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5 ways to improve customer service

It’s the obvious stuff, isn’t it? Everyone knows that keeping customers happy means being responsive, being adaptable, being knowledgeable, being available and being reliable. So what should you do?

  1. Robotic Process Automation (RPA)
  2. Robotic Process Automation (RPA)
  3. Robotic Process Automation (RPA)
  4. Robotic Process Automation (RPA)
  5. Robotic Process Automation (RPA)

Seriously! RPA is THE route to customer service improvement. Don’t believe me? Here’s why.

Be Responsive: Hit by a surge in cancellations upon the world-wide outbreak of Covid, one airline used an RPA bot to automatically extract ticket information from customer emails, open bookings and refund applications. The RPA bot could process an e-voucher in less than 3 minutes rather than the 20 minutes it would take a human. The result? Being responsive in a way that the employees weren’t capable of; with bots processing 4,000 requests daily instead of the 500 that employees could handle.

Be Adaptable: Last year during the pandemic, a major South American bank wanted to amend its working practice such that customers who were unable to pay their loans on time would not be automatically penalised by such things as late payments triggering credit notices to credit rating agencies. The problem was that to manually adapt a new process meant updating loan records at a rate of about 3 minutes each; even with a team of 100 people this would take about 2 years. The solution? An RPA bot that successfully updated all the records within months. Zero bank disruption, millions saved in labour costs, and importantly, high customer satisfaction rates with the bank’s ability to adapt to an altered landscape.

Be Knowledgeable: Everyone is used to having a bot assist them in their quest for knowledge – think Alexa – think Siri. Using bots to assist us delivering services to customers is an obvious extension to what we do in our day-to-day lives. Think of service desk self-service portals. A bot can make the experience far more engaging and interactive. A bot can take into account lots of factors far more quickly than a human can, such as, who is requesting help, what do you already know about them, what help have they required in the past, what previous interactions are relevant to this one, etc.

Be Available and be reliable: Digital workers are ALWAYS available. That’s a fact. They don’t get sick. They don’t take holidays. They’re there for you and your customers – ALWAYS. Just think back over the past year. Imagine if part of our workforce was immune to the current crisis and capable of performing tasks speedily, efficiently, on a 24/7 basis and unaffected by lockdown measures. For bots, processes such as service ticketing, document processing (including customer forms and applications), contact centre operations, order processing, data allocation and reporting, and customer management is standard stuff. Doesn’t matter if there’s a world-wide crisis. Doesn’t matter if the office closes. Bots carry on.

Want to improve customer service? Everyone does. Look to RPA. Don’t wait. The automation era is here. Look to RPA now.

15th March 2021

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