Automation and customer service

Automation is a powerful tool for personalization. Yet, it can easily end up doing the opposite for a business. Have you ever canceled an appointment with a service provider only to later get an automated text message asking you how the visit (that didn't happen) went? The same goes for marketing automation. While there are plenty of great use cases for automation, it can easily turn into an efficient way to lay bare a company's lack of personal interest in its customers. This is especially true when automation is implemented by an outsourced marketing partner with little to no understanding of, or experience with, your customers. Automation alone can’t fix poor customer service.