Making customer service scalable with chatbots

Jan 1, 2019

We discuss how to scale customer service to keep up with customer expectations without increasing costs or hiring more staff.



If you lead a customer service team, department or a company, welcome!, you are in the right place.

Articles on customer service management are full of strategies on how to increase productivity or make customers happy, and they usually feature companies that have way more budget than you could ever dream of. But let’s be honest, if you are managing a customer service team, or a company, you are probably a very smart person, who has already thought of most of those great ideas.

Scaling customer service is expensive

The problem isn’t management, it’s money. There is an innate tension between the money a company can afford to spend on customer service and the amount of money needed to create the perfect 24/7 customer support team. In most cases, if you want volume, you need to compromise on quality and vice versa. But there’s a catch.

A lot of customer service revolves around repetitive questions and tasks that don’t require the full skill set of a good customer service agent. If you could find a way to remove those tasks or make them faster you would increase your customer service effectiveness without having to expand your team.

Let’s start with a classic example: a customer worried about their order/ticket/delivery. Depending on how complex your backend system is, and how stressed the customer is, a good half of the interaction will be spent asking the customer for details and looking up the status of the product. If you automate that part of the interaction you will instantly double the volume of queries your team can handle.

The interaction, if you choose to, can remain largely human-to-human but, technology can help remove the most time-consuming and repetitive elements of it, reducing wait times, and increasing efficiency. If you choose to go down the AI route you can also gradually train your system to take over more and more tasks, allowing you to scale up without adding cost.

If you are on a tighter budget, a simple chatbot can go a long way, even if it works hidden in the background retrieving information from elsewhere in the company. These simple principles are behind some of the most successful customer service operations in the world. In the last few years they have also become more affordable, easy to use, and scalable.

To help you understand how chatbots can be implemented in your company, we have put together a great team of experts that will analyze your situation, help you understand the options, and guide you towards the best solution, all for free…to reach out to them and get a free consultation…