RPA creates more rewarding customer service experiences and helps employees boost their productivity
Customer service plays a huge role in the success of any organization – it helps the business strengthen its brand, stand out from the competition & ensures customer loyalty. Moreover, Robotic process automation (RPA) has become one of the hottest topics of discussion among top-level employees as it allows people to deliver value-driven tasks. Any business can be scaled up by using the advanced techniques of RPA.
How RPA solutions help improve customer experience
Many organizations are using RPA tools in the form of voice assistant devices, chat-bots, and automated call centers that has transformed the face of customer support. Customer service is one of the most popular functions of RPA implementations. With the RPA taking over manual tasks, employees can focus more on solving the customer’s needs.
RPA Use cases in Customer service
- Chat-bots
Bots handle significant amount of customer queries - Self-service
RPA uses back-end application access to provide self-service options to the customers - Sign-in process
RPA enables users to create a secure login terminal with safe passwords.
Here are a few ways by which RPA can improve customer services.
Boosting Net promotor score
Net promoter score (NPS) has been proven to be the most effective way of analyzing customer satisfaction with any offering in the market. It is a widely used market research metric taken from asking customers how likely they are to recommend your product or service to others on a scale of 0-10.
It is a difference in the number of people who would like it and those who wouldn’t recommend the product/services to others. It is a great predictor of business growth.
NPS = % Promotors – % Detractors
RPA helps boosting this NPS by improving the general customer experience towards a business by introducing the speed in transactions.
Customer engagement
RPA bots can handle all sorts of queries – from very trivial questions to deep, specific ones. The chatbots use cognitive intelligence to answer all questions according to the emotional state of the customer whereas the RPA fetches relevant information for the users. This helps executives to handle more complex issues.
Lead generation & driving conversions
RPA bots have the capability to generate and nurture leads. Bots interact with the customer to capture the relevant information which can be later used by the marketing team to push the offerings in a timely manner. Bots identify the quality of lead to drive the conversions. Smart recommendation systems allow bots to help in up-selling and cross-selling the customers.
Improve E-commerce customer experience
In the e-commerce industry, importance is given to refund speed, fast shipping, and package tracking. Here, automation comes in handy to improve the overall customer experience.
Few RPA use cases in e-commerce for enhancing customer experience are mentioned below –
• Order tracking automation
• Reduction of average handle time in a call center
• Improving fast call resolutions (FCR) rates
• Loyalty campaign automation
Conclusion
The chance of human error gets significantly reduced upon using RPA in gathering customer data, thereby improving customer satisfaction. Companies can connect with their customers in a timely and personalized way.
If you can relate to these facts, contact us to know more.
