This content originally appeared on Level Up Coding - Medium and was authored by Thomas Schijf
Going No-Code in Customer Service Automation — Everything You Need to Know
Customer service automation technology is rapidly growing, providing new opportunities for businesses to improve their customer service processes. In this article, we’ll be delving deep into going no-code in customer service automation. We’ll be looking at why no-code is growing so popular, the benefits of going no-code, looking at some case studies, and discussing how you can get started.
Customer service is essential for retaining customers. 93% of consumers are more likely to make repeat purchases with companies that offer a stellar customer experience. Plus, your business only needs to increase customer retention rates by 5% to increase profits by up to 95%. Thus, investing in your customer service processes guarantees a high ROI.
If you’re looking to build customer loyalty, improving your customer service is a great starting point. Three out of five customers agree that excellent customer service makes them feel more loyal towards a brand. Studies have also shown that the reverse is true, with 80% of consumers moving to a competitor after one bad experience with a brand and one negative customer experience taking at least 12 positive experiences to correct.
So, why will no-code revolutionize your customer service and automation processes? Let’s explore how this technology can radically improve your customer service whilst saving you money, providing scalability, and allowing you to maximize your resource efficiency.
Why is no-code becoming popular?
No-code allows users to build platforms, services, chatbots, and websites without knowing any code. No-code is incredibly intuitive and allows non-technical users to realize their design vision with drag-and-drop facilities. No-code solutions make implementation seamless and reduce the amount of IT overhead organization’s need to operate efficiently.
No and low-code solutions allow users to use code blocks to build their platform, app, or website with limited technical knowledge. No-code solutions also will enable you to reduce development costs by up to 80% and enable business processes and user-friendly applications to be developed more efficiently.
In the digital world, anyone can be a creator. However, many lack the knowledge of code, development, and other technical skills to bring their creative ideas to life. This is where no-code steps in and are why it’s becoming so popular.
Websites can be developed in minutes with no-code web builders like WordPress and Bubble. Shopify has Implemented no-code payments, vastly increasing the platform’s user-friendliness, and even our productivity can be revolutionized in minutes with the drag and drop productivity application Zapier. It’s evident that no-code is becoming increasingly popular, and it’s shifting the way organization’s approach customer service, design, marketing, and more.
No-code applications in customer service
No-code solutions are rapidly changing the customer service landscape. They incentivize organizations to be innovative in their customer service processes without the need for technical knowledge and extensive development costs.
In today’s world, meeting consumers' expectations simply isn’t enough to stay ahead of competitors. Instead, it’s all about providing a great customer experience that exceeds their expectations. Long wait times, agents without specialized knowledge, low numbers of solving issues the first time, and inability to meet a resolution are incredibly frustrating for both the customer and customer service representative.
However, your organization can vastly improve its customer experience by relying on technology. Speed (up to 90% faster), helpfulness, convenience, and friendly service are some of the most critical factors in securing a positive customer experience. No-code applications allow businesses to automate customer service and instantly respond to customer queries, allowing your team to focus on building flows themselves without the need of specialized developers.
In Customer Service humans play a key role in further automating customer service. Service teams have all the knowledge about how to deliver the best customer service. If agents are able to translate and maintain this knowledge in the solution themselves, you minimize the ‘translation error’. With traditional (coding) solutions you always have to deal with several people: agents, conversational designers, developers. Hence, the more ‘links’ in the chain, the higher the chance that the service solution does not match the current human service standards. With a no code service solution you have a direct link from agent to solution, so quality of service is preseverd at all times.
Why you should go no-code in customer service automation:
Clearly, this technology is growing more popular — but should you use no-code in your customer service automation? Here’s why you should choose a no-code solution when automating your customer service.
1. Easy automation of edge cases
No-code conversational artificial intelligence (AI) is changing the way organizations automate on edge case intents. Rather than having your human agents answer repetitive questions politely, you can use AI chatbots to serve this role. AI can answer repetitive queries in seconds, freeing up the time of human customer service agents to address longer, more technical questions.
You can use your human agents to ‘teach’ this AI software how to communicate better with customers, adding a human touch to the AI. The reason this hasn’t happened as of yet? Because AI just isn’t smart enough at this time.
However, the more we invest in AI, the smarter it becomes. Eventually, AI will be able to understand every topic and answer more complex queries. However, it’s a good idea to get started with no-code AI chatbots now, as they provide an instant response to customers. This provides the convenience most consumers are looking for and can build a more positive experience.
2. Scale Faster
No-code allows your business to scale faster. Creators and entrepreneurs can scale their businesses more rapidly thanks to no-code solutions, enabling creatives to develop websites, customer service solutions, and more without using code.
