The digital age has forced traditional businesses to upgrade their customer support to suit more mature consumers. This is because customer buying journeys are becoming more complex and have ceased to be linear per se. 

The number of ways someone can discover your business has diversified. There is no way of predicting what touchpoints with your business are going to matter. Or when your customer will come in contact with them. And trust us, this isn’t entirely good news. 

When you focus on increasing the quality of support available throughout the customer journey at every point of contact, your customers have a pleasant experience regardless of what stage of the journey they are on. 

According to Dimensional Research, providing a positive experience when customers interact with your brand is essential, especially since over 52% of consumers say they make additional purchases from a business if they have a positive customer service experience.

So how do you define customer journeys through automation? Here is the answer: 

Redefine Your Customer Journey with Customer Service Automation


A simple customer journey follows the stages of Awareness, Research, Decision, and Advocacy. This means the better customer service is at each key stage, the better experience your customer gets. Customer service automation can help you provide that seamless experience. 

Let’s go through the stages one by one:

1. Awareness

Let’s say your customer finds out about your business. They visit your website. What now? Simply having well-written pages of content won’t be enough. It helps, but the real kicker lies in how you personalize your customer’s experience right from the start. AI chatbots can give your customers undivided attention instantaneously and 24/7. Any questions a potential customer might have is resolved immediately. Using conversational AI on your homepage or on landing pages to talk to your customer makes them feel valued and can make a lot of difference. 

AI chatbots can give your customers undivided attention instantaneously and 24/7. Any questions a potential customer might have is resolved immediately.

If your customer is looking for the solution you provide, conversational AI can help them navigate their problem by asking the specifics or providing them with FAQs. A simple “Hi, how can I help you?” when someone checks out your business app or website can enrich their search experience. 

AI chatbots can also help your customers discover suitable products for their needs, by identifying their likes and wants from conversations. Since these products are presented to the customer as suggestions in a natural and human-like language, it comes across as a helpful recommendation instead of a sales pitch.

2. Research

Customers like to do their research and visit different businesses before they decide to purchase. If all of these businesses offer the same service and do nothing remarkable, how will they stand out in the customer’s mind? Customers want to know details, specifications, why your business is better than all others, and what it means for them. Sometimes these questions can be as simple as the price of a product.

Other times, these queries can take on a more contextual nature and cannot be solved with simple specification details. This is where conversation AI can be really helpful. AI chatbots can help users find out everything they need to know about a product to make an informed decision, no matter how complex or simple their inquiries are.

Address all of these needs with a conversational AI support bot and make sure you never leave your customer’s side. When they have the information they need and have had a pleasant interaction with your chatbot, your customers will prefer your business.

3. Decision 

The journey isn’t over when a purchasing decision has been made. A 2019 survey had found that the shopping cart abandonment rate was as high as 77.73% globally. So, as long as the customer hasn’t made the purchase, the battle to win over the potential customer is still on.

With customer service automation and conversational AI, you can seamlessly guide them through any difficulties they may have in making the purchase. You can also suggest personalized offers and amazing deals and ensure the journey till check out is a smooth one. 

4. Advocacy 


Satisfied customers are voluntary advocates of your business. When people remember the interaction with your business positively, they are more prone to recommending your business to others. This is only possible when the post-purchase journey is equally optimized.

Automating customer service can help customers troubleshoot faster for simpler issues and aid your human agents deliver better support when the situation is trickier.

Result: Faster ticket resolution times and better customer satisfaction.

Customer Support Automation is the Answer

Today’s AI-powered chatbots can meet all these customer support demands and do much more. But, even if you cannot provide chatbots for every stage of your journey, find out the stages where your customers are struggling the most and implement customer service automation to assist them.

Today, AI is a member of the workforce, empowering companies to offer an enriching customer experience.

Insync’s AI-powered sales and support automation are ideal for businesses of all shapes and sizes. For more information on conversational AI and how it can augment business, try our free demo.