Meta description: To achieve better results, you need to know the pitfalls in automation messages and how to avoid them. Learn to overcome them and successfully overcome obstacles.
It’s frustrating to make a mistake, especially when it’s related to the customer service we want to establish in our company. Now, no matter how human we are and no matter how many inconveniences we have, the important thing is to always pick ourselves up and learn from what we did wrong.
After this little pep talk, let’s talk about the specific mistake we want to discuss: setting up automated messages. Automated messages are efficient programs that help create humanized conversations in real time and without the need for human intervention. In short, they simplify conversational processes and, generally speaking, help business growth; that’s why it’s become so essential, and for the same reason, we’re deeply interested in helping you in the event of a problem.
In this article, we’ll tell you about common pitfalls that may exist and how to avoid them to ensure you get the most out of this tool and everything it has to offer.
Let’s get to it!
The Importance of Setting Up Automation Messages Correctly
Configuring automated messages is a basic but fundamental step in developing good customer service. It’s the most important stage for many reasons; here are a couple.
First impressions and customer experience
If Mary contacts your company today and discovers that you offer immediate customer service, make her feel valued, and provide her with the solution she was looking for, she will undoubtedly become a regular customer (and will most likely want to recommend your company).
Hence, the importance of properly configuring automated messages is crucial, as they provide a great first impression and create a first-class customer service experience.
How a poor setup can damage your brand image
If we incorrectly configure our messages, we lose the most important thing in any digital business: trust. When we make mistakes, we begin to create suspicious, meaningless interactions, even with an inappropriate tone, which gradually leads to the customer losing interest.
Most Common Mistakes Businesses Make
While setting up automated messages is a fundamental part of customer service, it’s also where many companies tend to make mistakes. To avoid this being the case for you, we’ll tell you the most common ones.
1. Overloading customers with too many automated messages
We understand that when working with automation, emotion prevails. However, if we use it too frequently and configure messages to be sent every day, we end up overloading customers and making them feel disgruntled by the company. Instead of attracting their interest and maintaining their loyalty, we cause them to want to unsubscribe from our company and never contract any services or purchase a product again.
2. Failing to personalize message content
It is believed that working with AI and being able to process automated messages is the battle won. However, it is even more important to personalize messages with the brand’s tone. Otherwise, in addition to creating disinterest, it also creates distrust, since it is more than evident that customers are talking to a bot.
3. Ignoring proper timing and frequency
Sending unrelated messages at the wrong time or with inconsistent frequency creates distrust, which leads to lower usage and, worse, to spam and being reported.
4. Not testing message flows before launch
Sometimes we are so confident in ourselves and what we can achieve that we completely forget to test message flows before launching them. The problem is that by not doing this testing, we fall into the trap of believing that they may not work properly or be inconsistent, limiting the service to a robotic and sluggish one.
5. Neglecting follow-ups or human touchpoints
If we get lazy, we lose customers and opportunities. What we mean by this is that we cannot neglect conversational follow-up and customer management.
How to Fix or Prevent These Mistakes
This article isn’t all about problems; we also have solutions you can implement if you encounter any of the errors mentioned above.
Segment audiences for relevant messaging
It’s easy to understand that every customer is different, but it’s difficult to differentiate them manually when they contact you. Therefore, automated tools like CRM are ideal, as they allow you to segment your audience to identify their preferences and thereby create relevant messages. Ideally, you can create a well-functioning and intelligent team to improve your service and avoid configuration errors.
Combine automation with live chat support
Working with message automation doesn’t mean you’re going to discard your human agents; on the contrary, you need to combine both services to create seamless and responsive support, so that live chat can also resolve any issues during the automated support process.
Use analytics to optimize message performance
Click-through rates, conversion rates, A/B testing, surveys, forms, and more are all analytics you can run to measure the performance of your messages and thus know how to optimize them. The best way to know if everything is working well is to have the results prove it.
Tools and Platforms to Help You Set Up Automation Messages
To correct errors, we need tools and platforms that can help us, especially to properly configure automation messages. We’ll tell you which ones are our favorites for you to consider.
CRMs with built-in automation features
We mentioned CRM before. This is software that helps improve companies’ relationships with their customers by managing and storing the data provided in a single database. It’s an exceptional tool that offers great benefits and integrates with various automated platforms like WhatsApp, creating a first-class service.
Messaging platforms like WhatsApp, Instagram, and Facebook
To develop seamless support and create first-class conversations, it’s best to work with messaging platforms to send frequent announcements or updates. For example, using WhatsApp’s broadcast feature can be a smart way to reach large audiences instantly. It allows you to:
- Combine timely automation messages.
- Ensure efficient and personalized communication.
- Create a frequent connection with customers.
- Send strategic campaigns to increase consumption and loyalty.
Kommos Guide to Whatsapp CRM – YouTube
Final Thoughts: Make Automation Work for You, Not Against You
In short, what you need is to create a service that flows seamlessly with your business. That said, you need to produce automated work that benefits you, not works against you. Finally, the best advice we can give you is to balance your automated service with personalization and your human agents. Don’t despair. Everyone makes mistakes, but only winners know how to fix them. Be part of the winning team and start setting up your automated messages efficiently!
