#RPA #CustomerSatisfaction #CustomerService #RPAUseCase #Robotics #ProcessDiscovery #ProcessAutomation
Call centers are on the frontlines of customer service and can also make or break a customer's experience with a company. How can RPA help to maximize sales and customer satisfaction through fast, reliable, and personal service? By:
A) Getting your customer service reps up-to-speed
With the right RPA solution, it's easy to make your customer service reps have the training they need to thrive with a minimal investment in time and resources. The way it works is simple: robots efficiently guide your new hires through the procedures they need to know via on-screen balloon tips. This can work for directing employees in what they should say, things they should keep in mind, and processes they should utilize for fast, personal, and reliable service. Kryon’s attended automation can do exactly that.
B) Improving customer satisfaction
By automating many of the repetitive tasks that can consume a customer service rep's time and attention, RPA allows them to get more done in less time. This allows them to minimize their average handling time and offer more personalized service to their waiting customers. For example, robots can give your reps quick access to useful information and help them avoid common mistakes, resulting in higher first-call resolution and overall customer satisfaction.
C) Boosting revenue
Now that your robots have helped your reps increase customer satisfaction, your RPA solution is able to help your reps more effectively upsell and cross-sell for greater profitability. It also enables your reps to reach their full sales potential by providing them with useful information in real time. For instance, you might have your robot automatically provide instructions (or even a full script) for speaking to a customer on the phone based on details in the customer's file.
Check out how you can use automation for customer feedback collection, analysis, reporting, and more in our guide here:
