The customer experience (CX) is crucial in building a successful business. It isn’t easy to differentiate products and services when so many vendors are available. Except for a few rare exceptions, many companies can meet clients’ needs. As a business, it is essential to ask yourself, “Why would they choose me?”
Customer retention is just as necessary as customer acquisition. This is because many people believe that customer retention and loyalty only depend on client satisfaction. Data has proven that customer satisfaction does not make a difference in customer loyalty.
Customer experience is what will make your business stand apart from others. This metric is a key focus area for many companies seeking to grow.
There are many ways in which RPA can boost CX, helping companies retain customers and gain new ones.
RPA, in combination with IA, is designed to automate all end-to-end tasks on computers. Intelligent Automation sits at the intersection of artificial intelligence (AI), robotic processes automation (RPA), workflow, and cloud platforms.
Improved speed and quality in response
CX can be affected by the speed with which problems are resolved. Today, customers have many options to express their dissatisfaction via social media or other forums. One area often overlooked is the service provided to clients.
Businesses often struggle to provide fast customer service when it comes to customer service. Although adding resources may reduce the impact temporarily, it is not the long-term solution. There are some ways that RPA can make a difference.
Chat and self-service
Chatbots are one area where IA can be beneficial. Chatbots can respond 24/7 to customer inquiries, increasing the speed of customers’ responses. Chatbots powered by AI can help to solve problems. According to MIT Technology Review, AI-powered chatbots helped improve the resolution of complaints in 90% of businesses surveyed.
Chatbots are especially effective at helping clients resolve issues using self-service tools such as knowledge bases. Chatbots can deflect 30%-50% of a business’s workload, allowing agents to focus on more challenging and crucial demands.
Omnichannel
The omnichannel dimension is another area that is often overlooked. Consumers expect seamless experiences from businesses, regardless of how they interact.
Many customers find it frustrating to submit a service request via chat or email and follow up with a call.
These situations often lead to consumers being forced to repeat all their concerns, which can cause them to waste time and energy. Omnichannel organizations understand that customers frequently switch between support channels. Integrating RPA and IA tools across all customer touchpoints allows customers to update their records and request information in real-time, improving customer experience.
How can you get started with RPA?
It is good to start by documenting and identifying the current client interactions. Design these processes with an objective (e.g., what the client needs) and incorporate Automation to improve client interactions (e.g., workflows to automate data collection, provide support 24/7). To make these changes fit in a roadmap of implementation, they must be prioritized and qualified.
You can also build the apps you need to understand your clients and prospects better. Analyze their data and determine their expectations. Listen to what they have to say. Finally, take advantage of this information to continuously improve and innovate products and services.