How RPA can immediately transform your customer service team

RPA can provide your customer service team with significant efficiency gains. Source: Shutterstock

BUSINESS executives understand the value of Robotic Process Automation (RPA). The technology helps companies bring legacy systems together, automate repetitive workflows, and free up employees to better serve the company or its customers.

In most businesses, customer service is a cost center – but it’s critical to providing a comfortable post-sale experience to ensure satisfaction, loyalty, and repeat business.

To increase efficiency in the customer service department, executives might consider deploying RPA extensively, as the technology not only enables them to cut costs, but also frees up agents in those departments who can handle more demanding requests more effectively.

According to Kate Leggett, principal analyst at Forrester, there are four key ways executives can use RPA to instantly transform the work of customer service reps:

# 1 | Standardize the work for customer service representatives

When RPA is used to welcome customers to the service pool, find basic information, and sort it into buckets for different customer service teams, it automatically standardizes the work for agents and helps them provide better, smarter, smarter support to customers.

In addition, standardization makes it easier for the company to better understand and analyze its customer service agents and their response time according to requests, thereby creating opportunities for improvement.

# 2 | Increase the confidence of the customer service representative

Customer service reps often get bogged down in the day-to-day tasks they normally do – including querying customer data, sorting, and connecting – before actually delivering value. As a result, they start to believe that their job is not important.

With RPA, agents are able to tackle problems head on and not waste time clarifying the basic, day-to-day details to ensure they can focus on what the customer really needs and bond with them.

# 3 | Speed ​​up the work of the customer service representative

According to the Forrester Principal Analyst, RPA robots can perform tasks four to five times faster than agents, streamlining request capture and resolution, and improving turnaround times and service level agreements.

In this way, customer service reps can inspire customers and turn them into brand advocates, creating lasting value for the company. After all, no customer would like to dial in to a service employee or chat with him and wait for hours until he receives a usable answer.

# 4 | Deliver actionable insights

While agents focus on serving customers, they also have to manually enter a lot of data – which is supposed to help the company gain insights for later business improvement.

However, not much of this data is actually used because the data is often difficult to patch or has too many errors (yes, customer service agents sometimes make mistakes when entering data).

With RPA, data entry is automated and enables legacy systems that contain data to be patched with new age systems that analyze data and helps the company gain insights that are practically actionable right away.

Soumik Roy
| @soumikroy

Soumik Roy is an economics and technology specialist. He helps small and medium-sized business owners understand what is most important to the growth and success of their business.

June 5, 2021