Manager/Supervisor or you have access on.
To create a new Lesson Learned on a Project, press the
- Fill in the Category and the Recommendation.
- Continue adding Impact on it.
- Add the Problem/Success
- Choose who to Notify from the Groups list.
- Click on Save to save the new Lesson, on Save and New to save this and start creating another one. Choosing Save and Notify, Lesson will be saved and you could send Note-Notification upon its creation not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.

To edit or manage a specific Lesson Learned that is added on a Project, enter it from the list of Lessons Learned, and:
- Edit a Lesson Learned by pressing pencil button, adjust fields and press Save to save the Lesson Learned changes. Choosing Save and Notify, Lesson Learned will be saved and you could send Note-Notification upon its edit not only to users but also to external recipients via email. Alternatively, click Cancel to cancel the procedure.
- Click on Actions button to perform one of the following:
  - Delete the Project Lesson Learned. A confirmation message appears.
  - Print the current tab view with Project Lesson Learned information.
- Press Tags tab, to add a new Tag on that Lesson Learned that it may be a private, group, internal or public. From this point, you can also manage old tags that have been added on that Lesson Learned. Putting Tags in Lesson Learned may help you in grouping them, filtering and finally find them easier.
- Press the Activity History tab, to track changes.
To manage multiple Lessons Learned at once, multi-check them and then Delete. A confirmation message will appear.

The post 7 – Projects (Risk Management and Lessons Learned) appeared first on Comidor Low-code Automation Platform.