At a time when accurate analytics and quality performance are shaping business across, RPA comes in as a software that enables reliable and fast task completion. This automation shifts human effort away from mundane tasks to apply themselves to core business objectives and to focus on more challenging, higher-order tasks that can be of greater value to the business. RPA systems are not just more accurate; but also available 24/7. Which is why they can be seamlessly integrated into customer service to strengthen and automate customer engagement and even target potential customers. Leading to a quiet technological revolution, customer service automation is a sieve that helps filter data through a simple process without much intervention of human beings. With RPA’s improved accuracy and efficiency, organizations can allay their concerns for satisfied customers.
So how can RPA help businesses strengthen customer services?
- Strengthening customer communications: The key to maintaining strong customer relations is through continuous contact with customers through every touch point across the customer lifecycle, this includes all their preferences, needs, and pain points. RPA can help give automated reminders to customer service representatives about follow-up calls or emails for certain customers or even send automated messages to customers regarding new products or services. By integrating customer service automation into the most redundant tasks conducted by customer service agents or sales representatives, RPA ushers a golden opportunity to focus more on strengthening the relationship with customers. With predictive analytics, it also fosters a wider awareness of customer expectations.
- Increasing employee efficiency: Customer service representatives mostly deal with various tools, applications, and desktops. As they respond to queries from customers, they need to seamlessly switch between these tools and provide the information required by the customer. In such situations, an RPA implementation and customer service automation can help in assisting your agents by preloading customer information from the various applications that they would otherwise have to switch between. This is not only provides an easier interface for your employees, but also faster query resolution time for your clients.
- Eliminating errors across the customer lifecycle: According to the Harvard Business Review, erroneous data inputs by humans cost about $3 trillion annually in the US alone. RPA’s customer service automation tool can drastically help eliminate this human error and increase accessibility of data for customer service representatives. For instance, bots and other RPA tools can capture all process details and store them for potential auditing later. If a customer service representative, for instance, gets a follow-up call from a previously contacted customer, the RPA tool will automatically provide data from the customer’s account. In a typical setup, employees usually enter the data manually and sometimes even enter it multiple times. However, with RPA they can make a single-entry that will be recorded across all databases, thus eliminating the duplication of work.
While RPA has all these customer service benefits to offer, business leaders need to recognize which types of transactions can be performed well by robots and which ones fall in the appropriate sphere of human intervention.
As an increased number of decision-makers believe that RPA will lead to more productive and efficient working environments, we at Bista are constantly helping businesses to lead this change. With a strong team of developers who can drive this change seamlessly, we can help you understand how RPA can transform your business.
Contact us to book a free consultation session.