The benefits of automated marketing are many and varied. It’s not just about cost saving by replacing call centre staff with software. There are efficiencies other than cost that make it well worth the time and effort to implement.
I prefer to think of it as a way to automate the initial part of the conversation and keep staff available for customers further down the funnel, who are really looking for that deeper level of conversation.
As much of an advocate for automation as I am, I don’t see that automation will ever be able to replace the human touch which will always be essential.
Here are a few quick reasons to automate.
It’s always on
When you’re selling your products or services internationally then chances are your customers are looking at your products when you’re not in the office, and often when you’re asleep.
Automation can mean you’re available to respond to enquiries 24/7.
When your customer asks a question via email, and it’s a question you can answer automatically, then they get the answer immediately. They don’t have to wait on hold or wait till you’re back in the office, they can find out straight away.
In principle, there’s really no limit to the volume you can handle with automation. It scales really well, although you do have to build better systems as you grow.
It’s more efficient
Answers to questions can be considered and the best possible response prepared well in advance. So you’re not rushing around trying to figure out an answer, it’s already written up and polished, ready to go. It also avoids having to repeatedly provide the same answer time and time again.
It frees you up to do other stuff
Automating processes isn’t just a way to reduce staffing costs. It frees existing staff up to do things that automation can’t do. Automation can never replace a human in terms of understand the complex nuances of many enquiries, especially some of the more personal enquiries, or when working with students who may be looking to study English so there language skills may need a human to be able to comprehend and connect the dots.