In a world where time is of the essence, customers demand nothing but the best when it comes to customer service. We’ve listed their top 5 expectations below. 

  1. Convenience 
  2. Professional and Friendly Interactions with Customer Service Reps
  3. Faster Response and Resolution of Issues
  4. Transparency – Updates on Their Service Tickets
  5. Competitive Pricing for Non-Warranty or Paid Services

Meeting these can be a challenge for customer service teams, but automation can play a crucial role in addressing these expectations and improving the overall customer experience. In this blog, we will explore them in depth, and discuss how automation can help address them.

1. Convenience

One example of convenience that customers expect from customer service is the ability to contact the company through multiple channels, such as phone, email, and live chat. This lets customers to select the method of communication that is most convenient for them. This means that they need to be able to access customer service quickly and easily, without having to wait in line or call a customer service representative – whenever they need support – on a 24/7 basis. 

Example:

Imagine a customer trying to set up a new device, they expect to reach customer service with minimal effort, whether it’s via phone, email, live chat or social media. Customer service automation can provide a 24/7 virtual assistant that can answer common questions, troubleshoot basic issues, and even escalate more complex concerns to a human representative, all through a chatbot.

Also, automation can bring personalization to the customer experience by using machine learning to remember previous interactions, preferences, and, thus providing a tailored experience.

In this situation, the customer should feel like they are searching for a specific item in a department store and finding it effortlessly without having to navigate through different sections or ask multiple people. If customer service teams can provide this level of convenience through automation, it will foster trust and loyalty, resulting in a positive experience for the customer.


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2. Professional and Friendly Interactions with Customer Service Reps

Customers expect professional and friendly interactions with customer service reps, and automation can play a role in helping to provide this experience.

Example:

Imagine a customer reaching out to a company’s customer service team through a chatbot on their website. This chatbot is not only able to understand the customer’s inquiry, but also respond in a courteous and professional manner, recognizing the customer’s sentiment and providing accurate information. Utilizing pre-written phrases, designed to be polite and attentive, the chatbot ensures the customer feels heard and valued throughout their interaction. 

And with automation in place, customers can expect the same level of professional and friendly service every time they reach out, regardless of which representative they are speaking with. By delivering a human-like, trust-building experience through automation, the customer service team can foster loyalty and satisfaction among their customers.

3. Faster Response and Resolution of Issues

Customers expect faster response and resolution of issues when interacting with customer service teams, and automation can play a significant role in providing this convenience.

Example:

Think of a shopper wandering through a bustling department store, searching for that one elusive item. With each step, the urgency grows, but just as frustration begins to set in, a friendly sales associate appears, armed with the knowledge and tools to guide the shopper directly to their desired purchase.

This is the same experience that a customer should have when seeking assistance with a product or service. The customer service team, equipped with the power of automation, can swiftly navigate the customer to the right person or department, providing a resolution or next steps in a timely manner. This not only saves valuable time but also fosters customer loyalty, making for a really rewarding experience.

4. Transparency

Customers expect transparency from customer service –  they want to know what’s going on behind the scenes and how their inquiries are being handled. Automation can play a role in providing transparency in customer service interactions. Transparency brings predictability and hence the sense of being in control, transforming the customer experience at each touchpoint. 

Example:

Imagine a customer is inquiring about an order they placed. They expect to have access to real-time updates on the status of their order, which can be provided through an automated system. The customer can check the status of their order on the company’s website or through a chatbot, which can provide accurate and up-to-date information. Automation can also help in providing the customer with an estimated time of arrival, tracking number or other relevant information.

Also, automation can also help in keeping the customer informed about the progress of their inquiry or issue. For instance, a chatbot can send automated messages to the customer, letting them know that their inquiry has been received, is being processed and when it has been resolved. This way, the customer can feel informed and in control of the process.

Here, the customer should feel like they have a clear view of the process of their inquiry like a person who is looking through a window and can see what’s happening behind the scenes. If the customer service team can provide transparency through automation, it will help to build trust and loyalty with the customer, resulting in a positive experience.

5. Competitive Pricing for Non-Warranty or Paid Services

Customers expect cost-effective pricing when it comes to non-warranty or paid services, and automation can play a role in providing this convenience.

Example:

Imagine a customer is inquiring about a paid service or an upgrade that a company offers, such as a software or hardware upgrade. Using automation, the customer service team can provide an online pricing tool that allows customers to easily compare different options and pricing plans, and make an informed decision. This tool can be integrated with the company’s website or through a chatbot, which can provide accurate and up-to-date information.

Automation can also help in providing discounts, coupons or other promotions to the customer. For instance, a chatbot can send automated messages to the customer, letting them know about special offers or promotions that are currently available.

In such a case, the customer should feel like they are in a store where they can see different options and pricing and decide what’s best for them. If the customer service team can provide cost-effective pricing through automation, it will help to build trust and loyalty with the customer, resulting in a positive experience.

In case of post-purchase services during and beyond the warranty coverage timeline, automation helps to significantly enhance service team productivity, which can lead to a drop on cost of service management. Companies can pass on this cost reduction to their customers for post-warranty, paid services and build a competitive advantage. 

In conclusion, automation is a powerful tool that can help customer support and field service teams to meet the high expectations of their customers. Customer service automation can also provide a significant competitive advantage by way of lower cost of customer service, faster response and resolution and better experience to customers. To take advantage of the benefits of automation, we invite you to sign up for our customer service management automation solution today. 


With Asita’s powerful customer service solution and expert support, you can improve the overall customer experience and grow your business. 

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