In the first episode of this topic, we spoke about customer attrition, how it has changed in the last few months and, most importantly, how can RPA improve employee efficiency, optimize customer satisfaction and enhance operational profitability.
In this second part, we will discuss the problems that arise with identifying customers in a system and updating the customer information in the system. We will see how implementing RPA will help you increase customer satisfaction.
Identifying the customer
Customers reach the call center every time they encounter a problem and they can’t solve it on their own, they want a change of the services they use, a change in their contract, and so on. Whenever this happens, the customer reaches an agent. The agent’s task is to identify them in the system in order to get the necessary information about the contract, order, order number, shipment ID, or any other information. In this situation, the agent must multitask by interacting with the customer while switching from one system to another.
The problems that might arise in this case are related to speed and errors, leading to a decrease in customer satisfaction. First, the agent must log in to different systems multiple times, slowing him down in his actions. Second, the agent can be all over the place handling multiple systems, delaying in giving the information to the client, ultimately creating a bad customer experience for the client.
How can RPA help?
If RPA steps in, it offers an intuitive approach to data integration and workflow. RPA can load a detailed customer profile in multiple systems by automating the steps such as application launch, field entries, mouse clicks, eliminating the need to manual switch between applications.
RPA will significantly reduce the time needed to identify the customer and puts all the details associated with the customer on one screen.
Updating customer information
As the discussion progresses toward resolving the issue, the agent has to update some data into the customer’s account. Again, the agent must navigate between multiple systems or applications to update the information. But, updating data across multiple fields in different systems is an error-prone and tedious task.
The problems that might arise in this case are related to data quality. When the agent has to deal with so many applications at the same time updating the information manually, the task can be subject to errors bringing a damaging effect to data quality.
How can RPA help?
RPA enables data integration across multiple fields of associated systems using one entry by the call center agent. It also creates template autofill, field entries, copy-paste information, and many more, without or very little human intervention. RPA integrates easily with the existing software or internal systems, eliminating the time spent with the cross-application.
All these functionalities mentioned above create the perfect environment for the agent to assist the customer in the best possible way without any errors, increasing customer satisfaction, and customer retention.
By investing in an RPA solution, companies will reduce the amount of data processed by human workers, exponentially decreasing the demand for rework, and lowering errors. This will give your employees more time to spend on more important tasks, generating new ideas, and create a more pleasant work environment.
Stay tuned for part 3 of the series!
FastPath Automation will keep your humans happy and your business flourish!