Customer service has been a
key business differentiation. It has changed and evolved over many decades and
even centuries. Its core remains the same: businesses use technology in every
form to offer the best customer service within the most time.
The modern customer no longer
expects substandard service due to technological advancements, increased
consumer choice, and the trend towards eroding loyalty. The trend for instant
and top-notch customer service has been a major driver over the past ten years.
This is due to millennials who have made it a priority to interact with
customers around the clock. The consumer has been a focal point of the
organization's efforts recently.
Customers are demanding more from
companies and the decreasing response time of customer service representatives
is a major reason why many top-rated companies now respond in seconds to
customer inquiries. What if this is just the beginning? Imagine if companies
could offer superior customer service in real-time while controlling
operational costs and increasing customer satisfaction?
The
Era of Digital Transformation
Further advances have been
made in customer experience through the ongoing digital revolution. Customers
can now interact with their favorite brands whenever and wherever they like. While
digital tools such as social media, apps, and live chat have become the norm,
forward-thinking companies are now exploring new technologies to offer
customers innovative, value-added services.
Customer
Experience is all about
convenience. Companies must be aware of what convenience means these days.
Companies must integrate new communication channels that allow them to interact
with customers on their terms. This is why many of the world's most prominent
companies use messaging platforms to provide real-time tailored communications.
While traditional customer support channels like email and telephone will still
be important and relevant, new technologies can help companies connect with
digitally-savvy customers. Companies also have the added bonus of being
innovative and customer-focused.
The RPA
Opportunity
This is where robot process automation or RPA
comes in. It's the latest frontier in customer service. RPA, at its core, is
the use of computer software to generate responses, manipulate data, and process
transactions depending on the scope. This revolutionary technology can bring
about significant value in a wide range of industries and businesses that deal
with high volumes of business operations and processes.
RPA Services can help deliver more
efficient, cost-efficient and compliant operations when done correctly.
Automation allows employees, particularly customer service professionals, to
concentrate on high-value activities that deliver a better customer experience.
RPA will allow you to identify which customer tickets need immediate attention.
This will enable your customer support agents to spend more time on more
complicated issues that require human intervention to resolve. You can make
your customers happy with your customer service efforts, and your agents will
be more organized. RPA implementation can be a win-win situation for companies
that do it correctly.
Robotic
Process Automation Transformation
Integrating robotic process
automation is no small task. The details of each business will vary depending
on their industry and how they intend to automate. However, these three
components are essential for successful robotic process automation
transformation.
First and most importantly,
RPA implementation should be strategic for the company. RPA must be understood
as a business process and a strategic capability that increases company value.
This process of reengineering will help increase RPA's impact and maximize ROI.
Companies must do their homework and understand which processes can be
automated to reap huge business benefits.
For RPA to work, the second
part is that the C-suite must also support automation and transformation.
Cultural adoption requires careful communication and education about the
benefits of robotic process automation. This can make it difficult for RPA
enforcement to succeed.
Successful RPA implementation
depends on IT engagement. IT resistance and legacy IT systems can often hinder
automation and transformation. The IT department should be involved at the
beginning of RPA implementation to help create a clear roadmap and identify
potential roadblocks.
RPA in
Practice
People think of chatbots and
virtual assistants when considering how companies can use RPA. Uber, Twitter,
and Microsoft are just some of the major brands that have created intelligent
customer service solutions with some success.
While they can go wrong,
automation solutions can still be useful for simple queries or straightforward
transactions.
Robotic process automation is
not limited to customer engagement. Robotic process automation can automate
back-office processes, allowing employees to concentrate on more important,
value-added tasks, instead of repetitive, dull, monotonous tasks. It can also
transform complex processes like commercial finance operations. This is a huge
advantage in the financial service industry where many service providers depend
on their commercial finance department's efficient, cost-effective running to
keep their businesses afloat.
However, many legacy
technologies can make it difficult to run such operations. Many organizations
realize that legacy technologies are what is holding them back. However, they
might not have the expertise or resources to replace the outdated processes and
systems. Many organizations can improve their productivity and decrease costs
by simplifying and automating existing processes and by redesigning old
operating models.
Final
Thoughts on RPA
It is becoming harder to find
companies that offer excellent chat solutions and have RPA software as part of their
mission to provide customer service solutions. Highly competitive companies
can't afford to lose their clients to rivals who offer them the best technology
and tools in a challenging market. RPA automation solutions represent the
future of customer service and a trend you should not ignore if your company
wants to grow.
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