How RPA Can Make Customer Service Advisors More Effective

The value offered by Robotic Process Automation is being realized by businesses globally. As an addition to their customer support systems, RPA drops costs and boosts customer service in multiple ways.

To briefly understand RPA – its a system of tools that creates software programs to work with other digital systems, capture and utilize data, and interpret business transactions. They help businesses to scale their growth in an automated and controlled manner.

Today we’ll talk about how RPA is making customer service agents from customer support enterprises more effective and productive.

Benefits of RPA to Customer Service Advisors

1) Instant Responses To Customer Queries

Companies are here today, gone tomorrow. A lot of failed enterprises have customer communication to blame. This is especially true of B2C entities but it does not leave out B2B companies.

A chat customer support system takes over and handles mundane customer support functions. Apart from offering instant attention due to its omnipresent trait, bots can be apprised of changing or latest information in a matter of seconds.

You May Also Like To Read: 6 Live Chat Tools To Support Your Customers in 2020

This leaves customer support agents or advisors free to invest their time in value-driven tasks. It could include brainstorming, innovation and creating strategies about unique customer support issues.

2) High Resolution Rate

RPA supports customer support functions with data entry and rapid retrieval. Taking time to respond to customers or not providing satisfactory responses can damage business image and reputation. 

First Call Resolution is a phenomenon every customer support outfit aims for via inbound and outbound call services. Accessing information in real time can be difficult when an agent is dealing with an upset customer. RPA is able to improve FCR by providing relevant, displayed information on a customer support agents screen as they interact with customers. They are able to retrieve customer specific information to make customers feel extra comfortable.

For customer support companies the call center cost per call drops drastically, enabling their clients to explore better and longer customer support packages.

3) Confident and Knowledgeable Agents

Customer support companies utilizing RPA are developing the next generation of advanced customer support agents who are more confident, data-backed and easily trained.

With the level of automation that RPA offers, knowledge transfers are quicker and responses are optimum and intelligent. It has been discovered that RPA robots can perform almost 5 times faster than humans. This pushes customer support agents due to the boosted Net Promoter Scores and improved Customer Experience Management.

You May Also Want To Know: How To Set-Up And Manage A Remote Customer Support Team

4) Front and Back End RPA support

There are two varieties of RPA that work to support customer services.

a) Attended mode: These bots manage front office to provide high FCR and at the same time, assist customer service agents with relevant data. Attended mode RPA can also hand over customer interactions to agents for complete resolution. You may have seen that occur with many chatbot functions where a bot begins the customer interaction and then passes the query to a customer support agent depending on the complication.

b) Unattended mode: This is an autonomous function that takes care of tasks such as creating invoices or updating client contracts. These too assist customer support agents who are busy handling customer grievances.

Customer interactions can begin with an attended mode, move to a customer support agent and then get rounded up by unattended functions.

The entire RPA framework operates in cohesion with customer support agents to deliver superior, seamless and efficient resolutions, time and again.

Hence, we can look forward to customer support service companies going beyond the basic chat and call functions to offer elegant and innovative solutions to ever evolving customer demands.