Why customer support automation is vital for every e-commerce business?

Updated 25 February 2022

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Automation or automatic control is the use of various control systems for operating equipment to meet the business requirement.

Customer support automation is the best way to deliver your customer but we can’t automate customer support totally.

Furthermore, Think you are running a business and now customers are increasing now they will be having the query regarding support, pre-sale,post-sale, refund, and much more.

For this, you will be needing a better customer help desk for supporting your customers.

Moreover, you will be needing a better customer help desk for supporting your customers. For every e-commerce business, there is a need to manage work from the side of the owner.

How to manage, differentiate, set priorities and Categories? How to follow customer support and manage reports?


It includes tags, tasks, workflow, saved replies, and ticket type for automating the ticket to assign the right person for the reply.


These are “business guidelines that can automate your customer support process”. Workflows constitute an event, condition, action. These are “business guidelines that can automate your customer support process”.

Therefore, Workflows constitute an event, condition, act. You can configure department-specific rules that automatically send an e-mail notification, assign a task to users and update field values when matched with the defined execution criteria.

The main reason behind creating automated business rules is that agents will no longer do these repetitive steps manually which surely reduces boredom amongst them and focus on other tasks that are having prime concerns.

Workflow process

Auto-assignment– Automatically assign the task to the dedicated team for better assistance/ support/ guidance.

Order fetching

Automated process to get order-related details at one place without checking that order from a particular mail id with the help of the help desk. Order-related details include order details, quantity, price, the name of payment method, shipment details.

Group/Team– Auto transfer the query to the respective group/team for which that particulate group has been set/performing. So, We can create groups and teams as per the requirement of business and can provide better assassinate/support to the customer.

Ticket-We can automate all things like update ticket status, transfer ticket, the creation of the task, account activation of the ticket.

Therefore, the agent forgets the password, the customer forgets the password account validation of the customer. So, that customer can get an instant response related to the query and With the ticket type, the owner/customer/staff can easily categorize the ticket.

Saved replies

We can add saved replies for an instant problem-solving customer. This will save time for both customer and the assigned buddy.

Task Management– The owner can manage the task as per the requirement of the business for providing better customer support. We can fully automate customer support because customers are the basis of any business. So, we can’t underestimate their requirements and rights to connect with the respective company.

Benefits of customer support automation-

  • Less time-consuming
  • Change as per the requirement of business
  • Task management
  • Support staff management
  • Order management
  • Ticket management
  • Reporting status
  • Customer’s follow-up
  • Customer support
  • Quality of service
  • Priorities task
  • Change as per the requirement of business
  • Affordable and best in price
  • Repetition of the same work will stop
  • Build a good reputation of business

Furthermore, customer support automation is necessary for every e-commerce business to support the customer in a better manner.

For example – banks provided ATMs, cash deposit machines, online banking, mobile apps for error-less processes and support customers the same as it. We also can automate our business for making things easy for the customer IVR process.

Moreover, Automation customer support will consume less time and will be the cheap best process to support the customer. They can find out a suitable solution as per their requirement. This all features are also available in UVdesk

Category(s) UVdesk
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