7 Examples of Customer Service Queries Best Suited for Automation

As customer service professionals, it’s essential to see automation as a tool to enhance—not replace—the role of live support. Automation’s strength lies in handling repetitive service tasks, allowing teams to focus on meaningful, high-impact interactions. This approach benefits both the business, by managing higher service volumes without additional staffing, and the customer, by reducing wait times and enhancing satisfaction. By automating frequently asked questions, companies free up resources for interactions that truly require a human touch.

Common Types of Queries Perfect for Automation

The most beneficial queries to automate are routine, predictable questions. These include:

• Order status updates
• Shipping and delivery information
• Product availability
• Booking or reservation requests
• Return or refund policies

In addition, automating responses to product usage questions and troubleshooting common issues ensures customers receive timely, reliable answers without waiting. Here are seven examples of small and medium businesses that have successfully implemented automation to manage these common queries.

1. Holmes Place: Membership & Facility Inquiries

Holmes Place, a fitness club chain, implemented Glassix’s AI chatbots to handle about 35% of member inquiries, such as facility hours and membership details. This move significantly reduced phone call volumes, allowing for faster responses while letting human agents focus on complex questions that require personalised assistance

2. Cheeky Panda: Shipping Information

UK-based Cheeky Panda automated responses for queries on product availability and shipping, reducing the time customers wait for answers. Their chatbot provides information on delivery times, tracking, and shipping options, which enhances customer satisfaction and streamlines the support team’s workload

3. Wolf & Badger: Returns and Refunds

Ethical retailer Wolf & Badger automated responses to FAQs related to returns and refunds—a common source of customer inquiries. Automating these routine questions reduced the workload for customer service, allowing the team to focus on more unique or personalised inquiries

4. Birds Bakery: Product Availability Updates

Midlands-based Birds Bakery used a chatbot to handle queries about seasonal product availability, such as mince pies and hot cross buns. This automation reduced phone inquiries, allowing in-store staff to focus on serving customers and providing a better in-person experience during busy periods

5. The Allotment Vegan Eatery: Reservations

Example: The Allotment Vegan Eatery in Manchester streamlined their reservation process with an automated booking chatbot. Customers can check availability, make bookings, and modify reservations without human assistance, helping the team manage peak hours more efficiently and enhancing the dining experience

6. Blume: Product Guidance

Canadian wellness brand Blume automated responses to frequently asked questions about product usage and ingredients. Their chatbot provides consistent, accurate answers to customer questions, which has helped reduce the need for live support and ensure that customers receive quick guidance

7. Perkbox: Onboarding and Account Setup

Employee benefits platform Perkbox implemented a self-service FAQ and chatbot to manage onboarding inquiries from new customers. Automating account setup questions allowed their support team to focus on more detailed requests, improving service efficiency and response times

Key Takeaways for Implementing Automation

1. Analyse Query Frequency: Start by identifying the most frequently asked questions to ensure that automation will address high-impact areas.
2. Keep Automation Simple and Clear: Use straightforward responses for automated queries, making it easy for customers to find and understand the answers.
3. Monitor and Update Regularly: Customer questions can evolve; regularly review and update automated content to maintain relevance and accuracy.
4. Provide a Human Option: Ensure customers can easily reach a live agent if their issue isn’t resolved through automation, allowing flexibility in the support experience.

Automation is changing the face of customer service, helping small and medium businesses enhance efficiency and satisfaction by handling routine inquiries quickly. Whether managing order updates, handling reservations, or troubleshooting product usage, businesses should remember that automation’s goal is to make it easy for customers to do business with us. By thoughtfully applying automation, companies can improve customer interactions and ensure that valuable human resources are directed where they’re needed most.

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