Customer support without a manager

The ASCN Agent is an automated system that responds to customer inquiries through Gmail or Telegram. The system has the potential to save $417 a month on customer support operators' salaries, and the average response time for an automated response is 5-15 minutes, depending on how many agents are working.

General Description of the ASCN Agent

With the ASCN Agent, the customer support process is automated by having the agent check for new messages coming to your Gmail or Telegram account every N minutes. The agent can independently resolve 80% of common questions, such as frequently asked questions, appointment booking, and complaints. Complex requests will be sent to a human to review before replying. The agent process will follow a scheduled process with a 5-15 minute response delay, allowing small businesses to respond to customers better than 99% of their competitors and save $417/month on operator wages.

With the ASCN Agent, there is no need for a complex connection or configuration since the system can connect natively with both Gmail and Telegram. The speed of the automation improves customer experience and fosters customer loyalty. By taking the responsibility of responding to routine questions from an employee, employees can focus on more complex or significant issues.

How the ASCN Agent Automates Customer Service

The ASCN Agent will check for incoming messages on both your Gmail and Telegram accounts once every N minutes and respond to customer inquiries as quickly as possible. The ASCN Agent will analyze the question and categorize it (e.g., if it is a frequently asked question — FAQ; an appointment booking; a complaint; etc.). If the question is categorized as a frequently asked question, then the agent will respond to the customer using a pre-created template from the ASCN Knowledge Base. If the question requires a human to respond (e.g., some questions may be too complex), the agent will send the question to a human for evaluation.

When generating responses, the agent will also consider the language of the customer to provide a friendly and professional response to customers. The agent can provide the customer with available times to book an appointment and confirm their appointment. The ASCN Agent is an innovative software application that helps agents respond to customers’ requests, and assign them to the appropriate employee so that the customer receives the quickest and/or highest quality response possible.

For example, one operations manager for a local business found that prior to implementing the ASCN Agent in their company, they were taking up to multiple hours to respond to a customer request; however, since implementing the ASCN Agent, they average only a few minutes to respond to their customer requests.

Greater Efficiency Versus Manual Processes

When companies use the ASCN Agent, they can provide much better customer service to customers while at the same time decreasing their expenses, by using the ASCN Agent to automate support functions. The ASCN Agent is able to respond to common customer inquiries extremely quickly, resulting in an average wait time of 5 to 15 minutes to receive a response for customers using the ASCN Agent. Small businesses using the ASCN Agent are able to respond to their customers faster than their competitors, creating high levels of customer satisfaction.

On average, businesses are able to save approximately $417 a month on the services of customer service operators (most of whom handle repetitive tasks). The ASCN Agent handles many of the repetitive tasks, e.g., providing answers to frequently asked questions to customers, allowing the employees to spend their time resolving other complex issues. By being very accurate and providing accurate responses to customers quickly, this allows customers to receive the information necessary to resolve their inquiries in the shortest time frame possible, thus providing customers with a quality service/experience which in turn creates loyalty.

In addition, using the ASCN Agent reduces employees’ workload, allowing them to spend their time working to create strategic plans, and improving the way their businesses operate. Improvement in employee productivity and overall company productivity are a direct result of increased quality of service and reduced operating expenses.

Immediate and Significant Impact on Business Results

Businesses implementing the ASCN Agent for automating their customer support through Gmail or Telegram will experience immediate and significant results. A particular restaurant, after implementing the ASCN Agent, was able to decrease its response time from well over four hours to less than two minutes, by using the ASCN Agent to automatically handle 80% of the customer requests received by the restaurant. By automating responses to common questions regarding appointments and service price, clinics have seen improved service levels and increased customer satisfaction due to the significant reduction of work being handled by administrators. This allows them to spend the majority of their time focusing on more complex tasks and improving how the clinic operates as a whole.

Utilizing ASCN Agent allows the average small business owner to save up to $417 monthly in support operator salaries as well as provide prompt and accurate responses to their customers’ requests enhancing their overall experience, earning their trust and encouraging them to return. Automating the response to their customers’ requests also allows for faster response times, giving those businesses a competitive edge.

The founder of a SaaS team said that after using ASCN Agent, his team was able to refocus from performing day-to-day customer support tasks to being able to focus on software development, allowing them to accelerate the launch of new features and improve customer service level.

Examples of Implementation

The implementation of ASCN Agent for automating customer support via Gmail and Telegram has provided demonstrable results in several industries. Some of those examples are provided below:

Local Restaurant: Response times reduced from over 4 hours to 2 minutes or less. By automating 80% of the restaurant's inquiries, the quality of service provided as well as customer loyalty have increased significantly. Due to the automation of menu questions, making reservations, and the delivery of promotional information, the restaurant staff members spend less than one hour per day providing customer service. This will ultimately reduce employees' number of hours worked while simultaneously improving the overall customer experience.

Clinic: Examples of how ASCN Agent can help small businesses save time and resources while also improving their level of customer service. Automation enables fast and accurate responses to common requests and increases trust and repeat business.

What You Will Receive

The implementation of ASCN Agent for customer support automation through Gmail and Telegram allows you to greatly simplify the management of incoming customer support requests. You will receive:

Prebuilt Workflow: A fully set up customer support automation template that checks Gmail and Telegram every N minutes for customer support requests.

Knowledge Base: Predefined responses to frequently asked questions, appointment bookings, and how to register complaints. This will allow for quick and accurate responses to customer inquiries.

Escalation Rules: Rules that allow for requests to be forwarded to a human for manual verification for complex inbound requests to ensure that any important or complicated issues are captured.

Monitoring Tools: Monitoring capabilities of agent productivity at a glance including tracking response time, number of requests fulfilled, and accuracy of responses to analyze and continuously improve customer service quality.

Using ASCN Agent you can respond quickly to customer service requests, improve service quality, and reduce your monthly support operator payroll costs by up to $417. Automation creates more efficient methods of conducting business allowing you to put your efforts into strategic initiatives resulting in greater customer satisfaction and loyalty.

To Launch ASCN Agent for Customer Support Automation via Gmail and Telegram

1. Connect: Connect Gmail and Telegram via ASCN's native integration features. The agent will automatically check and process the incoming messages.
2. Knowledge Base: Build a list of predefined responses to frequent customer inquiries including prices, services offered, and business hours. For example a restaurant may include menu information, bookings and promotions.
3. Escalation: Determine which inbound customer support requests to forward to the appropriate person for manual approval including complaints, refund requests or technical support for complicated issues so that they will be properly handled.
4. Agent Schedule: Determine the frequency (N minutes) that the agent will check both Gmail and Telegram for customer support requests causing an agent response time of 5-15 minutes.
5. Testing the Agent: Prior to going live test to confirm that the agent correctly identifies and responds to requests. This will cut down on errors and increase your overall customer service quality.

Following these steps will provide a very efficient and effective setup of ASCN Agent for customer support automation enabling your business the ability to save time and money while improving customer service and developing long-term customer loyalty.