bulk sms marketing servicesAccording to the latest survey of 60 customer service team leaders by SuperOffice. A leading European CRM brand . The four customer service trends that most people consider to be the most important in 2024 are, in order:
- Automation & AI
- Self-Service Support
- Proactive Support
- Personalized Experience
Rental, a company that provides rental bulk sms master management, interior decoration and other services, has already firmly grasped the above four major trends through its online customer service system.
Customer service system use case: Using CAAC for renting an apartment increases customer service efficiency by 85%, shortening message processing time by 6 times
Automation & AI
Automation and AI are considered the biggest trends by more than half of customer service executives. Many customer service teams look forward to using AI-driven decision-making . Automation to improve the customer service team’s message response efficiency. The large amount of repetitive response work of the customer service team can be solved by automated settings to free up the time of customer service specialists. AI can help quickly analyze semantics and emotions modify the tone. And automatically generate customer service messages that fit the situation. For example, Crescendo Labs’ conversational customer service platform CAAC uses its message response templates (templates) and AI assistant functions to enable customer. Service teams to speed up message processing through automation and AI.
In addition to improving the efficiency of message response. Automation can also help with team and message management. Each customer service team has a different organization and division of labor, and customer service messages often need to be assigned to different specialists based on the situation. For example. The CAAC of Crescendo Labs has an ” auto-assignment ” function that can be flexibly set, so that the customer service/business “specialists” and “teams” of the rental apartment can automatically take turns to receive emails containing corresponding information based on the business they are responsible for. Keyword message.
Source: Rentals use CAAC to create an automated experience, increasing overall customer service efficiency by 85%
Self-Service Support
Self-service service means that when consumers have doubts about the brand. Consumers can solve the problem by themselves through websites. Communities, etc. The same statistics from SuperOffice show that more than two-thirds of consumers prefer to get answers quickly through self-service rather than waiting for a conversation with a real person.
For self-service, a common approach is to use FAQ . However, many FAQs are only posted on official websites, making b2b marketing at a turning point: time to rethink your approach it difficult for consumers to find them when they encounter problems. In the end, they turn to live customer service. If you want the FAQ to play a self-service role. The best way is to place the self-service service where guests will go when they encounter problems.
We highly recommend using the LINE official account image and text menu to complete customer service self-service. Because many consumers are intuitively accustomed to private messaging the brand’s official LINE account when they encounter problems. In addition, because the LINE official account has image and text cg leads menus and automatic reply functions. It is more suitable for setting up a FAQ area than channels such as FB, IG, and official websites.
- Reference tutorial: How to complete the automatic reply setting for LINE official account in 4 steps
For example, in the above-mentioned rental apartment, LINE graphic menu is used for long-term exposure service introduction, and FAQ questions and answers are designed with automatic replies.
