How to automate customer support without sacrificing experience

Automating customer support is a seductive promise: reduce costs, absorb growing volumes, gain responsiveness. But can you really automate without dehumanizing the customer experience ?

At Klark, we've helped many brands through this transformation. Here's what we've learned.

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Why automate customer support?

Automation meets four major challenges:

• Absorb growing volumes: seasonal peaks, rapid growth, multiplication of channels
• Reduce response times: especially for simple, recurring requests
• Lower costs: without compromising service quality
• Taking care of your teams: offering a genuine mental relief tool

Beyond these gains, brands are looking for consistency on a large scale: a uniform tone and a consistent level of quality, whatever the time of day or the agent.

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What can (and can't) be automated today

Automation does not mean delegating the entire customer relationship to a machine. Here are the areas where automation is relevant:

Priority for automation:

• Answers to frequently asked questions(WISMO, returns, refunds).
• Simple requests requiring little verification.
• Intelligent pre-filling of agent responses.
• Sorting, routing and categorizing incoming messages.

Leave it to humans:

• Emotional or conflictual cases, even if AI systematically offers simplified stepping back
• Requests requiring arbitration or a detailed understanding of the context
• High-value commercial exchanges (upsell, loyalty)

The aim is to automate where the impact is greatest and the risk minimal.

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‍The5 key steps to efficient automation

1. Map request types: identify the most frequent and costly ticket types.
2. Define a step-by-step automation strategy: start with requests that are significant in terms of incoming volume (more than 10% of the flow).
3. Choose the right tool: opt for solutions that integrate with your existing workflows and tools.
4. Involve agents: train them, bring them your vision and involve them concretely in personalizing responses.‍
5. Measure and adjust continuously: monitor key indicators to adjust scenarios to reality on the ground and validate the expected ROI.

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‍Thepitfalls to avoid

• Believing that AI can do everything on its own.
• Brutally replacing humans without accompanying them.
• Launch a generic chatbot without business and contextual data
• Underestimate the impact of the brand's tone of voice on customer satisfaction.

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And Klark?

Klark isn't just a bot. It's an AI co-pilot for your agents, capable of understanding requests, fetching relevant information from your back-office, and writing contextualized drafts in real time.

• Fast integration: with no IT or business project workload, Klark integrates with market-leading helpdesks such as Zendesk or Salesforce.
• Customized tone: trained on your historical messages.
• Integrated specific data: packages, stocks, returns.
• Performance model: you take no risk.

Klark has already been adopted by retail and e-commerce leaders such as Backmarket, Cdiscount, But, Izipzi and ba&sh. What if it were your turn?

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Automating your customer support is a powerful lever, provided you do it methodically, sensibly and with respect for the end customer. The right tool is the one that saves you time, without causing your customers to lose confidence.

Would you like to test Klark and find out what you can automate?
Request a demo.