Use automation and AI
Posted: Wed Feb 19, 2025 10:36 am
Inbound message tagging is another way to get the most out of Sprout’s Smart Inbox and Case Management solution. An organized tagging strategy helps you create tailored inbox views, ensuring quicker responses and improving your ability to analyze customer interactions once the holiday rush is over.
Make sure all your customer care agents—seasonal or otherwise—are up to speed on your strategy with thorough documentation. If you’re not tagging messages in Sprout already, here are potential use cases to consider:
Tag by urgency: If your agents are divided by support tiers, tagging messages by urgency can help ensure customers are connected to the right representative quickly.
Tag by customer concern: Understanding trends in customer questions and complaints (e.g., in relation to specific themes or products) can better prepare you for next year’s holiday season. Use the Cross-Network Tag Performance report (which analyzes recurring themes across customer inquiries) to report on questions by internal Tag.
Tag by response need: Some messages aren’t actionable. For example, if romania mobile database someone promotes their own services in your replies, you’re better off ignoring it. Tagging non-actionable messages lets your team focus on important customer interactions and helps you more accurately measure your agents’ time to first-response (TTFR) rates.
Use these tagging strategies individually or in combination to streamline customer service response and reporting efforts. By proactively tagging inbound messages and Cases, your team can provide excellent customer service no matter how many messages you receive this holiday season.
5.
An impressive 81% of marketers say AI has already had a positive impact on their work, according to the Index. And it’s undoubtedly front-of-mind for teams wanting to ensure customer service efficiency this holiday season. When you can’t get an extra headcount to lessen the burden on your team, there are ways you can use AI as an assistant during busy seasons.
Here are two stand-out areas where automation and AI customer service tools can make a difference:
Faster responses
While consumers still feel torn on how brands should use AI, most agree on one use case: using AI to improve customer service. A Q1 2024 Pulse Survey found that almost 74% of consumers agree they’re comfortable with brands using AI to deliver faster customer service on social. There will always be customer questions that go beyond your prepped FAQ answers. And fresh responses take time.
Make sure all your customer care agents—seasonal or otherwise—are up to speed on your strategy with thorough documentation. If you’re not tagging messages in Sprout already, here are potential use cases to consider:
Tag by urgency: If your agents are divided by support tiers, tagging messages by urgency can help ensure customers are connected to the right representative quickly.
Tag by customer concern: Understanding trends in customer questions and complaints (e.g., in relation to specific themes or products) can better prepare you for next year’s holiday season. Use the Cross-Network Tag Performance report (which analyzes recurring themes across customer inquiries) to report on questions by internal Tag.
Tag by response need: Some messages aren’t actionable. For example, if romania mobile database someone promotes their own services in your replies, you’re better off ignoring it. Tagging non-actionable messages lets your team focus on important customer interactions and helps you more accurately measure your agents’ time to first-response (TTFR) rates.
Use these tagging strategies individually or in combination to streamline customer service response and reporting efforts. By proactively tagging inbound messages and Cases, your team can provide excellent customer service no matter how many messages you receive this holiday season.
5.
An impressive 81% of marketers say AI has already had a positive impact on their work, according to the Index. And it’s undoubtedly front-of-mind for teams wanting to ensure customer service efficiency this holiday season. When you can’t get an extra headcount to lessen the burden on your team, there are ways you can use AI as an assistant during busy seasons.
Here are two stand-out areas where automation and AI customer service tools can make a difference:
Faster responses
While consumers still feel torn on how brands should use AI, most agree on one use case: using AI to improve customer service. A Q1 2024 Pulse Survey found that almost 74% of consumers agree they’re comfortable with brands using AI to deliver faster customer service on social. There will always be customer questions that go beyond your prepped FAQ answers. And fresh responses take time.