Choosing the Right Tools for Efficient Customer Support

[kylewilliam]

Hi everyone,

I’m exploring ways to improve our service team’s efficiency and reduce response times. We currently rely heavily on manual processes, which often leads to delays and inconsistent answers.

I’ve heard a lot about customer support automation tools and how they can streamline ticket management, offer AI-driven responses, and provide better analytics. For companies that have implemented these tools, what has your experience been like?

Are there specific platforms you recommend for small to mid-sized teams?

Any pitfalls or best practices to be aware of would be really helpful.

 

[kylewilliam]

Hi everyone,

I’m exploring ways to improve our service team’s efficiency and reduce response times. We currently rely heavily on manual processes, which often leads to delays and inconsistent answers.

I’ve heard a lot about customer support automation tools and how they can streamline ticket management, offer AI-driven responses, and provide better analytics. For companies that have implemented these tools, what has your experience been like?

Are there specific platforms you recommend for small to mid-sized teams?

Any pitfalls or best practices to be aware of would be really helpful.

thanks in advance for any help

 

[MrDHurley]

Kyle,

AI can definitely get you going in the right direction. Think of it as a flow chart at the top you have 3 funnels of entry:

Walk in | Call | Online (could be fb, site, etc)

AI can manage 2 of the 3 when your team isn't available to do it.

If trained correctly, AI outperforms dealers, I've found. 2 reasons - 1. People are not threatened by AI (don't feel "sold" to) 2. It's new.

The key is getting AI integrated that is very humanized. This comes down to the training. Many companies just do subpar training to sell, not to improve the overall customer experience.

Next - From first contact, your workflow can be built in a way that replaces all the manual level pulling. I feel like trying to find a one-size-fits-all is pointless. Instead, really focus on what the best flow would be, then have it created.

I created Ally, and one of the verticals I'm targeting is auto dealerships. You can see a working interactive version at https://dimgrey-spider-258780.hostingersite.com/

The focus is on a great customer experience vs being salesy. You get the feeling that "she" is truly interested in answering your questions and solving your problems.

Hopefully this helps.