Application of RPA in the customer service industry

章鱼机器人RPA

Application of RPA in the customer service industry [Copy link]

 

For today's enterprises, good customer service represents the first image of the company and brand, which covers all experiences and interactions at every touch point throughout the customer life cycle, including customer needs, preferences and pain points. Excellent customer service can even become an intangible asset of the enterprise.

For customer service representatives, collecting and processing information is often a huge task. They often need to jump from one system to the next, verifying the account in one system, while all other customer-related information (including current order status, order history and pending, ticket support, etc.) is often on another system.

On the one hand, customer service representatives need to listen attentively to customer needs and explore potential business opportunities. At the same time, they need to open and operate multiple application services to check order status or perform data input, verification and other activities. Being in multi-tasking service mode for a long time will be a test for a customer service staff's concentration. Especially during peak business hours, slow processing time, login between different systems, and copy and paste operations are simply a "disaster" for customer service representatives. A slight delay in operation will increase the customer's waiting time, causing customer dissatisfaction, thereby reducing overall customer satisfaction.

Customer service call centers can use RPA to simplify and automate tedious back-end tasks. Customer service staff can be freed from a large number of manual back-end operations, so that they can focus more on interacting with customers. RPA robots can perform a large number of rule-based tasks like humans, providing a wide range of benefits to call centers and customers, improving service efficiency and level, improving overall customer service quality, and saving time and costs for enterprises. Provide a quick and positive return on investment without increasing recruitment and training costs.

RPA solutions can provide "fully automated" (i.e. Unattended) or "semi-automated" (i.e. Attended) robot design solutions to adapt to the different service processes of customer service representatives, thereby better assisting customer service representatives in handling their work.

Optimize business processes

RPA allows agents to integrate data into the field so that all systems can be updated with only one entry of information. By automating the process and enabling real-time data integration, related business processes are optimized.

Reduce error rate

With RPA robots, customer service representatives can spend less time updating information across multiple systems and ensure that no system is missed when adding new information, providing customers with a better experience with almost zero error rate.

Backend Automation

RPA robots can effectively replace manual processing of tedious back-end tasks including ticket issuance, data entry, and claim submission, allowing customer service representatives to easily and efficiently deliver information and respond to customer needs, ensuring a better service quality experience, and taking care of more people in a shorter time, thereby improving productivity.

Front-end automation extension

RPA can also be used at the front desk to enhance customer service representatives’ communications with other aspects of the customer. When an automated message is sent to a customer about a new service or product, or when a customer submits an inquiry or complaint request, the RPA robot can automatically trigger a notification.

Customer data management automation

The customer data that the call center needs to process every day is automatically entered by the system, but maintaining and viewing customer data requires manual work. RPA robots can automatically extract all customer data information from CRM and store the information in a specified location according to settings. Finally, customer data reports are generated and sent to sales and other departments.

Customer demand forecasting

RPA robots can accurately predict customers' needs and what they want to do next by scanning, analyzing, and cross-checking customers' query records and then performing data analysis, thereby helping customers quickly answer questions and improve customer satisfaction.

Automatic collection of customer complaints and suggestions

In addition to making phone calls, customers sometimes make complaints and provide feedback in text form, such as sending emails, leaving messages on websites, etc. RPA can simplify this process. Employees can set RPA to a specified location (email, website database, etc.) to extract customer complaints and suggestions, and then automatically generate and sort customer complaint reports, collect customer complaint information and suggestions, and improve related services in the future.

The application of RPA robots can handle complex and time-consuming tasks for call centers, providing companies with a good opportunity to build relationships with customers. It helps companies gain a deeper understanding of customer expectations and how to better meet these expectations through existing and future customer services, improve customer satisfaction, and enhance their own advantages.


This content was originally created by EEWORLD forum user Octopus Robot RPA . If you need to reprint or use it for commercial purposes, you must obtain the author's consent and indicate the source