Monitor your automated customer service by collecting as much data as you can and auditing it frequently. You will want to provide customers with an opportunity to rate their experience after every interaction. Additionally, your management team should regularly check in on your support queues to ensure that customers who need human assistance arenât waiting too long.
Also focus on building teams that periodically scrutinize every channel of support that your company offers. Theyâll look for bugs, broken links, outdated information, or any other bumps in the road that a customer might run into. These obstacles can be especially easy to miss when you automate your support, so dedicating some time to actively search for them is crucial.