RPA for Customer Service

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How Robotic Process Automation (RPA) helps in transforming the Customer Services

The main asset of a company is its satisfied customers. Every company focuses on making the customer experience unique along with focusing on interacting with customers when needed. Hence, employees deal with the challenges of customer requirements and direct service. But, with the advent of technology and digitization, customer services have taken a new shape and increased efficiency in the business. One such prominent technology is Robotic Process Automation (RPA) in Customer Services.

RPA for Customer Service

Challenges in Customer Services

    Each customer is important to the company, and employees need to give individual attention to every customer linked to the business. Operative customer care is characterized by a complex organizational structure. Customer services can require immediate solutions or needs some high-level decision making whereas most cases can require similar or repetitive solutions.

    Some Challenges that employees face is:

  • Employees need information from different systems and applications to deal with the customer’s concerns.
  • Telephonic and classic processing is complex.
  • As each customer request is assigned to individual processes and service labels, switching from one system to another may decrease the overall productivity of the process.
  • The process is handled manually which may lead to incorrect data entry or incorrect data transfer.
  • Post-processing is a tedious and time-consuming process and takes as long as the actual customer call.
  • All these challenges can be faced by using RPA in customer services. Software bots can help employees during telephonic or classic interactions with customers increasing the overall efficiency of the company.

Automation with software robot (RPA) in Customer Services

Customer service is a round-the-clock functionality performed by the company. It has a major impact on the customer’s perception of the company’s products and services. As customer service is the first point of contact between the customer and the company, good service promises a good business relationship. Using Software robots to handle back-end and front-end repetitive processes of customer service has been of great advantage to improve the efficiency of the company. Also, the speed and accuracy increase to a great extent when using automation in customer services. RPA solutions in customer services can be used in handling customer interaction on social media, Chat, and Email. It can assist the employees during telephonic calls or while sending out fax or emails by displaying all the required data on one platform. Overall, the process not only helps the employees work better but also increases customer satisfaction, especially in terms of waiting time.

Robotic Process Automation as a solution to customer services

The following are the RPA solutions in customer service.

Chatbots for preselecting issues

Chatbots play a very important role in any customer service. They are the first point of contact that takes inquiries from customers, creates tickets, and also forwards some of the queries or tickets to the right person or department. As most of the customer inquiries are recurring, repetitive, and standardized, these can be replaced by chatbots that can independently function and reduce the wait time of the customers. Companies can make use of chatbots that advise customers to live. This way customer agents are relieved from these monotonous jobs and can be made used in other decision-making complex workflows. The chatbots access the stored data of this user. This way, the bots can make intelligent recommendations regarding appointments with service consultants or other rule-based processing.

Appointment creation using RPA

Employees have to make an appointment with the customers to process a request later or monitor the current processing status. This is a recurring and time-consuming job that can be easily replaced by RPA bots. This allows bots to use multiple systems, and at the end of the day, the company saves both time and money.

Automatic ticket processing

One of the major use cases in that process automation can be highly beneficial is in the ticket processing domain.

The repetitive steps of ticket processing consist of:

  • Creating a suitable ticket
  • Missing information that is necessary to process the tickets needs to be requested:
  • Directly from the customer (OR) Extracted from other databases.
  • Checking for the completeness and correctness of the information.
  • Finally, classifying the support request for further processing.
  • This is a high-level description of the process. But a robot can easily process the tickets within no time and can answer incoming support requests 24/7. It is not only time-saving but also reduces the dependency on manual work thereby reducing the overall cost of the company.

Call center process

Global companies need to reach millions of customers calls a year. They have a dedicated call center team to perform this task. So, every call center agent spends a great deal of time conducting customer meetings and documenting the information transferred during the call. Also, the agents have to arrange for a follow-up time for the next customer meeting. This requires tracking customer history and product data from various sources. Using Robots to assist the agents can be a massive increase in productivity for the organization. A robot can independently document customer meetings and analyze which processes in the system need to be initiated. It can make use of speech-to-text analysis. Also, a bot can easily merge new data with already existing ones. Hence, RPA solutions in the Customer services- call center process can optimize the productivity of the company.

Effective termination management

Even though termination management seems to be a fairly simple process, large companies have to deal with these on an everyday basis. Since the process has a high degree of standardization and the process steps are repetitive, it is ideal to implement Process Automation to manage this workflow.

  • The high-level steps that most companies follow to terminate the contract include:
  • Once the customer initiates the canceling process, the validity of the termination needs to be checked.
  • The remaining term and the next possible termination date need to be checked.
  • The dates and formalities needed to be informed to the customer, and the termination process must be carried out as per rules and standards on the informed date.
  • A final notification needs to be sent to the service employee so that he can manage the recovery of the customer.
  • A Software bot can easily replicate these steps and perform all the checks through different sources within no time. Also, the process will be carried out with 100% accuracy and saves the overall cost of the process.

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