One of the biggest challenges for a growing company is customer service. You have to communicate with too many people, requiring resources and staff to handle routine communications. Have you heard about automated communications? They could be the solution to this problem.

Even if you have a great customer service team, using this type of communication could help you attract more customers and get better responses. If you want to learn more about it, we’ll tell you all about chat and call automation, along with its numerous benefits.

What is Automated Communication?

Automated communications are those conducted without human intervention. These include AI-powered chatbot services, automatic mobile messages, or even machine-generated calls and announcements.

In the past, these systems were outdated and often unsatisfactory. However, recent advancements have made communication much smoother, often hard to distinguish from human interactions. That said, they won’t replace human agents, as their involvement will still be needed at times. The key lies in striking a balance between the two.

Benefits of Automated Communication with Customers

If you implement this system, you’ll gain the following advantages:

• Time-saving: A well-designed automated system saves human agents’ time, allowing them to focus only on the most complex calls, while machines handle more routine and frequent tasks.
• Scalability: As mentioned earlier, a company struggles to scale if it can’t manage all its customer inquiries. With this system, you can handle more requests without significantly increasing staff.
• Cost-saving: Automated communications are cost-effective compared to the advantages they bring.
• Faster communication: If well-programmed, automated responses can quickly address FAQs, making them more efficient than traditional methods.
• Higher customer satisfaction: While some users prefer speaking with a human (which is why we don’t replace them entirely), others value speed and not having to wait on hold. With this tool, you can resolve their inquiries promptly, boosting satisfaction.
• Personalized communication: AI enables total personalization, learning from each customer and creating responses tailored to individual customers. Instead of generic answers, replies adapt based on purchase history, location, and other behavioral data.
• Available 24/7: A human agent works around 40 hours a week, whereas automated communications are available 24 hours a day, 7 days a week.
• Better data collection: AI also gathers customer data as it interacts with them. This data is very useful for creating targeted campaigns and understanding customers better.
• More conversions: All of the above contributes to increased conversions. For example, a chatbot on your website can automatically resolve questions and concerns, leading to more sales.
• Integration with other systems: Lastly, this system integrates with CRM and other business tools like WhatsApp Business.

Best Automated Communication Strategies

When implementing automated communications, you can follow various strategies. For instance, using advanced chatbots allows you to interact with customers and learn from each interaction. However, messages perform better with prior segmentation, based on customer data.

To collect this data, you should integrate it into your CRM and continuously track how your communications are performing. You can gather data using elements such as surveys or monitoring customers’ social media activity.

Typically, automating the most repetitive tasks, like FAQs, and leaving more complex inquiries to humans works best. Another option is to develop web content like FAQs and tutorials to save time and offer a self-service resource.

Finally, remember that customers want an omnichannel experience. Therefore, integrate automated messages across multiple channels. Have one on your website, another in your app, and even integrate it with Facebook or WhatsApp Business. This will allow you to communicate with customers quickly across all possible channels.

How We Can Help You

Now you’ve seen how automated communications can boost your productivity. How can you implement this in your company? At indigitall, we help you do so with a range of solutions, such as Chatbots, Facebook chat, personalized messages with images and GIFs in your app, and both inbound and outbound communication channels.

For example, our AI chatbot service can understand and process what users say thanks to artificial intelligence, allowing it to engage with customers almost as naturally as a human agent. Want to try the tool? Contact us for more information. We look forward to hearing from you!