Businesses have widely used social media and communication channels like email for promotions and marketing since the dawn of the digital age. Automated email responses and chatbots have been integrated into most websites to improve efficiency and save time. However, one thing that seems to be missing amidst this transformation is the human or personal touch.
An automated communication system that delivers personalized elements during customer communication is the need of the hour. For instance, travel companies can use automated alarms to wake up passengers traveling in their buses at night. The alarms would ring a few minutes before their destination so that they get enough time to alight the bus.
Why are Automated Communication Systems Required?
As more and more businesses get online, they are attracting global audiences and clients. Many of these clients and customers work in different time zones. For a B2B company, answering a client’s text at 3:00 am is impossible. Automated communication technology can come to their rescue in such situations.
For B2C companies, the main goal is to address all the possible queries diverted to their various support platforms. Hence, the need of the hour is to send immediate responses to every customer simultaneously. Chatbots can be the enabler here by answering queries satisfactorily or directing them to a channel that can answer them.
Why is Humanizing Automation Essential?
Sending quick and pinpoint messages to consumer queries and complaints is essential. However, what is the point of integrating automated response systems when customers feel like they are interacting with a bot?
Bots send a tutored reply when asked questions beyond the periphery of the playbook; customers are well-aware of such loopholes. Though automated responses unclutter life for a customer-facing business, one cannot deny that these responses sound mechanical and often fail to address customer queries.
Imagine a situation where a customer needs help at 3:00 am. They register a complaint to get the following reply from the automated communication system:
‘Hey, Nightowl, thank you for raising your concern, but we will connect when the sun rises.’
The lack of empathy in this automated response might frustrate the customer. But most importantly, they will learn that the organization’s promise of 24/7 support service is a hoax.
How to Personalize Automated Communication?
Businesses that deal with hundreds of customers or clients daily must rely on automated technology. However, they can still try humanizing automation. Below are some tips that can help:
- Personalized messages
Sending greetings on birthdays and anniversaries of customers is one way of adding a personalized touch to an automated communication system. Organizations can send the greeting over an email with some goodies like a free monthly subscription or service access.
- Smart implementation of technology
Technologies can evolve per business needs but cannot replace the magic of human emotions. A firm can humanize each response when directing customers to support services through a choice of responses.
Use a warm voice note or message that sounds welcoming. It will set the tone for the upcoming conversation and make the automated responses sound less robotic.
- Integrating automated communication tools in apps
Merely adding a personal touch is not enough. One must easily incorporate automated communication tools into customer communication platforms.
For example, one must integrate skillfully developed automated communication designs in CRM, BPM, and other applications that help a business thrive.
- Adherence to ADA
Many customers have visual, hearing, or writing disabilities. Businesses must create automated communication channels that adhere to ADA (Americans with Disabilities Act) guidelines to help such customers communicate freely with their support executives.
- Including localized vocab
Including localized vocabulary and vernacular terms will make an automated communication system sound more authentic and human-like. Companies that understand the nuances of the language will be able to meet the customer’s expectations quickly.
For instance, English has many forms depending on the region, like Canadian, Australian, American, and UK English. Customizing the automated response system to include such variations can make communication channels more impactful.
- Language personalization
Customers like interacting in a language they are most comfortable with.
Features like integrating responses in different languages and addressing customers through automated calls allow businesses to incorporate an automatic, highly responsive, yet robotic communication system for managing client or customer queries.
A Customer Communication Management solution (CCM) is used to connect businesses with their customers at a personal level. This studio is comprised of extremely simple to use and easy tools that can create and deliver culturally personalized business communications in over 100 languages. It natively integrates to many BPM and CRM tools and allows you to automate communications to your customers over 6 different channels. In addition, adherence to ADA guidelines and ease of integration into third-party systems enhance the usability of this platform. Therefore, it would not be an overstatement to say that Perfect Doc Studio can handle the diverse communication challenges that businesses face today. This cost-effective CCM tool doesn’t just help you grow your business, but also helps you create a difference in the world
Automated communication systems help businesses to stay relevant across multiple markets. However, organizations must act sensibly and integrate personalization for humanizing automation so that they don’t sound or work robotically.
Businesses can benefit immensely from automated customer communication tools like Perfect Doc Studio to make their communication systems more empathetic and human-like.