How RPA helps to Improve Customer Service!
Original Source - https://medium.com/@scarlett8285/how-rpa-helps-to-improve-customer-service-7fe0abc9b810
“A bank redesigned its claims process to use bots for handling 1.5 million requests each year.” Shocking right! This blog reveals the benefits of RPA that you have not heard of.
With a lot of buzz around, Robotic Process Automation has become the hottest topic of discussion among the C-suite. One of the major benefits of RPA is that it helps to automate mundane tasks. This increases the work productivity of the employees and gives them ample time to do value-driven tasks.
This is why many companies these days are using RPA tools for developing software programs to manipulate data, interpret transactions and communicate with other digital systems. By using advanced techniques of RPA automation anywhere in your business, you can scale your business growth.
The global Robotic Process Automation (RPA) market size was valued at USD 597.5 million in 2018 and is expected to reach USD 3.97 billion by 2025, says a study by Grand View Research, Inc. It is estimated to expand at a CAGR of 31.1% over the forecast period.
Clearly, RPA is dominating the industry space today. Here in this blog, we have discussed the ways in which RPA is improving Customer Experience.
Focuses on tasks that nurture Customer Relationships
Robotic Process Automation helps companies automate mundane tasks which increases efficiency and reduces costs. When machines control repetitive mundane tasks, then the workers get more time to invest in value-driven tasks associated with creativity, innovation, problem-solving, connecting with customers and developing the customer experience.
Moreover, RPA allows customer agents to focus on tasks that impact customer relationships. Let’s see how RPA does this? It helps the agents by offloading repetitive tasks so they can focus more on up-leveling their skills and nurturing customer relationships.
A bank redesigned its claims process to use bots for handling 1.5 million requests each year. You will be amazed to know that the overall work done by 85 bots was equal to the output of 200 full-time human employees but it was equivalent to only 30% of the cost.
Thus, using RPA helped the bank in increasing productivity thus enabling it to utilize the saved time and cost in value-driven tasks associated with building customer relationships. You can also hire RPA developers in your projects to increase overall business productivity.
Advantages of using RPA
Takes less time
Increass work productivity
Involves fewer resources
Reduces cost
[Also Read :-Conversational RPA Synergizes The Power Of RPA And AI!]
Gives Quick Response to Customer Queries
RPA has completely revolutionized the way companies NOW respond to customer queries. Have you heard about Amelia before? It is a chatbot used by Allstate to assist its employees in their customer interactions. Contact center agents can use Amelia to access the latest insurance regulations and protocol while they’re on the phone with a customer.
Using this chatbot allows the company to achieve the best of both worlds: on one hand, the customers get instant responses to their queries and on the other hand, they also get the speed and efficiency of a chatbot for handling huge amounts of constantly changing insurance information.
Gartner forecasts that by 2020, over 85% of customer interactions will be handled without a human. Probably, enterprises will use RPA driven chatbots for handling customer queries in the coming days which shows that understanding RPA (robotics process automation) techniques NOW has become more important than ever before.
Advantages of using RPA
Increase speed and efficiency
Quick response to customer queries
Handling multiple queries in less time
Less time involved
Resolves the customer’s problem before they hang up
A huge delay in responding to customer queries can prove to be a great put-off and can cause serious damage to your reputation in the market. Taking too much time in resolving customer queries and keeping the customers waiting for too long is not good.
Let’s have a look at the aspects that determine how fast your company responds to solve customer queries for rendering incredible customer satisfaction. One of these is FCR( First Called Resolution). It is a KPI that exhibits the greatest impact on customer satisfaction.
A study of more than 150 call centers, found that for every one percent improvement in the FCR, there is a corresponding one percent improvement in customer satisfaction. The key to improve FCR is by providing the customer agents with relevant information immediately so that they can solve customers’ queries in less time.
This is how RPA comes into the picture! Using RPA solutions, an attended robot can display relevant information on top of any program on an agent’s computer, making it easier for them to access critical information in real-time without taking too much time.
So, RPA helps in retaining your customers and solving their queries before they hang up on your site. This is why understanding RPA (robotics process automation) techniques has become a topic of great concern for enterprises these days.
Advantages of using RPA
Rekeying data
Updating fields
Navigating complex applications
Retrieving customer-specific information
Reduces Human Errors
One of the major benefits of RPA- Robotic Process Automation is it reduces human errors as it automates tasks. This provides a huge relief to the employees as they no longer have to waste hours on rectifying the errors.
A study stated that approximately 10% to 20% of human work hours are spent on doing repetitive computer tasks and low-level tasks. Human errors make things worse and this wastes a lot of time and resources of the company.
But using RPA as a solution, the errors can be reduced thus allowing the customer agents to invest time in value-driven tasks. All thanks to the RPA bots! Clearly, one of the benefits of RPA is that it gives employees ample time for performing advanced functions which helps them to upgrade problem-solving and creativity skills.
Understanding RPA (robotics process automation) and leveraging it is beneficial for the organizations too as they will be able to save cost that is being spent on rectifying work that has a human error.
According to a whitepaper by IDC, human error costs organizations over $62.4 million every year! With RPA, organizations will be able to cut over 65% of their costs and gain a return on investment within six months of its implementation.
Advantages of using RPA
Reduces Human errors
Saves time and money
Increase productivity
[ Also Read: Is the Big RPA Bubble here to Stay? ]
Boosts your Net Promoter Score
In order to improve your customer service, you should clearly know where you stand in the market and how you can improve your customer service. This allows you to attract more users to your business and increases customer retention too.
Among all the ways that prevail in the market today, Net Promoter Score( NPS) has proved to be the most effective way of measuring customer satisfaction and loyalty.
But, how is it calculated? The answer is simple. NPS is calculated from the answers to a simple question: “How likely are you to recommend us?” The Net Promoter Score is the difference in between the number of people who would and the ones who wouldn’t recommend your services/products to others.
The Net Promoter Score measures the willingness of customers to recommend a company’s products or services to others and helps to assess your position in the market. Above all, the score lets you know how well your services satisfy the targeted customers.
RPA bots automate tasks thus enabling the employees to devote more time and attention to tasks that help to build customer relationships. The customer agents can now pay more attention to understand customer needs and give time to resolve customer-related issues.
By using RPA automation anywhere in your businesses, you can boost your Net Promoter Score. The process of using RPA is simple but at times it can cost a lot.
“Show your bots what you do, then let them do the work. They can even interact with any system or application the same way you do,” said Mukund Srigopal, the Director of Product Marketing at Automation Anywhere.
Advantages of using RPA
Lets employees spend more time on customer-related issues
Allows you to invest less time in dealing with repetitive tasks
Helps to resolve shopper’s problems quickly
Enables effective communication with experts
The Bottomline
The crux of the matter is that consumers want to be appreciated. It is only by rendering an incredible customer experience, you can let them know that you care for their needs. The more engaged your customer service agent is with the shoppers, the more you show them that you truly understand their concerns.
This is what RPA allows you to do. One of the benefits of RPA- Robotic Process Automation is that it lets you automate repetitive tasks and helps in saving both: time and cost.
Implementing RPA solutions reduces human error and enables your employees to have enough time for doing tasks that nurture customer relationships. This is why industries are leveraging RPA automation anywhere and everywhere in their businesses. Even,
Gartner predicts that within the next two years 72% of organizations will be working with RPA.
