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Why it's important to have automated customer service
· Response speed. Time matters and increasingly so. Customers need to be served as soon as possible and the average response speed (ASA) should be around 20 seconds. Studies indicate that if the ASA goes from 20 to 30 seconds, the service level percentage drops to 80% and the customer may disconnect.
· Comfort. Omnichannel is here to stay because customers want to be served through their favorite medium, be it telephone, WhatsApp or Facebook Messenger and, what is also important, to move from one to the other without interruption, that is, for management to take its course without having to repeat the information to the new agent.
· Greater autonomy. Most customers like to resolve their issues on their own rather than with a Chatbot or an agent, relying on forums, frequently asked questions or self-service portals. Not only does it give him greater autonomy, but it also allows him to set his own times.
Best Practices for Automating the Customer Service
Trusting 100% customer support is obviously a mistake. That is why it is always advisable to follow some good practices that provide the service with greater excellence:
· Don't lose the human touch. It has already been a verifiable reality that the customer must always be left with an escape route so that, whenever he so wishes, he can speak directly with an agent. Now, in addition, with the new law it is mandatory. The problem arises when we contact outside the operators' working hours. What to do then? Simple, allowing you to leave a message so that the next day the call will be returned by an agent, who will have automatically received that notification.
· Constant monitoring. An automation project is always a living project and, in the case of customer service, even more so. For this reason, it is important to periodically monitor the entire knowledge base that is being managed, including the answers that are sent because, for example, the way in which a certain incident was resolved may have changed when discovering that there is a better way than the one initially proposed. The same applies to other aspects, such as the telephone menu, which, if left unchanged, may not include the addition of new services.
· Get to know the Feedback of your customers. Although it is true that KPIs such as the increase in the number of incidents handled or the reduction in resolution times are good metrics to know if the automation project is working as desired, don't forget to ask the recipient directly: the customer. Conduct service evaluation surveys to detect any problems in an incident or to listen to suggestions from your customers.
What benefits does Customer Service automation provide
· Proactive support. To a Bot He doesn't miss one. Unlike traditional customer support, an RPA of Customer Service monitors the entire customer lifecycle, being able to anticipate certain incidents. If during a process of, for example, a mortgage granting, the customer forgets to attach any document, before the process is delayed, the system automatically alerts him, thus speeding up the deadlines.
· Customer Satisfaction. Thanks, among other factors, to the above-mentioned interactive interaction, the customer experience is significantly improved. It's no longer just that your waiting times are reduced, but so are the resolution times for your incidents. A satisfied customer is the best predictor of any company's products and services and with this type of solution you can increase close to 40%, while increasing sales.
· Effort savings. Have a knowledge base from which people are nourished Chatbots to serve customers has extraordinary value in reducing the time spent searching for information. In the same way, thanks to RPA technology, it is possible to have a 360º view of the customer when they interact, providing a greater level of personalization in the treatment with a minimum of effort.
· Reducing costs. Thanks to the optimization of service channels, work is streamlined, being able to serve a greater number of customers with fewer resources, because part of the service is carried out in a self-service mode or through chatbots. Freeing these agents from these simpler tasks allows them to be able to deal with larger and more complex incidents sooner, saving the cost of customer leaks, product returns, subscription cancellations, etc. It is estimated that a good RPA strategy of Customer Service can result in cost savings of 30%.
· Collaboration between teams. By automating customer service, all the teams involved in it are connected to the different workflows. In this way, their collaboration is closer and more immediate, even with the IT area, resulting in a more efficient service.
· Centralize information. Many companies continue to make intensive use of email in customer service tasks to, for example, scale incidents to different levels. This is a mistake, because the information is dispersed and the traceability of the process is lost. Customer service automation centralizes all information, democratizing it throughout the organization to make it easier to access.
Processes that can be automated
As we have seen on other occasions, in any automation process it is possible - in fact recommended - to go from less to more. These are some of the processes that are most suitable for being automated in a customer service:
· Ticket creation. Many of a customer's communications with customer service have to do with support issues. Thanks to automation, it is easier to create tickets, classifying the type of incident, linking it to the type of customer and the service you have contracted.
· Incident resolution. Or the simplest issues can be resolved directly by the Bot or, depending on their complexity and priority, be redirected in real time and in an unattended manner to the operator who can provide the best answer.
· Communication with customers. A customer service is not only to solve problems, but also to provide information, answer questions or, proactively, notify certain circumstances, such as the expiration of a subscription, for example. All these processes can be automated, providing the customer with the opportunity to be self-sufficient through self-service portals where, in addition, depending on their consumption habits, they can receive suggestions for new products or services.
Why Adea's process automation service
Tackle an automation project of Customer Service it's much more than implementing software. It requires the experience of a partner like Adea, who is not only capable of carrying out a project in which a Chatbot offer personalized answers, but also go beyond basic tasks.
The years of projects behind it provide Adea with the ability to go beyond configuring alerts, automating billing or scheduling emails based on certain milestones, creating new workflows to automate with which to raise the quality of the service provided to the customer.
