There’s a strain of thought in the business world that automated features can never replace the “human experience” of interacting with an actual human being. And there’s something to be said for this idea. At the end of the day, many consumers still do value speaking to a professional if they have a complex, expensive, or important issue to discuss. What’s more, most automated tools are limited in what they can accomplish.
However, automation can absolutely act to improve the customer experience. When used well, automated tools can lessen wait times, solve common problems, and increase customer satisfaction. (The operative phrase of course being, “when used well.”)
Here, we’ll take a closer look at how cutting-edge companies use automation to their advantage:
Immediate Response
Human employees need time. They need time to sleep, to lunch, to go on vacation, to go to the bathroom, to collect their thoughts, and to perform every other function we humans have to carry out on a regular basis. Automated tools don’t have these same needs.
As such, tools like chatbots can be programmed to respond to customer queries that arrive outside of regular business hours. Even if a chatbot can’t solve a customer issue immediately, they can notify a customer that their message has been received and that they’ll be redirected to an employee ASAP. This instant response communication might not seem like much, but it can actually ease many people’s concerns and keep your customer service desk much more organized too.
Fewer Human Errors
Everyone makes basic mistakes from time to time. Even the most dedicated employees may spell a customer’s name wrong or accidentally log a purchase twice instead of once. On the other hand, automated tools can be trusted to perform repetitive tasks with 100% accuracy. For more information on robotic process automation, you can contact a company like Amitech Solutions.
Better Customer Outcomes
Professionals in virtually every industry can use automated tools to improve outcomes for their customers. By using automation effectively, sales professionals and customer service representatives can access files and information quickly and accurately. Then, they can use their own experience and knowledge to provide quality service to their customers.
Ultimately, automated features are not meant to replace office workers any more than a wrench is meant to replace a car mechanic. Rather, automated tools are just that –– tools that should be used to streamline and enhance the customer experience. Embracing this technology now could help set your business up for future success.
