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7 Best Practices to Improve Your Customer Service

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~ 8 minutes read

Introduction

Customer service is of strategic importance for any enterprise; it determines the relationship between a company and its customers and impacts the brand image and reputation of the business in the market. The world of customer service is constantly evolving; it is destined to transform dramatically in the future due to the sheer number of channels the customers connect with any business. 

Customer service has become multi-channel with the emergence of new technologies–from the telephone to the chat, instant messaging, emails, web, and social networks. It has also become complex as customers have become very demanding and want to receive a fast and personalized response to their queries and complaints. The agents also need to deal with ever-increasing requests every day, which has led to businesses exploring new methods to enhance the productivity of their customer support representatives. 

Among several solutions is “Robotic Process Automation,” which relieves the workload on customer service by chatbots, speech recognition, automated ticketing system, self-service help center, etc. 

How can automation bring considerable benefits to a business? Together with the answer to this question, this article will discuss seven best practices companies can follow to offer better and speedy service to their clients.


Introduction

Benefits of automating the customer support function

Seven best practices to improve customer support

Conclusion

Benefits of automating the customer support function

For the customer support function, RPA offers several advantages:

  • Low implementation cost and significant savings: This technology does not require extensive Information System transformation and can be installed on top of existing systems. It also offers substantial savings while increasing productivity as the bots can function 24/7.
  • Efficiency and performance: It can handle any task driven by rules and schedules in record time.
  • Data quality: Bots can perform tasks with greater accuracy and compliance with audit trails and also allow firms to enforce controls easily.
  • Improve end-user satisfaction: Bots can handle massive customer queries to reduce the waiting time and improve the quality of service (rates of queries answered/resolved) even during peak hours.
  • Enable employees to focus on the most pressing issues: The automation of specific tasks such as answering recurring queries that don’t require the intervention of a support agent allows them to focus their efforts on critical problems.
  • Predictive analysis: Automating customer support helps businesses remove sticking points through predictive analytics (call recording and monitoring, voice recognition, etc.) and analyze how their clients interact with a product, support, and sales teams.
  • Optimal service within a limited budget: Companies unable to hire more employees to meet customer needs can address this issue with customer support automation. Such service is available on subscription and takes the form of helpdesk, CRM software, etc.

Seven best practices to improve customer support

Here, we share with you seven ways Robotic Process Automation can help you improve the productivity of support agents, optimize customer service, and increase customer satisfaction.

1. Appointment scheduling

Requesting an appointment can be tedious for many customers. An automated appointment scheduling can simplify this task through a self-management system by coordinating all calls/requests. Customers will contact the relevant agent or department through an interactive voice menu and make or cancel an appointment/reservation or schedule a consultation. Automation also makes the life of support agents easier as they don’t have to spend time on transferring calls and performing appointment scheduling the old way.

2. Ticketing system/Help desk

A versatile automated ticketing system includes reporting, polls and surveys, SLA (service-level agreement) management, task management, escalation, a self-service portal, community forum, and a knowledge base. An automated ticketing system allows businesses to categorize and track tickets, measure key performance indicators (KPIs) to assess support team productivity.

The ticketing/help desk system will create a digital record of all requests and notify the support for their assistance. With such systems, it is nearly impossible that any open case will remain unresolved. Once an issue is closed or resolved, the system will promptly notify the customer.

3. Suggestions and complaints

During peak hours, businesses may not respond to all customer complaints, feedback, and ideas. An automated voice mailbox stores customers’ messages without the involvement of an agent, to be examined later. It can be an automated attendant that can help callers connect directly with the relevant person or department. It plays messages and allows customers to choose appropriate options by pressing phone keys.

An automated handling system will work as a consistent and standardized system to intake, route, assign, and track the suggestions and complaints that can significantly enhance product quality and consumer satisfaction.  

4. After-sales service

Support after the sales process is highly critical, and RPA can help improve this process for higher customer satisfaction, resulting in brand loyalty and word-of-mouth marketing. When a customer makes a request (via the website or mobile app), a bot will interact with them and process and send the request to relevant people. Bots can automatically read and extract information from these requests in different formats and update them on the ticket information system. 

In case a client requests to return an item, a bot will track orders in real-time and send an acknowledgment to customers. Automation also improves visibility into the delivery person’s location, time of transit, and how long the product will take to return.

5. Customer feedback collection

Customer satisfaction level and loyalty play a critical role in making decisions in developing products and services. The satisfaction surveys are an essential tool to obtain the opinion of the users about a product/service and the company as a whole. 

Automation is the best way to speed up the overall CX program; using the RPA technology to deliver satisfaction surveys, maintain the result record, and disseminate the information to the right people when they need it (by integrating the bots with your CRM). Automation offers higher quality insights and takes off the time-wasting process of manual aggregation of data. 

6. Routine activities

RPA has transformed the way businesses communicate with their customers. A chatbot or virtual assistant, often equipped with artificial intelligence, offers a 24/7 point of contact to answer customers’ questions independently. It can also help customers perform routine actions such as getting account information, checking in for a flight, or pay their bills. 

A company can use two primary types of chatbots– conversational and transactional chatbots to offer 24/7 customer support. A conversational chatbot, equipped with artificial intelligence, would interact with a client in a human-like way. It will pick up variations in a customer’s questions or responses and present answers in a natural manner. The transactional chatbot is a pre-designed bot and provides a fixed set of answers/choices to customers. Once a user picks an option, the bot will guide them until the issue is resolved.

7. Refunds and exchange handling

Refunds and exchanges are among the common customer queries, and support agents process these requests based on their company policies. It means that this is a repetitive and monotonous process, and bots can execute it based on predefined policies more efficiently than the support team. 

This function can be made visible into the live chat window as “get a refund.” Similarly, a bot can also handle the returns processing and reduce support tickets to take the burden off the agents.

Conclusion

This article discussed seven best practices that prove the use of RPA worthy of your business. Many RPA tools can fully meet customer expectations without requiring human intervention. Whether it is an email or call, automation opens up many possibilities, even providing a personalized approach to customer relations. Companies can empower their human agents and transform their customer support by leveraging a robust RPA platform such as ElectroNeek that offers cutting-edge automation solutions to rethink customer services. If you want to know more about our products and services, please don’t hesitate to contact our team.