The power of great customer service cannot be overstated. Today’s customers demand more and better services from the businesses they frequent – and they vote with their feet. Many customers are willing to leave a brand even after just one negative experience. On the other hand, 78% of consumers would do business with a company again after a mistake – but only if the customer service is excellent. Thus, the customer experience is a differentiator of the brand.
In this environment, you cannot afford to impose long wait times on your customers just to talk to agents who are unfamiliar with the particular customer challenge. Customers don’t want to wait, and your technology needs to be time-sensitive. Introducing probiotic process automation (RPA) solutions into the contact center can help reduce wait times, reduce backlogs, and free up your agents to do their best, ensuring that your customers are satisfied with your products and services.
Reducing wait times is just the start
It’s obvious: no one wants to stay on the phone for long, especially these days. Automation tools can help agents reduce Average Processing Time (AHT) by avoiding having to ask customers duplicate questions. But beyond AHT, customers want informed and responsive agents. Automation can also help by providing customer information to agents and prompting responses that will trigger a positive customer experience.
For an example of how RPA can improve customer service beyond reducing wait times, let’s take a look at the case study from a large US telecommunications company. The company wanted to leverage automation to create more self-service options for customers. Thanks to its collaboration with UiPath, the company has been able to demonstrate a return on investment in several areas. Saving a minute here and there adds up: Automation saved an average of six minutes on each technician call. Every minute reduced on non-value added services was a minute saved on other tasks. Additionally, bots collected and presented customer information during calls, which saved agents time having to search for that information, creating happier agents. And of course, wait times were reduced by an average of 50 seconds per call, an estimated annual savings of $ 20 million.
Automate the easy things
An expert in artificial intelligence estimates that as many 40% of jobs could be automated within the next 15 years. But robots will not replace humans wholesale; rather, the promise of automation is that robots will automate tedious and repetitive tasks, freeing humans to focus on higher-level functions.
Your call center agents are a limited resource; why waste them on low level jobs? Let’s face it, some things just don’t need to be done by humans. Tasks such as post-call updates and fulfillment activities can easily be diverted into automated processes. With fruit-tending robots at their fingertips, your agents can be right where you need them – on the phone to resolve customer issues. With agents’ time freed up, they can devote their time and attention to problem solving and providing excellent customer service.
Break those damn silos
Inefficient processes can slow agents down, and if your operations aren’t modernized, you likely have a plethora of legacy systems that aren’t communicating with each other. If your agents work in a labor intensive environment, they can check nearly two dozen tools, just to solve a single customer problem. Surely there must be an easier way.
Data silos don’t help anyone. It doesn’t help agents in your contact center if the customer data they need isn’t available to them. Connecting all of your systems (CRM, ERP, IVR, chatbot, mainframe, and others) with tools that will know when and how best to transfer customers to a human can also help reduce wait and processing times. Modernizing your systems by connecting all your technology tools can also deliver a better end-to-end experience throughout the customer lifecycle. If the end goal is to create lifelong customers, you want technology that remembers who your loyal customers are.
Companies that devote thought and resources to improving the customer experience will have an edge over their competition. More than ever, companies need to think long term. Rather than focusing on individual sales, short-term time savings, and reduction in AHT, organizations should consider the benefits of the end-to-end customer experience throughout its lifecycle. . By breaking down silos and introducing automation to take over easy tasks, you free up your agents for the important task of providing great customer service, ensuring customers have great (not repetitive) experiences.
Learn more about UIPath’s contact center automation solutions at uipath.com.
Brad leads the UiPath Customer Experience and Contact Center Practice for the Americas and evangelizes the UiPath Platform for Customer Experience and Contact Center Automation. Brad has created two CRM consulting firms from the ground up.