Customer experience (CX) automation is ruling the roost and is clearly winning a thumbs up from CX professionals globally. People have realized the advantages of automating CX and now they want to reap the business benefits.
Automating Customer experience programs are done to enhance the overall productivity of the enterprise process. Automation reduces the repetition of tasks and aids in reallocation of the resources to crucial tasks. Automation has proven to be economical for small and mid-size companies.
Let us look at Customer Experience automation use case examples to know how effective this technology is.
- Customer Service & Self-Service
- Usefulness and Accessibility
- Personalized Support
- Competent Sales & Marketing
- Equilibrium
Customers today prefer being communicated via texts rather than calls. They go for quick response time and online accessibility. Automating customer service is the best way companies can reach customers and resolve their queries.
Today live chat support, AI automation software like chatbots is well equipped to resolve user queries. These solutions offer instant solutions to relatively simple user problems. However, complex problems are addressed by human agents.
Self-service is another excellent option where companies provide information in the form of FAQs or a series of steps where users can seek answers for their queries and proceed. This is an excellent form of a DIY model.
This not only provides a good customer experience for the users but also saves time of resources of the businesses. These methods make sure that your business has loyal customers and growth in sales.
Customers today look at how useful your service or product is to them and what kind of service you provide makes it or breaks it for them.
Companies are looking at technological solutions like IDP – Intelligent Document Processing, AI – Artificial Intelligence, ML – Machine Learning and NLP – Natural Language Processing to integrate the processing of data from documents. It will help to extract needed information, organize and read the information.
It is extremely useful for companies receiving high-volume sales orders. Electronic forms bring competence in the process and reduce the rate of human error. With direct and instant access to customers’ order history can lead to quicker problem resolution.
Automation helps in delivery customized support. Automated email platforms and CRM (Customer Relationship Management) systems aid in sending targeted offers or deals to customers based on their interaction with the brand. These tools play a crucial role in sending reminders to customers about items for checkout, follow up after a purchase, and sending updates. This will not increase your brand value but is also a sure short way to gain loyalty.
Marketing campaigns can be customized with marketing tools based on RPA (Robotic Process Automation). They can gather information based on demographic factors such as location, age, gender etc. This will help in targeting the campaigns to particular locations and people.
AI in customer service can shift your user experience to a great deal. It offers consistency and monitor user’s emotional state throughout the sales cycle and thereby help brands to enhance their performance in providing better user experience.
Brands also get ample opportunity to understand their user preferences and initiate self-help options accordingly.
The key to digital transformation is in incorporating AI and RPA technology into your businesses sooner than later. Automation saves time of businesses by generating analytics quickly and providing insights accurately.
Easy and prior availability of information on sales forecasting and supply and demand predictions, will help brands to provide relevant services to right people at the right time.
Not only will this improve your organization’s productivity, but it will show your customers that you’re ready and able to meet their evolving needs.
Conclusion
Your customers are smarter than you, always remember that! You need to meet their requirements whenever and wherever they are available. With a plethora of options in the market today, it does not take longer to lose a customer loyalty. Brands should be able to adapt themselves to new technology and deliver services efficiently.
To deliver such impeccable services you need a trusted and expert team who can assist you throughout the process. Reach out to our team at Embitel, a certified Freshworks partner and assist you with all Freshworks related implementation and integration support services.
