Your company likely employs some type of automated system already, but are you missing out?
A Deloitte report expects near-universal adoption of RPA by 2023. In addition, using RPA for customer service can lead to improvements in productivity. A total of 86% of respondents in the Deloitte study indicated that their productivity expectations with RPA technology were met or exceeded.
Through this blog you will gain a better understanding of RPA technology and why it is crucial for your business to apply this technology to your customer service strategy.
- Robotic process automation (RPA) uses advanced software and AI processes to take over menial, error-prone tasks from humans.
- Chatbots are one of the most easily recognizable forms of RPA technology in customer service.
- RPA technology can help organizations save money and time by automating simple tasks.
- RPA technology helps improve security by reducing exposure to sensitive data.
What Is RPA Technology
RPA stands for robotic process automation. This technology creates automated software robots that mimic human actions while interacting with other systems and software. Keep in mind that RPA is not a physical robot or machine. It is embedded computer-coded software that uses AI to streamline processes.
The main benefit to this technology is that it can perform menial tasks faster and more accurately than humans. It is frequently used for back-end business processes such as moving files, inserting data, filling in forms, and extracting data. However, as the technology evolves, companies are finding ways to use it in more places including customer service.
Here are specific ways you can add RPA technology to your customer service program:
- Chatbots: Chatbots allow instant access to simple customer service requests. This may include shipment tracking, order updates, or return requests. This gives customers quick self-service options.
- Enforcing security: With RPA technology, human error is practically eliminated. This improves the quality of security.
- Customer sign-in process: RPA allows customers to create and maintain their login credentials including resolving login issues like forgotten passwords. This video demonstrates how you can use a chatbot to automate the common issue of resetting forgotten passwords.
Check out this video on how RPAs are used in customer service.
6 Benefits of Incorporating RPA Technology into Your Customer Service Program
Adding new technology to your organization is a great way to accelerate growth and development. RPA technology has specific benefits that can improve the customer service process for both your employees and your customers.
In its Customer Experience Trends Report from 2020, Zendesk surveyed consumers about what they felt were the most important aspects of a customer service experience. Customer service features like quickly resolving issues, 24/7 available support, and the ability to find answers without contacting an agent were some of the top results. RPA technology can help your customer service team improve in all these areas.
1. Reduces Costs
While you will have to initially invest in RPA technology, that investment should pay for itself quickly. Proper implementation of RPA, cuts back on most human errors along with the consequences of those errors. This should save you money on the capital costs typically associated with those errors.
RPA also saves time for your employees. Instead of using time navigating through multiple systems, they can use that time doing more valuable tasks that will improve the value of your business.
2. Automates Time Consuming Tasks
Menial tasks such as data entry and navigating through multiple files are time-consuming for employees. These types of tasks can lead to numerous errors. An RPA system can easily take over these tasks and do them faster and better than any human. These automated systems can also work 24 hours a day, 365 days a year. One report from Gartner shows that RPA has the potential to save 25,000 work hours by automating financial reporting.
3. Shorter Transaction Times
Without an RPA system, customer service representatives must manually collect all customer data and navigate through multiple systems. This can lead to long call times and frustration for both the customer and representative. With an automated RPA system, a lot of customer information is collected before the representative connects with the customer. RPA can also sync data from multiple locations and automatically transfer it to the representative.
RPA technology is also beneficial during times when your employees are not working, such as weekends and evenings. Customers may be able to resolve their issues using a chatbot instead of having to wait for normal operating hours.
4. Offers Self-Service Options for Customers
In this digital age, many customers now prefer self-service options as opposed to having to interact with employees. Zendesk reports that 69% of customers try to troubleshoot their problems on their own before contacting customer service. Offering automated RPA technology like a chatbot gives this self-service option to customers.
5. Eliminates Human Errors in Security
Cyber attacks are an ever-growing security issue. An RPA system can help reduce the threat of these attacks and other security issues, such as phishing scams and data breaches. RPA systems have the following security benefits:
- Uses data encryption to reduce phishing
- Improves security recognition
- Decreases security response times
- Automates security deployment
- Reduces human exposure to sensitive data
- Records all RPA actions in a log
6. Improves Processes
Not only does RPA reduce errors and improve efficiency, but it also improves the predictability of many processes. When you assign a task to an RPA system, you know it is going to be completed the same way every time. This ensures strict compliance to processes and adherence to any applicable regulations. Your RPA system will record every change to keep workflows optimized.
Let Televerde Help You Improve Your Customer Service RPA
With so many distinct benefits, transitioning to RPA technology for your customer service is an easy decision. The next step is choosing which solution to use. If you need help choosing the right RPA customer service technology, look to the excerpts here at Televerde.
Televerde has over 25 years of experience in providing business solutions that cover the entire customer lifecycle. As the business world as changed, so have we. Today, we offer modern technology solutions that can help your business succeed.
Ready to learn more? Contact us today to experience an infinite loop of possibilities.