Automating Your Processes
Automation through workflows improves the efficiency of your processes. You can make sure you’re prioritising the interactions you want to so your most important customers or queries are answered ASAP. You can decide how many interactions your advisors will deal with at a time – and which channels they come through – so nobody is manually monitoring and assigning them. And you can decide when and how customers might be contacted post-service for follow-ups.
All of this together accumulates into an operation that is perfectly balanced and optimised, allowing you to get the best cost-reduction out of your service without sacrificing on customer satisfaction. In fact, automation can even improve your customer satisfaction when used well.
Automating Advisor Tasks
There are also tools and features that improve the efficiency of your advisors. When a chatbot can’t resolve a query, it can still gather customer information and pass it along to the advisor. By the time the advisor greets the customer, they have all the data they need to find an immediate resolution to the query.
Further automation like canned responses (when implemented well; don’t alienate your customers with robotic responses) can make a more complicated query much smoother. Your advisor can focus all their efforts on looking for a solution after spending thirty seconds personalising a pre-written response.
And those are just two examples.
When your advisors can whizz through interactions, they can both improve their productivity (and thereby save you money), and improve your customer satisfaction scores. Gartner predicts that by 2025, customers will look to other solutions than a company’s customer care for up to 75% of their queries and problems. We’re talking YouTube tutorials, Facebook posts, Trustpilot reviews, and similar platforms. And with customers so willing to look elsewhere, it’s especially important now to provide a great customer experience or you risk losing your customers’ trust.