Selecting the right self-service automation software is a crucial step in automating customer support. It’s important to understand your customer service workflow, your goals, and whether you have the internal resources to implement the system.
Your customer service workflow can be complicated and non–linear. As a customer, you may start a request for help with a live chat, then escalate to a phone call or email, and then follow up with a website forum if you’re still unable to resolve your issue.
Once you know what you’re trying to achieve, you can start to look for customer service automation software. Here are some questions you should be able to answer about the software:
- How will the software fit into your current customer support workflow?
- Is the software flexible enough to meet your needs?
- Is the software easy enough for your team to use?
- Is it easy for customers to use?
Schedule a personal demo today to see how you can improve your self-service channel with Activechat.