No-code allows you to provide responsive, convenient, and customer-oriented customer service solutions. This will help you expand your business internationally. If customers have queries and are located in a different timezone from you, they will still be able to receive an answer from your brand right away. Considering that 27% of customers cite slow responses as being their leading frustration with customer service, automated responses can vastly improve your brand loyalty worldwide.
3. Save Money
Using no-code solutions allows your development team to focus on implementing business logic and user-friendly processes rather than on the design itself. It can reduce development costs by up to 80%.
4. Test new ideas and concepts the intuitive way
No-code allows everyone to bring their ideas to life. It removes the barrier of needing technical knowledge and coding experience to develop websites, customer service processes, and more. Plus, no-code solutions are often highly intuitive, creating even more flexibility for your business.
No-code Chatbots — Why they work
Currently, some of the world’s most innovative chatbots can handle up to 20% of all question types. By providing quick responses to customer queries, even if the customer lives in a different timezone, no-code chatbots foster brand trust and promote a good customer experience.
Currently, chatbots can handle over 68% of all conversations from start to finish. This is a lot of time and resources saved on answering queries. It’s paying off, too, with 41% of consumers using chatbots to make purchases. Plus, chatbot-only conversations’ average customer satisfaction rate sits at over 87%. It’s clear that chatbots are working. How will this technology serve businesses as it continues to evolve?
Imagine how seamless your customer service processes would be if the remaining 80% of question types could be automated. Rather than dedicating your team to answering repetitive customer queries, you could be outsourcing the majority of your customer service to AI. This frees up your team to add new intelligence, update existing intelligence, solve complex problems and perform other duties.
As artificial intelligence becomes more advanced, we can expect to see further automation of customer service solutions for businesses. Making conversational AI more accessible for a wider audience will vastly improve brand responsiveness to customer experiences and build brand loyalty.
When can we expect no-code solutions to be the norm?
Well, the answer is it depends. The pace that new no-code solutions are entering the market is driven by the pace that AI evolves. As AI evolves and develops better language models, the more profitable using no-code customer service solutions will be.
Getting in early is the key to staying ahead of your competition when it comes to no-code customer service solutions.
What determines the success of going no-code?
You need to make some key considerations before choosing to automate your customer service with no-code solutions. For starters, you need to assess the integrability of your own applications. If you have low integrability, it’s likely you’ll still need custom coding solutions to automate your customer services.
Your no-code solution needs to be easy to use. The more intuitive the interface, the more likely your team will adopt it. User experience is vital when creating or choosing no-code solutions. It’s also essential that you assess the training needs of adopting the software — is there a steep learning curve? How much training will your team need?
Unfortunately, even with low-code solutions, you still may run into challenges. You may experience a lack of flexibility, business logic problems, data issues, and more. Does the tool you want to implement for your customer service automation offer excellent customer support or a comprehensive forum with fast team member responses? You need to make sure you can quickly access the information you need to troubleshoot errors. Otherwise, your tool may cause hold-ups and drain your resources.
At the end of the day, how successful you are with automating your customer service with a no-code solution comes down to picking the suitable user interface and tool that works for your team. This user interface also needs to be accompanied by an intuitive artificial intelligence engine that ‘thinks’ for you.
How can you get started with no-code customer service automation?
Thankfully, getting started with no-code customer service automation doesn’t have to be overwhelming. It’s vital to assess the needs of your organization and ensure you find a no-code customer service automation platform that works for your needs.
Reassign.ai is a great example of a turn key conversational AI tool that offers a seamless start to automate up to 50% of your service questions and create a stellar customer experience. Helping you to vastly reduce the workload on your customer service team and allowing them to focus on more complex queries.
Final thoughts
No-code is likely to be the future of customer service automation, and getting in early can keep you ahead of competitors. In this article, we discussed what no-code applications are, the benefits of no-code customer service automation, why chatbots work, and how to deem if a no-code solution is right for your team. But maybe the best part is… it’s already open for use today.
Going No-Code in Customer Service Automation — Everything You Need to Know was originally published in Level Up Coding on Medium, where people are continuing the conversation by highlighting and responding to this story.
This content originally appeared on Level Up Coding - Medium and was authored by Thomas Schijf
Thomas Schijf | Sciencx (2022-02-13T15:22:53+00:00) Going No-Code in Customer Service Automation — Everything You Need to Know. Retrieved from https://www.scien.cx/2022/02/13/going-no-code-in-customer-service-automation-everything-you-need-to-know/
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