In today's fast-paced e-commerce landscape, where every customer interaction counts, the role of email automation has become increasingly vital.
Support automation is a powerful concept that enhances customer experiences, and can significantly impact your business's bottom line.
It reduces your customer support workload and the reply time to your customer.
It’s possible to automate over 30% of emails received from your customers. We have reached this number and higher with our current customer.
In this blog post, we'll delve into the world of email automation for e-commerce, exploring what can be automated, how to do it effectively, and how it differs from chatbots automation.
What can you automate easily? - The low-hanging fruit.
To start, let's explore the low-hanging fruit of email automation.
This includes handling common scenarios like
- Out of office replies
- Thank you messages
These tasks may seem small but can be quite time-consuming when done manually.
Some help desks already have these features in place, if they don’t you should consider automating it with tools for support automation. This simplifies customer service and communication management.
What to Automate Next: E-commerce Specifics
Once you've streamlined these basic email tasks, it's time to dive deeper into the e-commerce specific customers’ questions.
Consider automating processes with repetitive questions and answers like:
- Order status
These are critical aspects of e-commerce that can benefit from automation, as they often involve repetitive actions and standardized responses.
Here a good practice to detect your frequently asked questions:
- Check your business email history
- Ask live agents
- Support ticket labeling
- Template answers
Product Questions: A Valuable Use Case
One area that often gets overlooked is automating responses to product-related questions.
Customers may inquire about product details, availability, or compatibility.
Using email automation to provide informative and timely responses can boost customer satisfaction and potentially lead to increased sales.
Using Chat GPT:
Leveraging AI, such as ChatGPT, is an excellent approach to automating product questions.
You can find more information about using ChatGPT in our previous blog post here - ChatGPT in E-commerce
However, it's important to note that automating emails differs from chatbots in several ways.
Email Automation vs. Chatbots: The Key Differences
Email automation is often more challenging than chat automation. Here are the main differences:
- Emails are less interactive.
- Emails are longer and the text is more nuanced
- You have one chance to be correct with emails
- Emails often have multiple intents
- Email parsing needs to be considered
What's Easier with Email Automation
On the bright side, some things are easier with email automation:
- You can leverage formatting options like bold text, bullet points, and links.
- You can have longer responses.
- You can have more structured responses.
Customers might not even realize they're communicating with an automated system.