Customers believe that a company's experience is just as necessary as its products and services, according to 80% of respondents. Year after year, challenges such as complex onboarding, support requests, and expired credit cards result in more churn and worse client retention.

In reality, worldwide businesses lose $62 billion each year owing to poor customer service or experience. Customer success automation, on the other hand, could solve the majority of these negative interactions.

Simply put,  automation aids enterprises in the following ways:

• reduce operating expenses.

• cut down on customer wait times.

• get rid of human error;

• Concentrate on more time-sensitive and challenging jobs.

Like any other feature designed to improve and enhance business activities, Customer Success automation is not without its drawbacks. Fortunately for beginners, automation pros who are already familiar with automation technologies are willing to share their knowledge, allowing you to stay one step ahead of the competition.

Customer Success Managers implemented automation tools and overcame hurdles in the following ways:

1. Prompt follow-up messages: Using Facebook Messenger's (or any other live chat app's) automatic answers is a terrific way to respond to customers outside of work hours. Automation, on the other hand, cannot cover every possible circumstance. If your clients expect you to respond as quickly as you did the first time, this could be an issue. Few people attempted to remedy the problem by putting their business hours in their response. We agree that this is not an ideal situation and that it may be improved (for example, by providing 24/7 service), but it is still preferable to waiting until the next day to respond.

2. Chatbots that aggravate customers: Similar to the previous point, companies can use chatbots to respond to client inquiries immediately. They can save your Customer Success staff time by addressing simple, repetitive queries, allowing them to focus on more complex investigations. Chatbots can also go wrong, and according to recent research, "chatbots would sometimes react with an irrelevant answer, causing more customer frustration."

3. Ensuring that each automated procedure works for each Customer Success representative: Customer success isn't a one-size-fits-all strategy. Similarly, Customer Success must tailor its automation to each customer service representative's process. Few businesses employ automation to ensure that their consumers are happy with the service they receive. The advantages of using automation have become more apparent as their customer base has grown. They just had to pay to scale their automated services strategy in terms of business costs — there was no need to engage new (human) staff. "As your company expands and the number of automated processes grows, make sure you increase the amount of time set aside for Q&A so you can properly measure how well your automation is serving your Customer Success team."

4.  Personalizing offers automatically: Some businesses utilize automation to ask clients to score their most recent engagement with them. They also ask, "What could we have done better?" if the score is less than eight out of ten. The company maintains a competitive advantage. As a result, they concentrate their efforts on getting client input and developing the product. : Some businesses utilize automation to ask clients to score their most recent engagement with them. They also ask, "What could we have done better?" if the score is less than eight out of ten. The company maintains a competitive advantage. As a result, they concentrate their efforts on getting client input and developing the product. 

5. Automating client touchpoints too early: By automating customer touchpoints, which aim to activate, educate, or monitor health, you'll be able to get a better handle on what's going on than if you did everything manually. Automation, on the other hand, can be harmful if done incorrectly. This frequently arises when companies automate a process too soon and don't have a clear picture of what's going on. If you don't go through the process first, you'll wind up with clumsy systems that don't serve you or your customers well. The idea is always to begin more simply than you believe is required.

6. Persuading support representatives that automation can help them:Although Customer Success automation provides numerous advantages, it can also result in multiple organizational changes. Employees' first reaction is often to fight these changes. In such circumstances, it's critical to explain why change is beneficial, why your team should embrace it, and what opportunities arise when a support department is automated. Customers today are more impatient than ever before. They expect immediate, high-quality assistance, which is nearly impossible to provide without automation. "One of the most significant advantages of incorporating automation into your Customer Success operations is that it allows you to provide quick service to your clients, which can increase customer loyalty. Customers who believe they can get help promptly and have their problems resolved with minimal effort are more inclined to return.

7. Human touch is missing. One disadvantage of Customer Success automation is that it makes relationship building more difficult. "You can free up time to do what you're strong at by automating time-consuming, repetitive jobs. Customer success automation is beneficial since it reduces wait times and eliminates human errors. It does, however, exclude the human approach. The most important step here is to use automation sensibly, determining which tasks should be automated and when. To figure this out, look at the traits that 'loyal' consumers have in common so you can figure out which client types should be directly engaged and which can connect with chatbots."

8.  Resolving issues before customers contact you: Automated systems collect data from various sources and present a 360-degree perspective of a company's potential customers' journey. It is more efficient than a manual method in determining their intent and pain spots.: Automated systems collect data from various sources and present a 360-degree perspective of a company's potential customers' journey. It is more efficient than a manual method in determining their intent and pain spots.

9.  Inadequate segmentation and prioritization: Last but not least, customer segmentation and priority are areas where Customer Success automation can most likely help. Companies struggle to assess customer issues; therefore, they turn to Customer Success Management software, making customer data and analytics much more manageable.: Last but not least, customer segmentation and priority are areas where Customer Success automation can most likely help. Companies struggle to assess customer issues; therefore, they turn to Customer Success Management software, making customer data and analytics much more manageable.