5 Tips to Automate CX for Your DTC Brand

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📆 Wednesday, 29th Nov 2023

Hi, and welcome back to Growth Espresso: your one-stop destination for everything e-com growth.

As the holiday season approaches, online retailers are preparing for a surge in customers. To ensure success, it is important to have a solid game plan in place and scaling up customer experience (CX) is the key📍 

This involves predicting the rush, preparing the team, and ensuring smooth operations. The goal is not only to make sales but also to turn buyers into repeat customers and boost their spending ✨ 

So, today we dive into how your DTC brand can scale its CX by leveraging automation. Coming right up 👇️ 

⚙️ 5 Tips to Automate CX for Your DTC Brand

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…Now back to automating CX

1. Automated routing and workflows

The last thing your team needs is the hassle of sifting through a pile of issues that don't align with their expertise. This is precisely where an automated ticketing management feature steps in, streamlining the creation and handling of customer service tickets. These tickets get assigned automatically to support agents considering factors like the number of ongoing tickets, their specific skill sets, and availability, allowing them to tackle, manage, and resolve issues while ensuring customers stay updated.

In addition, manual tasks within customer service workflows can be both time-consuming and prone to errors:

1. Automating workload management ensures your team maintains a balanced workload.

2. Trigger-based automated emails can be set up to inform customers about the status of their requests, ensuring transparency and efficient communication.

The ideal scenario involves configuring the automation tool to perform predefined actions based on specified conditions, effectively streamlining and optimizing the customer service process.

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2. Chatbots

Encountering a chatbot offering assistance is a common experience on eCommerce platforms these days. These automated helpers have gained widespread popularity among businesses and customers globally, becoming the fastest-growing communication channel for brands. Projections indicate the chatbot market will exceed $1.3 billion in value by 2024.

Beyond cost-efficiency by reducing expenses related to hiring and training, leveraging a chatbot for customer interactions yields various advantages:

• Round-the-clock customer support

• Swift issue resolution

• Multilingual support

• Tailored customer experiences, and more.

When selecting a chatbot for your website, it's essential to consider certain key factors:

• Compatibility with your live chat platform

• Integration of a chat widget for website visitors' assistance

• Deployment flexibility across multiple touchpoints to cater to users' preferred communication channels.

You can leverage tools like Lynn to implement chatbot solutions for your e-commerce brand.

3. Canned responses

I'm sure you've noticed how much time your agents spend addressing common questions. To optimize your team's efficiency, consider implementing canned responses for faster replies.

A reliable automation tool offers the capability to:

• Save previously sent messages as canned responses.

• Create new canned responses during customer interactions.

These pre-written responses can be effectively utilized in various scenarios:

• Welcoming a customer.

• Seeking additional details about an issue.

• Transferring a chat to another agent.

• Providing updates on customer issues.

• Declining a customer request.

• Resolving a ticket, and more.

Implementing canned responses not only expedites response times but also standardizes communication, ensuring consistency and accuracy across customer interactions.

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4. AI-powered search

Agents often require swift access to in-depth product and service information when engaging with customers—a critical aspect of effective support.

Enabling conversational search within knowledge bases serves as an effective solution to this need. Integrating a chatbot with your knowledge base allows agents to input specific keywords related to their query along with the corresponding category. Subsequently, the chatbot conducts real-time searches within the knowledge base, retrieving articles tailored to assist the agent promptly.

Empowering agents with direct access to these knowledge articles allows them to peruse relevant information or share it through communication channels—an ideal way to bolster their efficiency and enhance customer support capabilities.

5. Review collection

72% of consumers put their trust in online reviews just as much as they trust personal recommendations. When your customers dive into real experiences shared by others, it shapes their decisions when considering your product or service.

But let’s face it, handling reviews can be a real-time drain. Your team doesn't need the hassle of manually keeping tabs on reviews scattered across different platforms.

If your business is gathering more than just a handful of reviews every month, going automated is a game-changer—it saves heaps of time and effort.

Moreover, think about scalability: an automated solution means you or your team can easily handle a growing volume of reviews. It's all about smoothly managing the increasing flow without breaking a sweat.

Conclusion

Automating your customer service can provide a better experience for your customers while freeing up your team to work on more important tasks like bringing sales and spending time on those ad creatives. So as a DTC brand owner, you should definitely consider automating the CX aspect of your customer journey.