Updated on September 4, 2023

Nowadays, there is no shying away from the fact that customer service is the new marketing. It is not enough to just pour in offers and money to acquire customers. You need to make sure they love the overall experience and stay with you for a long time. This is the primary reason why most of the successful companies are investing hugely to improve customer experience.

Every small and big company is concentrating on improving its customer service. Now the question is – How do you stand out when everyone is trying the same?

The answer lies in innovating and leveraging technology to help you best it can. Hence, customer service automation becomes immensely important if you are eyeing to improve customer experience and thus achieving the hockey-stick growth.

Let’s discuss this in detail.

Why Use Automation to Enhance Customer Experience?

Time is the luxury of the hour. Your customers need instant and quick solutions to their problems. There is a high possibility that if you wouldn’t respond timely, they would lose interest in your services. A customer can demand services whenever they want. Without automation, it would be quite difficult for you to provide 24/7 services.

Using automation, you can promptly respond to the request of your customers. And you can also ask for their suggestions as a follow up to improve your services. This way, you could be able to enhance your services, and also connect with your customers to ensure their satisfaction with your brand.

Essentially, with automation, you can perform a plethora of activities such as reduce the wait time, help customers find answer themselves, initiate a human customer service rep using chatbots. This will clear up most of the clutter and querier from Let us discuss this in detail.

How to Use Automation?

Nowadays, every customer wants to invest in that service that respects the customer. Thanks to the current era of digital media, it became quite easy for customers to connect with the brands. t’s also much easier for customers to connect with you if you already had a website UX audit and made sure your visitors can easily find what they are looking for on your website.

While companies also wanting to engage with a larger audience so that they could generate more sales. With the introduction of automation software, it became easier for a company to interact with its customers.

Here are shown some methods of using automation for improving the customer experience of your brand.

  1. Personal Connection with Customers
  2. Automated Feedback and Follow-Ups
  3. Chatbots and Automation
  4. Self-Service
  5. Social Media Automation
  6. Omnichannel Automation
  7. Customer Feedback Automation
  8. Measure the ROI

Personal Connection with Customers

Every customer wants to get personal attention from you. Which is why most of the marketers believe that personalization is the key to customer satisfaction. Some customers do become advocates of your brand and also share their own experience with others, which may also result in giving you more sales opportunity.

However, it’s not possible for you to personally reach out to every lead, visitor, and customers. Nowadays, marketers make use of personalized automated emails, live chats, and chatbots, which helps them to personalize their assistance in a humanizing way. While you can also integrate live chat with your chat-bot so that you can personalize your connection with your customers.

It might also help you to earn the loyalty of your customers so that you could upsell and cross-sell your product.

Automated Feedback and Follow-Ups

Feedback is super-important to improve customer experience. You may not be able to manually follow-up with customers about the feedback. Hence, using automation services, you can also ask for their follow up response.

The feedback loop will help you solve the problems of your customers in a better way and your customers will also get satisfied. While you can also make use of follow up for asking suggestions. That can help you to enhance your product or services. It would also help you to gain loyal customers for your business.

Chatbots and Automation

Chatbots have moved on from being a luxury and rarity to must-haves for sales and service. Most of the customer queries (~80%) are basic. They do not require precious human-intervention at all and can be solved by the machines themselves. Hence, chatbots are so effective in customer support

At Kommunicate, we are seeing about 62% of customer queries being resolved by chatbots without the need of human interaction.


Even though your customers want a personal response from your side. But they might not be able to meet you personally. For years, marketers have been using phone communication for providing customer service and also giving an option of Self Service assistance.

Nowadays, most of the people look for FAQs, Google Search, Quora, Reddit, and chatbots to sort out their issues by themselves. According to Zendesk, more than 50% of customers think it’s important to solve product issues on their own rather than rely on customer service.

You can also automate customer self-service using in-chat FAQ chatbots. The chatbot can match customer queries against FAQs and present the customer with the best matching option.

Social Media Automation

Social media has become one of the best platforms for marketers to showcase their brand in front of a massive audience. While people also want to engage with their favorite brands on social media. In such a case, companies can make use of social media automation to connect with their users. And by doing so, they can also enhance the experience of their customers on social media channels.

Popular brands such as Uber, Netflix, Nike and Spotify etc drive their customer support through social media.

Omnichannel automation

It has been found that almost 90% of customers expect omnichannel facilities from a brand. Seamless integration across various platforms is a priority among most customers. Customers expect to have the same experience every time they visit your website. Omnichannel automation can be made a reality using chatbots in the mix to ensure customers are greeted with the same tone of voice and style. Omnichannel refers to a multitude of media such as email and social media to messaging and website. 

This doesn’t mean that your website needs to lack creativity. It simply means that you must maintain the quality standards that you have set in front of your customer when they first visit your website. It is also very beneficial for your business. It helps to understand the psychology of your customer better and helps in understanding their criteria behind buying a particular product or service. Chatbots that support omnichannel automation give the liberty to their customers to comment on whatever they like. It could be social media, emalils and even through call. 

Customer Feedback Automation

It is essential to acknowledge customer feedback to improve customer experience . Understanding what your customer wants can help you in improving your sales. This is why it is necessary to collect and interpret customer feedback. Keep on updating your customer feedback forms from time to time. Add feedback buttons on your website. Make sure that you take it into acknowledgment and make necessary changes. A great way to automate customer feedback collection is to use chatbots to proactively seek out customer feedback on interactions with your brand. 

Measure the customer experience ROI from automation 

To assess if the investments that you are making in your organisation are working or not, it is essential to calculate the customer satisfaction rate . This can be a little challenging. The “Net Promoter Score” or NPS can be used for the same. Various organisations use it to calculate the customer satisfaction rate, which is why it is considered a benchmark tool. This helps to improve customer experience . You can also calculate CSAT to measure the customer ROI.  It stands for Customer Satisfaction Score and is used to measure the satisfaction level of a customer with the products of a particular organization.

Why social media customer support is kicking off?

Nowadays, social media is playing a leading role in customer experience management. Throughout the journey of a customer, they might face various issues with the brands in which they are investing. While using social media platform, customers can directly connect their favorite brands.

However, using manual methods, it would be quite difficult for companies to interact with their social media audiences. In such a case, they can make use of the automation tools to engage and enhance the customer’s experience.

You can use tools such as Socinator, Comsta and IFTTT to automate social media customer service.

While these are the top channels where you should bring in automation to improve the overall customer experience, the list is as non-exhaustive.

Using automation, you can surely build a customer-centric organization which would help you to form a better connection with your customers. By enhancing the relationship with customers, you can earn their loyalty, and they might also refer your brand to others as well. That way, you could also gain more sales opportunities for your business.

At Kommunicate, we are envisioning a world-beating customer support solution to empower the new era of customer support. We would love to have you on board to have a first-hand experience of Kommunicate. You can signup here and start delighting your customers right away.

Write A Comment


Devashish Mamgain

I hope you enjoyed reading this blog post.

If you want the Kommunicate team to help you automate your customer support, just book a demo.

Book a Demo

You’ve unlocked 30 days for $0
Kommunicate Offer

Upcoming Webinar: Conversational AI in Fintech with Srinivas Reddy, Co-founder & CTO of TaxBuddy.