Customer service automation using a BI system
Let's imagine a company that provides Internet service providers. Every day she receives hundreds of requests from customers through various channels: calls, chat, email. To improve service quality and reduce response times BI system is being implemented, which integrates with CRM and customer support systems. But how does customer service automation work with BI?
Real-time analysis of customer requests:
The BI system, or business process management system, collects information about incoming requests. It analyzes their content and classifies them into categories: connection problems, questions about tariffs, complaints, and others. The system automatically detects priority requests, for example, if the Internet is massively cut off in a certain area, and immediately transmits this information to operators. This allows them to respond more quickly to critical situations.
Automatic distribution of requests:
This system also analyzes the current workload of support staff and their specialization. For example, if a customer requests technical support, their request is automatically sent to a suitably qualified specialist. This approach significantly speeds up the process of solving the problem, allowing the client to get the help they need faster.
Proactively identifying problems:
The data obtained can be used to analyze customer behavior and customer feedback. For example, if a customer often complains about slow internet speeds, BI can automatically offer them a better rate or send a notification to support to contact the customer.
Analysis and improvement of service quality:
The BI system not only automates the processing of current requests, but also collects data on the work of operators: average response time, speed of problem resolution, and customer satisfaction. Based on this information, the system suggests improvements in service processes, suggests where additional staff training or process optimization is required.
How Salesforce helps automate customer service
Today, customer service requires maximum speed, accuracy and personalization, and that's it Salesforce helps companies automate processes to meet the expectations of even the most demanding customers. How does this system change the approach to service and what opportunities does it open for businesses?
- Personalized customer service: Salesforce collects data about every customer, including purchase history, preferences, previous support calls, and even site behavior. This allows each operator to see the full picture of the customer in one interface. When a customer makes a request, the system automatically prompts the operator what product can be offered based on previous purchases or what can be improved in service.
Example: A customer who has bought a smartphone asks a question about headphones. Salesforce automatically offers operators information about current promotions on compatible headphones, which allows them to be offered to customers on favorable terms.
- Automating request processing with chatbots: Salesforce allows you to integrate intelligent chatbots that can respond to customer requests instantly. These bots can answer questions about order status, delivery or return conditions, and, if necessary, forward requests to the operator.
Example: A customer writes to the chat: “When will my order be delivered?” A chatbot integrated with Salesforce instantly checks the order status and sends the customer information about the delivery date and location of the package. If a customer asks a more complex question, the chatbot automatically sends it to the operator, saving the entire history of the conversation.
Automating customer service using technologies such as BI systems and the Salesforce platform provides companies with powerful tools to improve the quality of service and increase the speed of interaction with customers. As shown in the examples, BI systems allow analyzing data in real time, predicting possible problems and automating query processing. In turn, Salesforce combines all channels of interaction with customers into a single system, providing a personalized and proactive approach.
