Many businesses face a huge number of challenges, especially in the digital workspace. It’s key that organisations are able to stay ahead of the game by offering their customers continually improved services, as this can be crucial in delivering a better customer experience. What’s more, being able to maintain customer service standards while dealing with increasingly complex systems can make it even more difficult for your staff.
RPA (robotic process automation) and Intelligent Automation can be the difference in helping your business to evolve and thrive. This type of technology can help to reduce the amount of mundane and repetitive tasks carried out by your staff, instead of leaving it to sophisticated robots that are able to achieve tasks quicker and more accurately. With that in mind, let’s take a look at how RPA can help to boost the customer experience.
Understanding the challenges of customer contact centres
Every business invests heavily in customer service, often by building sufficient contact centres with access to technology that helps to support customers and grow the business. Unfortunately, in most cases, the technology is not right and has meant businesses have had to use custom integrations where necessary that are often difficult to build and maintain and can be expensive.
Without the right technology and support, customer contact centres are left battling against a rigid process that doesn’t actually help with key targets like reducing call waiting times. By implementing RPA, businesses have the chance to put customer satisfaction first, but what difference does it really make?
Frees up staff time
By introducing an automated workflow system, the robots can be deployed to look after a number of different tasks that would have otherwise taken up a lot of staff’s time. Let your RPA solution complete the repetitive and mundane tasks that help the business to function, while your staff have more free time to concentrate on important, value-added tasks.
This means your customers can benefit from dealing with staff that are efficient, alert and helpful, as they aren’t being stretched across tedious and labour-intensive processes. Your staff have the chance to help customers in real-time where necessary, without having to check multiple systems to find information.
Improves accuracy of data processing
Your RPA solution can be built to help you improve data input and processing across the business. RPA is able to capture common fields like customer contact information, invoice totals or items ordered, before assembling them in a database ready for fulfilment.
This is important as it can drastically reduce the number of errors within your processes, as an RPA solution can increase accuracy and speed. It allows customers to get what they need, when they need it, especially when it comes to enquiries.
Eliminates need for manual entry of data
In turn, this means that RPA can reduce the amount of manual data entry that is required from your staff. This is one of the most time-consuming and repetitive tasks, not to mention then trying to find that information across various systems afterwards. By removing the need for your staff to input data manually, you can reduce stress, fatigue and error across various departments.
This can be instrumental in streamlining back-office operations and can result in improving the speed, accuracy and efficiency of your business processes. Whilst this isn’t something the customer will see directly, they will experience the benefits of staff being able to access the right data quickly in order to help them.
Resolves issues faster
RPA can play a huge role in reducing handling times as well as call waiting times, as staff will have more time to help the customers who present exceptions and need contact and support from a human worker. This is crucial for improving customer experience throughout your business, as it means you can resolve issues with reduced effort.
From the robots being deployed to assist with better data handling, to staff who feel more fulfilled and productive, the right RPA solution can simplify the customer experience by streamlining your business like never before.
