Robotic Process Automation (RPA) is a digital revolt technology that is transforming the way businesses conduct their operations. After the massive success the technology has brought to organizations across various sectors and industries, businesses are now exploring how this could extend to Client Support Representatives.
In current times there is such cut-throat competition era ‘Customer is Everything’. Customers are seeking quick fix solutions round the clock to the problems that they encounter. Whether it is reporting a technical issue with a purchased product that is troubling them or requesting changes in their orders; client support representatives have to be on their toes to address the problems.
Now a days several first level of client services is through IVR (interactive Voice recognition) systems or through Chatbots but when complex issues arise, a human touch point is necessary to cater to the clients’ expectations. It is a challenge for companies to have a perfect blend of human and automated workforce that solves the problems and caters to their customers effectively and efficiently.
The patience levels are low, anxiety levels are high and customers expect instant responses whether it is through an email or on call. Spelling errors or discrepancy of any kind is not spared as dissatisfaction is quick to set in and spread via negative word of mouth and through social media.
As should be quite apparent, the stakes are high and the conditions just about perfect for implementing Robotic Process Automation in Customer Support.
Case for RPA in Customer Support
Robotic Process Automation helps in eliminating the customer and employee effort by collecting, analyzing and sharing information across channels easily. RPA promises to automate back office processes and improve customer service.
Happy customers are a result of creative efforts of the customer support representatives of a company in delivering satisfactory service. Thinking out of the box can surprise customers and please them. Adopting RPA will help the organizations reply promptly to their customer queries and improve existing relationships.
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A study by Price Water House Coopers states that by next year 2020, there would be a requirement for flawless execution when it comes to omnichannel customer experience. Price and product may be important for any customer but customer experience will start playing a pivotal role in brand differentiation. It is for this reason that many organizations have transformed digitally to provide consistent experiences for their customers.
RPA in Customer Support
Robotic Process Automation has brought about reduction improvement in efficiency, error reduction, improvement in accuracy and productivity. All of valuable advantage to call centers by providing solutions to the problems in process and technologies across the industry.
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