Multiple automated messages that are misaligned with customer behaviour lead to a jumbled conversation. Before you know it, a communication breakdown develops.
Excessive automated responses throw customers into an annoying loop of repeated messages creating a negative experience.
48% of consumers say their first purchase or interaction is the best time to earn their loyalty.
Now imagine what happens when one of these consumers, with high-buying intent, receives untimely and unhelpful automated messages. It runs the risk of frustrating them and potentially driving them to leave and buy from a competitor.
To prevent frustration, focus on crafting simple and pre-qualifying automated questions. The intent is to start a conversation that gathers the necessary information to help the agent quickly reach a solution with the customer.
Responses from these pre-qualifying questions pay off in the long run. You can curate these insights as part of audience research, plan marketing campaigns that align with the customer journey, and even refine the product positioning to be more relevant.
Let’s imagine a fictional e-commerce store that sells desk chairs.
Great automated responses have some human element. Automation doesn’t replace customer support and sales agents. If anything, it complements it.
Notice how an actual person jumps in to help the customer.
Find out how to automate messages easily
