Do you have an idea for a solution that would boost customer engagement? One that would reduce workload and make your customers happier? An intelligent automation solution, such as robotic process automation, might be able to help! In this article, we’ll look at how intelligent automation can boost customer experience.
How smart systems affect sales
If you’re trying to build a successful business, you need more than just good products and services. There are a host of things that must work well behind the scenes to create a positive customer experience. And while it might be tempting to overlook these items. It’s essential that businesses that want long-term success focus on improving their sales process as much as their products and services.
Sales automation can help streamline your sales processes, improve efficiency and boost overall revenue. In fact, according to Salesforce research, companies using intelligent automation saw an average of $6 million in increased revenue. Compared with those who didn’t use any automation at all.
The key is to find a solution that works for your company—and there are plenty out there. But keep in mind that automating your sales processes will likely require some investment upfront. However, if you’re able to make smart investments now, you could see significant returns down the road. This means that if you want to see results from your efforts today. You should start by looking into how technology can increase sales and improve customer satisfaction today.
The value of human interaction
All businesses rely on human interaction, and that’s not going to change. But, as automation becomes more common in our everyday lives, we need to be aware of how it can affect our business, too. To stay ahead of automation trends—and ensure you don’t lose sight of what makes your company unique. Make sure you’re keeping a close eye on customer experience. We all want smart automated services and devices; what we don’t want is any compromise on our human connection. In fact, we may even want more of it. Here are some tips for keeping people at the heart of your business:
Put humans at ease with a face-to-face greeting:
In today’s digital world, most people prefer to deal with real people rather than automated services. As such, make sure there are always friendly faces greeting customers. When they walk through your door or call up for help over email or chat.
The more human interaction you can offer, even in a digital setting, the better. It doesn’t have to be an elaborate process. Sometimes just having someone acknowledge them and offer some basic information goes a long way toward creating that human connection that keeps people coming back.
Make it easy to reach out:
People want to feel like they can reach out when something goes wrong—or right. And know that their feedback will be heard. If you want to retain customers, make sure your systems are set up so they can easily contact you with questions or concerns.
This could mean offering multiple channels of communication (email, phone, live chat). Making it easy for them to leave reviews on social media sites. Or ensuring you have a clear route of escalation if they need further assistance.
Use automation as a tool, not a crutch:
Many companies turn to automation because they don’t have enough employees to handle customer requests.
While it may seem easier to let the software do all of the work for you. Using automation as a crutch will only hurt your business in the long run.
You need to take care of customers yourself by giving them what they want. And keeping those interactions personal whenever possible. Automated solutions should be tools—not replacements—for human interactions.
Create a seamless experience across platforms:
Customers shouldn’t have to jump through hoops to get what they want from you. That means your website needs to match up with your mobile app. Which needs to sync up with any other automated tools you use (like AI chatbots).
Ideally, everything would work together seamlessly without causing too much friction along the way.
Don’t rely on technology alone:
Technology is great, but we still need people to keep our businesses running smoothly. To truly create a personalized experience for every customer, you need both technology and human interaction working together. When done correctly, intelligent automation can boost your company’s overall customer experience. While helping you cut costs and reduce staffing requirements.
Real-time responsiveness:
Businesses rely on live chat because it’s a way to connect directly with their customers. But they also want to be able to scale it quickly. Many brands today are looking for intelligent automation options that can grow and adapt as quickly as their business does.
Chatbots (either built in-house or through a third-party provider) allows businesses to scale easily, improve accuracy, personalize interactions and ultimately boost customer experience. The same bot can interact with thousands of people each day. Helping resolve common issues in real-time—and even suggesting ways to fix them before they happen.
Plus, if there is an issue that requires human interaction, you have operators ready to step in at any time. And since you don’t need to pay someone to monitor your bot 24/7, you save money while providing better service.
You may think artificial intelligence is still something for science fiction films, but AI chatbots are already working behind the scenes across every industry—and retail is no exception.
While many consumers don’t realize it yet, chatbots offer one of the best opportunities retailers have ever had to increase engagement and loyalty among their target audience.
Accuracy and attention to detail
Given human error is still one of the biggest threats to automation, organizations need to ensure accuracy and attention to detail are an integral part of their machine learning processes.
This will require business leaders to make clear decisions on which customer interactions can be handled via AI systems and which need an employee’s involvement.
For example, when a customer calls in with a billing question, automated system should resolve it or a live agent?
The answer to that question may depend on how much time and money your organization wants to invest in training its employees. (Source: Four Ways Artificial Intelligence Will Change Customer Service, Digital Trends)
With millions of people engaged through multiple channels at any given moment, it has never been more important for brands to understand and manage every facet of their relationships with customers. As technology continues to evolve, businesses have never had more opportunities—or threats—to put themselves at a competitive advantage with today’s digitally savvy customers.
To stay ahead of changing customer expectations, you need tools that can help you gain an immediate understanding of how current and potential customers perceive your brand across social media platforms like Facebook, Twitter, Instagram, and LinkedIn.
You also need access to real-time insights into customer sentiment so you can take action when necessary or be ready in advance when changes should meet customer needs. (Source: Social Media Sentiment Analysis: How It Works)
Resilience in the face of change
More change is on its way, and businesses that can adapt to it will come out on top. As we start to see tech trends like AI become more mainstream, business leaders must embrace and implement new technology, but in a way that doesn’t disrupt their customers.
One solution: Use automated systems to take over tasks once reserved for humans. For example, customer service agents might be able to spend more time-solving problems instead of dealing with routine requests when chatbots are used as an intelligent automation tool.
When implemented well, these tools can help build trust with your audience by demonstrating your willingness to evolve alongside them.
