Robotic Process Automation (RPA) has become an increasingly popular technology in recent years. This popularity is not without reason. RPA provides numerous benefits to organisations looking to automate repetitive processes and increase efficiency. An organisation cannot survive without effective customer service. Fortunately, it is one area where organisations can utilise the power of RPA. In this article, Agile Managex Technologies will explore the importance of implementing RPA for customer service and areas where businesses can apply it.

What is RPA?

By now, you are familiar with RPA. As we all know, it refers to software applications which automate repetitive tasks. In other words, RPA bots can perform the same repetitive work as humans without error or tiring out.

Importance of RPA for Customer Service

There is no doubt that customer service is critical to any organisation. The quality of customer service directly correlates with customer loyalty and satisfaction. Suppose your organisation is a part of the hospitality industry. If customer wait times are long and your employees don’t respond to customer queries effectively, they will unlikely become repeat customers. The same example applies to every industry.

With the help of RPA, organisations can enjoy multiple benefits with regard to customer service. These include:

1. Increased Efficiency

Customer service agents spend too much time on repetitive tasks like data entry and retrieval. An RPA bot can automate these two time-consuming tasks. It lets your employees focus on customer queries and problems with a fresh mind.

2. No Errors

Employees are prone to errors. There are numerous cases where employees miss an important detail that can lead to customer dissatisfaction. Imagine a customer asking for a file by a specific time, and your employee fails to follow up. An RPA solution can not only send reminders to your team but send the file (as long as the process is rules-based).

3.  Faster Response

RPA can speed up the entire customer service experience. For instance, if the email or query contains a specific keyword, the bot can automatically route the query to the relevant department. There is no need for manual action. It can improve the time to respond to customer queries.

4. Cost Reductions

RPA removes the need for additional staffing. It can help the organisation save costs, which it can utilise in other areas to improve customer service. For instance, it can provide customer discounts or undertake promotions which can help build greater brand loyalty.

RPA Use Cases in Customer Service

Organisations can apply RPA in customer service in multiple ways:

1. Data Entry

Undoubtedly, entering customer data into the system and updating it over time is time-consuming. On top of it, in small medium businesses, the employee may need to enter data into multiple systems. RPA can help automate the entire data entry process. It can pick up the data from any source and then add it to a system(s) without manual input. You can even program the bot to verify the data.

2. Email Processing

An RPA bot can read email contents and then route the email to the relevant department. It improves the time it takes to respond to a customer query. You can do the same with customer support tickets. We already have an email processing bot which you can check here.

3. Report Generation

With the help of RPA bots, you can create performance reports for your customer agents. You can even generate customer satisfaction reports based on customer feedback. It will help assess the customer service representative’s performance and reduce their workload.

4. Chatbots

Chatbots are a great way to improve communication with customers. With RPA, you can further automate the responses. It improves the response times and reduces the workload.

Conclusion

It concludes our article on the importance of implementing RPA for customer service. Contact us if you require any help in automating any customer service process, including developing an RPA chatbot. Agile Managex Technologies is a leading RPA solutions provider in Dubai, UAE and globally.

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