Practical guide to getting the most out of automating customer service

Published on 05/20/2025

Getting Started: Much More Than Responding Quickly

Today, no one doubts that the customer experience is about immediacy and personalization, but I still see companies that are hesitant to take the leap to automating customer service. For years, at Sintonai, I've been helping companies transform their processes and discover how much potential is left untapped due to fear of technological change. Automating customer service not only resolves questions faster, but it also allows them to anticipate needs, identify sales opportunities, and, above all, free up team time for higher-value tasks.

I've found that when we overcome the barrier of "a bot doesn't understand my client," the results are astonishing. At Sintonai, we personally support the entire process, from initial analysis to deployment and ongoing adjustment. That's why I insist: it's not just about installing a chatbot, but about designing effective and engaging experiences. Our commitment is to ensure that technology adds value, not subtracts.

If you are encouraged to experience the change, I invite you to try our platform with 500 free messages, without obligation, through this linkYou'll be surprised at how quickly the benefits are felt.

Automating customer service: data speaks volumes

According to various studies, 70% of consumers expect a response in less than five minutes through digital channels. However, less than 40% of businesses achieve this sustainably. This is where automation shows its full value: it reduces wait times and increases satisfaction, without neglecting the closeness we so crave in the digital age.

At Sintonai, we help small and medium-sized businesses implement conversational systems that handle up to 85% of common inquiries. The result is a decrease of up to 60% in recurring tickets for human resources. Imagine an online store that resolves shipping or returns questions in seconds, freeing up staff to provide advice and sell more.

It doesn't just improve service: well-integrated automation increases opportunities for cross-selling and proactive follow-up. I assure you that, today, automating customer service is a competitive advantage, not a passing fad.

Practical tips: how to get the most out of it

After several hundred implementations at Sintonai, I've distilled some key points for making the most of automation. First, we need to identify the critical points in the customer journey: where is the most friction? Is it in sales, support, or after-sales? Then, we select the most impactful channels: web chat, WhatsApp, social media. Personalization is much more than naming the user; it's understanding the context and urgency.

Let's take a practical example: a company receives 200 questions a day, of which 60% are repeated queries. By automating support, the bulk of inquiries are answered instantly, while the team handles complex cases. The result: more time, fewer errors, and more loyal customers.

Our platform also allows for real-time satisfaction measurement and the detection of improvement patterns. In recent tests, I've seen companies double their conversion rates by including automated sales scripts when customers express interest. Automating customer service also means selling better.

Common mistakes and how to avoid them

One of the most common mistakes we see at Sintonai is trying to automate without a solid knowledge base. Before implementing a system, I personally support teams to define clear responses and consistent internal processes. The key is simplicity and scalability: responding quickly, but also well.

Another common mistake: leaving automation on autopilot. Key metrics (first response time, satisfaction, redirect rate) must be monitored and workflows periodically adjusted. At Sintonai, we offer ongoing training and support precisely so that no company feels overwhelmed by technology.

A personal tip: automation doesn't replace the human touch, it enhances it. That's why I advocate for hybrid models where customers can speak to a person when they really need to. This flexibility is what our users and customers value most.

Sintonai: How I can help you transform your customer service

As CEO of Sintonai, I take on the responsibility of supporting companies from the very beginning. My approach is based on listening, identifying real challenges, and adapting together step by step. I personally oversee implementation of key projects and guide teams so that automation becomes a real lever for change, not a fad.

Imagine a business that, after automating customer service, ensures that every completed transaction represents an additional sales opportunity. Across all sectors, we've seen improvements in perception, loyalty, and even online reviews.

I always encourage you to try without obligation: with Sintonai, you have 500 free messages to see the impact firsthand. My team and I are on the other side to accompany you throughout the entire process, because we believe in people-oriented technology.

What sets Sintonai apart is our end-to-end support, along with continuous learning throughout every interaction. If you're thinking about taking the leap to customer service automation, I invite you to experience it with us.

— Manuel Jurado, CEO of Sintonai