Every company aims to streamline its communication processes and achieve better results within a reasonable budget. However, this can often be challenging, which is why intelligent and effective tools like workflow automation are used. This program is designed to optimize conversational processes and guide users toward their sales goals.
Thanks to workflow automation, companies can provide real-time responses and generate greater customer satisfaction and engagement. Furthermore, there are no time constraints, meaning customers can communicate seamlessly and achieve the positive results they expect.
We want you to reap all these benefits and more, so we’ll show you how to build automated workflows and create the perfect balance for your support needs. Don’t get left behind—join us!
Step 1 – Map Your Customer Journey
The first step you should consider when building an optimal service with this technology is to map the customer journey, that is, to identify the key management points and how the future customer will act at each one. We’ll tell you more about this.
Identifying Key Touchpoints and Triggers
The first thing you should do is create a coherent conversational flow. This means identifying the touchpoints where your customers will be attracted or persuaded. This also includes key triggers, which are strategic words that will help the bot identify what action to take and how to proceed to continue with the established situation.
Defining Goals for Each Workflow Stage
Each stage the customer encounters will have certain objectives, whether to keep them engaged in the conversation or to complete the purchase. It’s crucial that you define each objective so that the intelligent technology itself can quickly identify what it needs to do.
Choosing Metrics to Measure Success
Click rates, open rates, satisfaction metrics, and more are some of the metrics you can use to measure the success of your service. It’s important to select some of these so you can create greater harmony in your service and build a successful, automated customer service experience.
Step 2 – Choose the Right Automation Tools
Once you have in mind the type of service you want to provide, the second step is to choose the right automation tools. You’ll notice there are many on the market; however, there’s always one that perfectly suits what you want to achieve. Let’s evaluate everything you need.
Core Features to Look for in Workflow Automation Platforms
Among the tools you find, you should pay attention to whether they are easy for your team to use, with an intuitive interface; whether they fit within your budget; whether they can be easily integrated with the tools you already use; and above all, whether they integrate with your future projects and can grow with you.
CRM, Messaging, and E-commerce Integrations
To create successful management and work efficiently, you must be able to integrate your automation program with:
- CRM System: to analyze and process all relevant customer data and operate intuitively and intelligently.
- Messaging: to interact quickly and efficiently with your audience, creating an excellent workflow.
- E-commerce: to perform intelligent actions that benefit your company’s growth and production.
When to Use AI-powered Automation Tools
AI automation was designed to be a helpful tool in various business areas. Ideally, you should leverage it to resolve complex situations or perform repetitive tasks. For example, for e-commerce businesses, Shopify’s AI platforms are ideal for optimizing sales, as they can:
- Automatically trigger workflows based on customer behavior, such as abandoned carts or repeat purchases.
- Personalize product recommendations and post-purchase messages at scale.
- Automate follow-up messages when a customer views a product multiple times but doesn’t complete the purchase.
- Increase interest and engagement through personalized and dynamic actions.
Meet Kommo’s Shopify AI agent: Your smart selling assistant
Step 3 – Design Your Automation Workflow
Now that we have the ideal tool in mind, we move on to the third step: designing your automation workflow. You don’t need to be a creative genius to do this; just use the right strategies that will help you connect better with your customers.
Creating Triggers, Actions, and Conditions
Your smart bot will need some help to do its job well. This specific help is called triggers, which are specific messages that customers will send. Based on these messages, the bot will predict what to do. You also need clear actions and conditions to ensure the service is adequate and stable.
Personalizing Messages Based on Customer Data
Each customer is unique, and you’ll know this based on the data they provide. To improve your relationship with them, you need to personalize interactions, taking this information into account. To improve everything, you must get the most out of your CRM program.
Setting Timing and Frequency Rules
Finally, you must have as a mandatory condition the specific time your bot will take to respond to customers. This ensures that interactions occur at the correct frequency and avoids problems due to response time.
Step 4 – Build and Test the Workflow
As a final step, we’ll cover a fundamental action you must take once everything is set up: creating and testing your workflow. The best way to know you have a top-notch tool is by verifying that it delivers on its promises.
Testing Scenarios and Error Handling
When integrating a new tool into your service, it’s essential to create scenarios in which you can test it. This allows you to confirm that it meets your expectations and, more importantly, that it performs as intended. Additionally, you should anticipate potential errors so you can prevent them in advance.
Ensuring a Human-like Customer Experience
You’ll be working with a bot, and your customers most likely know this too. However, this should be avoided at all costs. It’s crucial to guarantee a human-like experience to establish a stronger connection and build trust.
Final Checklist for Building a Successful Automation Workflow
Now that you know the most important steps to take, all that’s left is to build your successful service with workflow automation. As a final recommendation, we want to emphasize the importance of finding the right technologies to truly help you, such as Kommo IA, an excellent tool that, more than just offering advanced features, will guide you toward building the success you’ve always dreamed of.
There are no more excuses. It’s time to transform your service and start seeing the outstanding results that integrated automation brings to your customer service. We’re confident that everyone from your customers to your team will thank you.