Service Automation: What Is It and Why Should CX Teams Care About It Illustration

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Service Automation: What Is It and Why Should CX Teams Care About It

Service Automation: What Is It and Why Should CX Teams Care About It

Service automation benefits and software

Summary: 

  1. What is Service Automation?
  2. What are the benefits of Service Automation?
  3. Examples of Service automation
  4. Service Automation Software for Customer Service

What is service automation illustration

What is Service Automation?

Service automation is the condensation of many human-centric services into a streamlined, software-based online platform. It is services that maintain the integrity of what service is while automating background tasks to provide a seamless user experience. This automated services definition can encompass both end-to-end automation, such as is provided by Netflix, or partial automation, such as is provided by Uber. 

Traditional business models require constant human involvement to book, manage, collect payments, respond to questions, and organize data from multiple platforms. This method is an old way of viewing service. Now, automation personnel services allows you to accomplish all these tasks at the click of a button. Companies with service management automation requirements use software to automate almost all those tasks, freeing up human hours to respond promptly to more complex customer questions and design even better future solutions. 

Benefits of service automation illustration

What are the benefits of Service Automation?

The age of automation and the rise of the service sector has arrived. IT service automation is the driving difference between companies that struggle and those that thrive in today's internet era. Some of the biggest industry disruptors in the last two decades were the first to automate their service fully. The professional service automation framework works because it is more convenient, time-efficient, predictable, personalizable, and cost-efficient than previous business methods. More and more companies are beginning to automate their services because they recognize how they can improve the customer experience, employee satisfaction and ultimately drive sustainable profit margin increases.

Automated services are far more convenient than analog models. It combines all data into a straightforward platform, meaning agents can easily find account information, conversation history, and other crucial data in one place. Companies can integrate professional service automation software with tools such as Oracle and Zendesk, along with chatbots, slack, and email channels so that employees can find and disseminate information wherever is most convenient for them. 

As an offshoot, the convenience that stems from all your information in one place also means that client and business information or requests are less likely to get lost, switched, or misdirected. However excellent your team is, human error is inevitable. Automation temporary service removes a lot of that human error.

Automation staffing service also makes the experience more convenient for clients. Today's consumers value services that can provide them with information or products in seconds, all at the click of a button. It is difficult for humans to achieve this level of product knowledge and speed. Now with a web service test automation framework, they do not need to.

With a heightened convenience comes a massive improvement in time efficiency. Now that technology performs all the simple but time-consuming tasks, humans can focus on more complex matters such as responding to customer questions and complaints and designing even better future services. Repeating the same simple task on repeat every day can lead to boredom and job dissatisfaction in employees performing simple tasks. Now, these tasks are automated, and they can use their time to perform tasks that will boost company value and job satisfaction. In turn, this will lead to improved customer satisfaction because they will get to interact with more intellectually stimulated, passionate employees.

Web service testing automation also improves predictability in service quality and user volume. CX teams that automate their services do not need to worry about staffing service teams for high versus low volume times because the automated services work the same regardless of user volume. You also guarantee customers an easy, user-centric experience from the convenience of their device.

While traditional companies must rely on training programs, incentives, and constant supervision to ensure all employees treat customers the same way, automated companies can rest assured that their app delivers the same quality service to each user.

Interestingly, automation personnel service can also help to provide a more personalized experience. Customers can now use forms to fill out their preferences, and software can save those preferences for every future interaction. Instead of re-introducing themselves to every new employee, automated services already know enough about the customer to maximize their satisfaction.

Finally, cloud service automation tools save billions by transitioning tasks from people to simple online platforms. Automation is an investment, but it has an ROI that makes every penny worth it. Customers are often more likely to use a company with service automation due to the factors mentioned above. Hence, as you drive down operational costs, you are also likely increasing your revenue. Companies that automate their services win on both ends in this case.

Examples of service automation illustration

Examples of Service Automation

Let us dive into some real-world service automation examples. Automation control service occurs everywhere, from automation in IT services to food automation service techniques, but here we will focus on a few critical industry examples of automation that we likely all have used.

An example of automated service is: Netflix is the gold standard for complete end-to-end home automation service in the entertainment industry. It uprooted the traditional video rental model to provide a seamless in-home movie experience. On the user end, everything from payment plans to movie recommendations occurs immediately, without the need to spend time interacting with live agents. From the company's perspective, they do not need to spend money to rent retail locations or pay employees to collect payments and provide movie recommendations. Instead, they can use that money to add additional value to their company by producing shows and movies (we will not get into whether Riverdale is truly adding value, though.)

Project service automation has also driven growth in the music sector of the entertainment industry. Spotify allows users to choose from its comprehensive song selection and automatically pays the artist when someone streams their song. The commercial process behind stocking records and CDs in stores, routing the money back to the artist, and promoting and selling the music in stores is now a single instantaneous step. In just a few years, streaming services such as Spotify almost wholly replaced the entrenched music sales model thanks to its cloud service automation strategy's success.

Let us now consider some self service automation examples wherein the end service remains analog, but everything surrounding that service, from booking to payment, is automatic. Uber is another leader in field service automation. They upended the taxi industry by automating every aspect of their service except for the ride itself. Customers appreciate that they can order a cab and automatically pay for the service call within an app. Since Uber does not need to rent taxi locations and hire dispatchers, it is also cheaper, which adds further incentive to switch to the automated option. From the company's perspective, automating the dispatch service streamlines their workflow and allows them to spend more human hours on marketing and developing rather than managing day-to-day functions.

In the hospitality and tourism industry, Airbnb is proving that service automation causes business to boom. Its automation temp service provides a much higher degree of personalization than other hotel booking services. This facility is because customers can choose from a broader range of properties and narrow their search based on what service qualities are valuable to them. It is another example of a business where the ultimate service remains the same, but the online application automates the search, booking, and payment steps.

Automation customer service software such as Ada is changing the way we think about service. Ada chatbots automate considerable amounts of the customer service experience, leaving agents free to handle the most complex and high-profile service requests. The chatbot integrates with sales platforms such as Salesforce, Oracle, Zendesk, and Intercom and email and slack channels so that all functions work within the same interface. The bot is automated to answer simple questions, and if it cannot answer the question, it routes the conversation history directly to the team that can best answer it. This automated routing of messages saves customers time on hold, and it saves agents time transferring calls from department to department.

Service automation software for customer service illustration

Service Automation Software specifically for Customer Service

Many software exists that provide customer service automation. Below we will use a web service automation testing framework to compare a few industry leaders in automation as a service based on some crucial consumer values. While many other factors contribute to a high-level service automation software experience, this table is a good starting point to analyze your options. 

Service

Ada

Hubspot

Bold360

Service desk automation

Yes

Yes

Yes

Offers performance analytics across platforms

Yes

Yes

Yes

Can automate management of appointment bookings

Yes

Yes

No

Provides comprehensive in-person trainings if desired

Yes

Yes

No

Ready-to-use and personalise bot template

Yes

No

No

Can recognize tone and sentiment in customer speech

Yes

Yes

No