How RPA Supports Customer Services

Deliver effortless and consistent customer support
Customers expect nothing but the best customer service everywhere, every day. And great customer service is key to building your brand's reputation. There is nothing more important to a business than delighting the customers with a pleasant experience — whether it is a seamless order process or efficiently resolving an issue or instantly getting information.

Gone are those days when you are put on hold for minutes on end while you wait for information to be captured or retrieved by the customer service agent.

Robotic Process Automation brings automation into the contact centre to aid the customer support agent to deliver prompt and personalised assistance every time. Automation enhances the agent's capabilities to attend to customers, with the best customer support solutions.
Automation does not replace the agents. Automating parts of the customer service will allow better usage of the agents by leveraging their decision-making power so they can attend to more complex queries.

Customer support has traditionally been a manual system. Deploying RPA and AI powered customer support/service can allow chosen areas to operate independently or with minimal manual involvement. The time saved can be used to attend to other processes that cannot be automated.
Without automation your business could lose its competitive edge. This is more so in the case of customer support. 24/7 customer support is possible with latest tools such as RPA chat support and AI communications. You can also create the best inbound and outbound centre by leveraging RPA technology.

RPA can transform the entire customer and service provider experience. Customers and agents stand to gain from the capabilities that RPA delivers. With a wide array of features and RPA-and-AI-powered technology, Phykon Direct helps you realise a more targeted customer service. Here are some of the benefits customers and service providers will experience:

What benefits do customers experience?

Improved response times:
Readily available data makes information accessible easily. Faster and tailored responses help cut down lengthy interactions. Customer queries are addressed promptly.

Better consistency:
Customers will base their expectations on their past experience with you. With automation it is possible to raise the bar and to keep delivering consistent services.

Personalised services:
Personalise the customer's experience by greeting them by name when they call, responding to every contact they make, retrieving their account information instantly or having their past details on hand. Personalising makes the interaction pleasant and satisfying for the customer. This will instill a connection with the brand.

Always-on assistance:
Software bots can stand in for human agents and attend to customer requests through 24/7 support. Chatbots and IVR are RPA tools that assist customers round-the-clock.

Effective communications:
Customers want to have flexibility to get in touch through various channels. You can attend to each instance of communication with a prompt response. With features like the IVR call-back on Phykon Direct, your customers will never have to wait on hold again. Or you can automatically respond to a blank call with a text message. Phykon Direct also has In-App outgoing emails and VoIP integration, enhancing communications with customers.

What benefits does the service provider experience?

Efficient services: Faster and easier data availability smoothens the process for agents — checking information, relaying data, and resolving issues. Customers can be attended to faster and a call can be closed in a shorter span of time. Real-time customer support makes the services efficient and set your business apart.

Better allocation of resources: Digital agents can handle repetitive rule-based tasks through RPA. However, more complex tasks that need a human's logical thinking power can assigned to human agents. Human agents can get a lot of tasks done with their superior skills. Match the right agents to the right tasks.

Better customer experience leads to brand loyalty: Increase the customers' confidence in you by providing swift, efficient and consistent services. It is easier to lose their loyalty that to build it. And so it is crucial to ensure that every interaction delivers the stellar experience that a customer expects.

Scalability:
As the business grows, it is important to find quicker ways to tackle common problems faced by customers. Automation will accommodate growth in business and will support wider services. More customers can be attended to without upsetting the system and you can continue to provide excellent customer support.

Reduce costs, increase revenue: By reducing the average call handling times and by reducing errors, businesses are not only able to reduce costs incurred but are also able to generate revenue through upselling and cross-selling. Happy customers mean happy businesses.

RPA tools in customer support centres

IVR: Interactive Voice Responses ensure each call is attended. No call gets missed. Customers can also schedule a service themselves on IVR. A procedure that earlier required a human agent can now be done in minutes on the IVR. Customers can simply call in and select the required options. Software bots automatically set the process in motion and fulfils the customer's request.
Chatbots: Interactive text responses or chatbots attend to text messages from customers. Chatbots can address standard requests and queries, while the more complex ones can be directed to human agents who will use their personal experience and intuition to resolve the issue.

With RPA a lot of work can be done in a single call in much lesser time. This increases the agent's productivity and the customer's satisfaction. Customers naturally gravitate towards a service provider that gives faster and more assured results. Get an edge over your competition by automating your customer services.
For more visit www.phykon.com