Last updated: 02.12.2021 04:55
Business process automation provides companies with excellent opportunities. First of all, they help to improve customer experience which happens to be one of the biggest recent business challenges. According to the report of McKinsey, 30% of tasks in the majority of occupations can be automated with the existing technology — and customer service is not an exception. So, how to effectively improve customer experience with business process automation?
Read on to find out about:
Business Process Automation (BPA) means nothing but using modern technologies to automate repeatable business-related tasks. Such a digital transformation based on replacing human work with intelligent tools and machines provides companies with multiple benefits. To name just a few of them, automation helps to:
Customer service, as any other business process, can also be supported with modern technical solutions. However, what’s special about this one is that it affects not only the quality of internal work. Customer service is first of all about the clients’ satisfaction, so considering their perspective is simply crucial to succeed.
There are at least a few touching points between the company and its customers, for example:
All the elements above create Customer Experience (CX) which means the overall satisfaction that the client gains from interactions with the company at all stages of their customer journey. Providing consumers with a great CX results in:
Thus, there’s no surprise that delivering a great customer experience becomes a business priority nowadays. To put it simply, the better is the CX, the bigger chance that the customer will repeat their purchase and stay loyal to the provider.
How to improve customer experience with business process automation? What kind of processes can be automated? To name just a few of them, digital transformation can be applied to:
Although 61% of marketers fear the lack of personal connection after implementing automation, in fact BPA delivers excellent results. Customer appreciates that their inquires are handled much faster, that they receive immediate response to their questions and that interaction with the company is smooth and intuitive. This makes them more eager to contact the company in the future and repeat the purchase.
Automation is particularly important in the omnichannel model in which inquires come from various tools, platforms and sources. According to Adobe, companies with a strong omnichannel customer engagement strategy reach a 10% annual growth, a 10% increase in average order value. Thus, using automation in omnichannel is one of the best strategies for improving CX and achieving satisfying business results.
Moreover, digital transformation in customer service influence also internal processes. Instead of completing tedious manual work, employees can focus on more strategic tasks and reach excellence in direct customer service when it’s essential. If you’re still not convinced, 37% of customer service departments see higher ROI from automation than any other department. This obviously means that customer service automation is definitely a thing to consider.
What kind of technologies can be used in customer service automation? A few of the most effective are:
Is business process automation really a must have, or rather a nice to have? According to the latest data showing that, for instance:
We may expect that customer service automation will be crucial to maintain a competitive advantage, as consumers will get used to fast and instant assistance sooner than we suppose.
However, there are a few challenges that make companies reluctant to implement business process automation. According to the Salesforce research, those are:
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