RPA in Customer Service

RPA Leads the Path from Customer Service to Customer Delight

In today’s era of hybrid work, a lot of everyday customer-facing business operations have moved online. Since the opportunities for employees to physically interact with customers are extremely bleak, many organizations are struggling to drive effective customer service, let alone accomplish customer delight. If you want to deliver the best possible customer experiences, you need to embrace RPA and lead the path from customer service to customer delight. Read on to learn how! 

The Need for RPA

As humans get overwhelmed with the number of tasks they have to perform on a daily basis, intelligent automation via RPA or hyperautomation opens doors to high levels of efficiency and accuracy. By mimicking the human brain, RPA aids in carrying out mundane, repetitive stuff more quickly, accurately, and tirelessly than humans. This frees humans to focus on tasks that require innate human strengths such as emotional intelligence, reasoning, judgment, and interaction with the customer.

With more than 60% of all jobs having the potential for automation, RPA can take over processes ranging from data entry to order processing, onboarding to auditing, legacy system integration to payroll processing – the scope for RPA in the business environment is extremely massive, allowing businesses to achieve a number of business benefits such as

  • Improved accuracy of tasks and reduced error rate 
  • Enhanced productivity and faster cycle times via automation of manual processes 
  • Better employee morale and the opportunity to focus on high-value work 
  • Increased reliability and performance of business operations – without interruption 
  • Better consistency as routine tasks are performed with the same efficiency every time
  • Quicker compliance with evolving rules and regulations with the option to provide an accurate audit trail history 

RPA’s role in driving customer delight 

From automated data extraction with near 100% accuracy to efficiency improvements that enable humans to put their analytical abilities to use, RPA paves the way for accurate, timely, and error-free operations. In the realm of customer service, deploying RPA can not only lead to reduced costs but also in freeing up agents to tackle challenging requests more effectively. 

Such automation helps in improving customer experiences and also aids in boosting agent confidence. Since customer service teams are often overwhelmed by the volume of mundane tasks, including capturing customer details, entering them into their system, and responding to their queries, they are left with very little time – or motivation – to deliver any value.

By speeding up tasks, reducing error rates, and responding to customers in a more human manner, RPA can empower agents to provide a delightful experience – across the customer purchasing journey. In the long run, this can lead to improved satisfaction and loyalty, as well as better retention. 

Let’s look at RPA’s role in driving effective customer delight: 

  • Automate routine tasks: One of the biggest benefits that RPA delivers to the customer service department is the automation of routine tasks: right from data entry to basic customer interactions. For instance, using RPA, agents can more easily onboard new customers while also reducing the time it takes to capture basic information. Such automation can ensure customer requests are attended to as quickly as possible, leading to higher levels of customer satisfaction and contentment. 
  • Enable 24×7 access: A big reason for customer dissatisfaction with the service team is the limited time window that organizations have traditionally offered. RPA can help overcome this challenge by offering 24×7 access to the customer service desk. Since bots can work round-the-clock, without a dip in their efficiency, customers can get their issues resolved – irrespective of the day or time. No more making your customers wait to be heard after office hours or after the weekend. 
  • Intelligently route requests: With so many customer requests coming in on a daily basis, it becomes difficult to route them to the right teams. RPA can automate this process and intelligently route the requests. By evaluating each request across different parameters, RPA can help in assessing the criticality or severity of every request, while routing it to the right agent for quick closure. 
  • Proactively interact with customers: Instead of waiting for customers to approach customer service teams when they have an issue, RPA can help agents to gauge their needs in advance. Via automation, agents can not only stop worrying about wasting time navigating spreadsheets; they can also have the information they need at their fingertips to directly interact with customers, handle customers, and take a proactive approach to delight them. 
  • Unearth actionable customer service insights: RPA is also a great way to unearth actionable customer service insights. By automating the data analysis process, customer service teams are in a better position to capture customer requirements from different touchpoints and analyze them in time to overcome roadblocks, resolve issues, and deliver service that better meets their needs.  

Lead the way

Customer experience has become a very differentiator for every business today. But the reliance on manual processes to respond to and resolve customer issues, has, unfortunately, made customer service teams the Achilles heel for most organizations. 

If you want to delight your customers and stand out from the crowd, you need to curate an intelligent automation strategy to attract new customers and retain existing ones via exceptional customer experience. Adopt RPA today to improve the speed and quality of your customer service and lead the path to customer delight! 

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