What can be automated in customer service
Enquiry confirmations, booking slots, reminders before an appointment, sending the offer, a follow up after a few days of silence, invoices and monthly document reminders.
The first contact gives the most. A customer who sends an enquiry and gets an answer in the same minute stays. A customer who waits until tomorrow has time to write to three other companies.
Reminders come second. A message a day before the appointment clearly reduces the number of no shows, and costs next to nothing, because it sends itself.
Third is the follow up. Most enquiries end without an order not because the customer chose someone else, but because the matter slipped their mind. A single reminder after three days wins some of them back.
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