Since customer relations have become digital, simplicity, immediacy, mobility and personalization are all needs expressed by customers who expect a 100% digital experience. Today’s consumer is ultra-connected and ultra-informed: in one click he can access an unlimited source of information and give his opinion.
Competition is increasingly fierce between customer relationship players who must redouble their efforts to innovate and satisfy their customers’ expectations. To differentiate themselves, some are betting on the quality and management of their customer relations and automation can help. According to a survey conducted by Forrester, 45% of customer service organizations surveyed are already automating repeatable tasks for their agents, allowing them to focus on improving the customer experience and satisfaction.The automation of the customer relationship does not replace the human relationship, but rather promotes a more personalized relationship with customers thanks to a better knowledge of them and their specific needs.
In order to adapt to the new market constraints and to optimize the company’s development, customer relationship automation has become a necessity. Intelligent automation can be applied to a wide range of processes with high automation potential in customer relations and sales communication: it makes it easier to find prospects, ensure their conversion and build loyalty.
The automation of the customer relationship does not replace the human relationship, but rather promotes a more personalized relationship with customers thanks to a better knowledge of them and their specific needs.
Here are some examples:
- Assistance to the advisor in handling complex customer requests (virtual assistant, augmented advisor)
- Extend the time coverage of the support service
- Automated update of the customer account (change of address, phone number…)
- Automation of the pre-qualification of requests by Voicebot
Discover examples of tasks with high automation potential in customer relationship by downloading these RPA Use Cases applied to this business.