{"id":18223,"date":"2022-08-11T10:17:00","date_gmt":"2022-08-11T17:17:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=18223"},"modified":"2022-10-13T10:35:58","modified_gmt":"2022-10-13T17:35:58","slug":"customer-service-automation-process","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/blog\/customer-service-automation-process\/","title":{"rendered":"Automation Can Improve Your Customer Service \u2014 These 5 Questions Will Get You Started"},"content":{"rendered":"\n

Customers want a seamless experience \u2014 anytime, anywhere, across any channel. In fact, 82% of customers expect to solve complex problems by talking to one person, according to Salesforce\u2019s State of the Connected Customer<\/a> report.<\/p>\n\n\n\n

But customer service isn\u2019t there yet. When you call a company with a problem, you\u2019re likely to explain yourself repeatedly to more than one person. It\u2019s frustrating, and it shows that for all our technological advancements, delivering responsive service is still a challenge. Teams need to be more efficient, and they need the right tools to get there.  <\/p>\n\n\n\n

In fact, 84% of service professionals say that the pandemic has changed their customer service workflows and processes, according to Salesforce\u2019s State of Service<\/a> report. Still, many organizations suffer \u2014 and annoy their customers \u2014 due to inefficient service processes. <\/p>\n\n\n\n

Automation is when software handles tasks that are typically carried out by humans, to save time and resources. Automation tools help teams spend less time on repetitive, low-impact tasks, so that the customer remains at the top of their list.<\/p>\n\n\n\n

When you automate service workflows, you can unlock a host of business opportunities. Your teams are freed of the burden of rote and menial tasks, your customers get better service, and you save money by lowering cost and improving efficiency. Automation doesn\u2019t need to be expensive or difficult to implement, either. <\/p>\n\n\n\n

Ultimately, it sets your team up to deliver better customer service experiences<\/a>.<\/p>\n\n\n\n

Salesforce\u2019s Trends in Workflow Automation<\/a> reports that 95% of information technology and engineering leaders said their organizations prioritize workflow automation. And 71% of service decision-makers said they\u2019re accelerating automation initiatives. But for many, figuring out where to start automating your customer service processes can seem daunting. <\/p>\n\n\n\n

That\u2019s why we compiled five questions that can help you automate better for your team and your customers. <\/p>\n\n\n\n

Five questions to help your customer service automation process<\/h2>\n\n\n\n

1. What are your overall goals? <\/h3>\n\n\n\n

First, get clear on what you want automation to achieve. Here are a few questions to ask regarding goals: <\/p>\n\n\n\n