People might just use automation if it meant better customer service.
Would you use automation if it meant providing better customer experience and retaining customers more effectively?
Most people, if not everyone, despises having to wait in a long line to complete their transaction or having to fill out paperwork more than once. This is where automation comes into play and can drastically improve the experience you offer customers. This is because a streamlined and automated process is the foundation of a good customer experience.
Two of the most critical automation tools you can implement into your business operations are robotic process automation, RPA, and cognitive document automation that can capture document information and transfer that information to the right system or format. There are many other ways to improve customer experiences with automation including:
Reduced Wait Times
Customers hate having to wait in line to complete what they came to your business to achieve and a great way to reduce wait times is to have customers fill out necessary paperwork online before they arrive at your business. By implementing an automated cognitive document system, your business will be able to convert any paperwork filled out online beforehand to the proper format, eliminating the need for customers to fill out paperwork more than once, reducing their frustration.
Another thing customers hate to have to wait on is a customer service representative to help them and answer their call. Many customers are willing to do whatever it takes to avoid having to call customer service and a great way to eliminate this need is implementing automation to respond to customers online. With automation software, you can generate pre-designed replies for incoming texts and messages. This will allow customers to instantly resolve their issues and gives customer service representatives the ability to monitor incoming questions instead of having to focus on one-to-one calls.
Along with automated responses, chatbots and even bot-assisted agents can drastically improve your customer experiences. Chatbots and chatbot agents are the best way to provide a live chat service to customers because they can provide correct, personalized answers and most customers won’t even realize that they’re chatting with an AI-powered tool. Chatbots can even provide assistance to online shoppers helping them navigate their purchases and suggest related items to the ones they have recently shopped for, engaging them more effectively.
Social Media Automation
Another way automation can improve customer experiences is through automated social media. With almost three billion users on social media platforms, most people follow their favorite brands and feel a deeper connection to brands that are active on social media. With automation, you can schedule posts days in advance, allowing you to stay active on your social media networks, establish your social presence, and increase the trust customers have with your brand.
Intelligent automation can improve customer experiences by giving you a complete view of the customer’s history and past interactions. When customer information is gathered and stored, businesses are empowered with accurate data-driven strategies that will not only appeal to the customer but also improve their experience with the brand. By automating the information you gather about your customers, you can leverage detailed insights into common habits to create a personalized customer experience for every single one of our customers.
Right Experience for the Right Customer
With automation, the right experience is guaranteed to always reach the right customer. Automation can effectively personalize customer interactions, maximizing customer engagement and retention. When you implement automation systems in your business, you will be able to speak to customers the way they want to be spoken to. Automation systems can also conduct A/B testing to maximize the effectiveness of your products, web pages, and even content.