关于客户服务自动化，你需要知道的注意事项(13)_TheDosandDon’tsofCustomerServiceAut

Rely on one channel

单一渠道依赖

Customers contact the company’s customer care service through various channels. It’s their choice give them the freedom to do so. A company’s automated system should be able to extract vital customer information from multiple channels and not just one and all the automated channels should be linked to each other and the sales representatives.

客户总是会通过各种各样的渠道（电话、邮件、移动应用、网页留言等等）联系公司的客服代表。这是他们的自由，你不能对此施加限制。公司的自动化系统应该能够从多个渠道提取重要的客户信息，而不仅仅只是某一个特定的渠道。除此之外，所有的这些渠道应该能够相互链接、信息互通，并且销售代表也被关联其中。

Use automation for complex support issues

在复杂事项中使用自动化

Automated systems can be used for simple customer problems like billing purchasing and product inquiry. Sometimes the problem is too complicated and human input becomes essential to understand negotiate and solve the issue.