6 Ways to Improve Customer Service With Automation

Automation lets a support team do more with less, while giving subscribers faster, more consistent service. Here are six ways ISPs improve customer service with automation.

Automated ticket routing

Long hold times and being passed from agent to agent are some of the most frustrating support experiences. Automatically routing each ticket to the right group cuts confusion and gets issues to the team that can resolve them fast.

A self-serve customer portal

A customer portal lets subscribers make payments, upgrade services, and update account information independently. That handles a big share of routine requests and reduces unnecessary support tickets.

Customer satisfaction surveys

Surveys are a great way to get instant, relevant feedback and to show subscribers you value their experience. Automated surveys encourage customers to respond, and analyzing the results helps you resolve issues and improve.

Canned replies

Ready-made templates for common questions reduce response time and keep tone and answers consistent across your team.

Chatbots

A chatbot can use your existing FAQs and knowledge base to answer common questions around the clock, then hand off the more complex cases to a person, so the team focuses its effort where it matters.

Social media monitoring

Subscribers air issues on social platforms. Monitoring tools surface those mentions so you can respond quickly and get ahead of problems, without dedicating staff to watch every channel.

How Sonar helps

Sonar’s single pane of glass consolidates these workflows, so your support team works from one source of truth, reduces response times, and lifts customer satisfaction.