10 typical customer service processes that are suitable for automation using chatbots and voicebots

1. Answering frequently asked questions (FAQs):

Chatbots can answer repetitive questions such as opening hours, return policies or product information automatically and immediately without the need for an employee to intervene.

2. Making appointments:

Voicebots can schedule appointments for services or consultations and note them in their calendars for customers, freeing up employees.

3. Order status queries:

Customers who want to check the status of their order can do so quickly and easily via chatbots without having to wait for manual processing by employees.

4. complaints and support requests:

Chatbots can recognize basic issues and attempt to resolve them before they are routed to a human agent, which can significantly reduce handling time.

5. Product or service recommendations:

Based on customer preferences and histories, chatbots can make personalized recommendations to improve the shopping experience.

6. Lead generation and qualification:

Chatbots can guide potential customers through the sales funnel, collect information and qualify them before passing them on to a sales representative.

7. Payment information and billing requests:

Customers can use chatbots or voicebots to request their billing information or process payments, speeding up the processing of transactions.

8. Changes to personal data:

Through bots, customers can quickly and securely update their account information or personal data such as address or contact information. Provided the third-party system is connected in compliance with data protection regulations.

9. Surveys and feedback:

Bots can automatically send surveys or collect feedback from customers to gain insights into customer satisfaction.

10. Onboarding and training:

Voicebots can support employees with onboarding and provide information on internal processes or policies.

Automating these processes through chatbots and voicebots offers numerous benefits: it enables round-the-clock availability, reduces waiting times for customers, improves the efficiency of the customer service team and allows human employees to focus on more complex requests that require human empathy.

The integration of chatbots and voicebots into customer service is a step towards a more effective and customer-friendly future. Companies that use these technologies skillfully can improve their service quality while freeing up employees to focus on more valuable tasks.