06/22/2021 | Press release | Distributed by Public on 06/22/2021 17:01
A customer service automation process drives a host of business benefits. It can result in cost savings, more efficient and effective agents, better service experiences, happier customers, and more. But from a technical standpoint, you may be wondering if automation will be too difficult to implement - especially for service workflows that span multiple steps, users, and departments. Done right, it doesn't have to be.
According to a Salesforce and Pulse report, IT Leaders Fueling Productivity With Process Automation, almost three-quarters (74%) of IT and engineering leaders say process automation has helped their workforce save at least 11-30% of the time previously spent on manual processes. As manual tasks shift from human to machine, employees have more time for strategic work.
You want to deliver more efficient, unified service experiences for your customers and the stakeholders who deliver service - no matter how many people, systems, data, and departments need to connect behind the scenes. Whether your organization is new to automation entirely or looking to get more automation initiatives running, the right technology, and the right approach, matter.
Here's a great example of successful automation in action. Salesforce worked with OneUnited Bank, the largest Black-owned bank and first Black-owned digital bank in the country, to deploy an automated self-service process that makes it easy for customers to open a new account online. The information collected from the customer automatically connects to OneUnited Bank's back office for account approval. No agents are needed for the transaction, freeing the service team to help customers with more complex requests.
'We want to do everything we can to make it as simple as possible for our customers to work with us, and for our employees to help them with their financial management goals,' said Jim Slocum, chief information officer at OneUnited. 'Automation helps us provide banking service faster and more efficiently.'
Automation simplifies complexity and removes manual and repetitive tasks. It delivers insights about customers and business opportunities when employees need them. And it creates more time for higher-value work so service teams can provide seamless customer experiences.
A low-code/no-code platform can help you automate without requiring extensive or expensive IT resources. Here's what to look for in a solution:
As customer service becomes more demanding, leaders are seeking ways to simplify workflow processes. According to the Salesforce and Pulse report, How Low-Code Development Improves Workflows and Collaboration, the top problem IT executives surveyed are looking to solve with low code is streamlining internal workflows (63%).
A typical service workflow may need to incorporate data from multiple systems and departments. To enable end-to-end process automation and create a complete, 360-degree view of the customer, it's essential to access all data, no matter where it resides. These capabilities will help:
Data and systems integration is a challenge for many companies. According to MuleSoft's Connectivity Benchmark report, the average organization runs over 800 apps, and only 29% are currently integrated.
Arm your service operation with the right information to make intelligent decisions at the right time. AI has the potential to drive big cost and time savings.
According to Brian Solis, 'The most progressive companies are using AI and automation as a competitive differentiator to not only retain customers, but attract new ones, too.' Machine learning combined with advanced analytics can help boost the quality and speed of your automated service workflows in several ways:
An automation solution with AI can have a positive impact on the customer experience. According to PwC's AI Predictions 2021 report, 67% of U.S.-based companies agree that AI technology has helped them create better customer experiences.
Build an automated service process once and make it accessible across every customer, partner, and employee channel. When a customer needs to cancel an order, renew a subscription, or make a return, the goal is that the process should unfold seamlessly. It's also the goal if they interact with a chatbot, or self-serve through a portal or mobile app. A few best practices to keep in mind:
While automation helps service teams do their jobs more efficiently, it also benefits customers. According to Salesforce's State of the Connected Customer report, 76% of customers expect consistent interactions across departments - think seamless hand-offs and contextualized engagement based on earlier interactions. Automating customer service processes can be good for the business.
Automation promises to boost the speed, efficiency, and quality of your service processes. It can help provide a great experience for your customers. And you can deliver that experience seamlessly inside the organization and out.
As you embark on your automation journey, a thoughtful approach will set you up for success. Innovations like low-code solutions, embedded AI, and pre-built connectors and reusable APIs will not only help ensure you get automation right the first time, but also that you get it right across all your customer-facing channels. Once you've built a successful automated process, your service organization will be in a stronger position to adapt, stay ahead of the competition, and deepen customer loyalty.
For more insights on automating customer service processes, check out the Frost & Sullivan report, Agility Behind the Scenes is the Key to Igniting the Transformative Customer Experience.
This article is part three of our four-part series about how to take advantage of automation to boost the accuracy and speed of your service processes, improve business outcomes, and make customers happy.