Having a good service or product is of no use if the company does not have good customer support. Customers don’t like to keep waiting to connect with the customer support agent for a long time and then wait further for request processing/resolution. Long wait times can lead to customer frustration and leave you for a competitor.

They want their queries to be entertained quickly and to their satisfaction. It can take a considerable toll on a customer support agent as numerous calls are coming their way, and they must be quick. Undoubtedly, it increases stress, leading to errors that can further ruin the customer’s experience.

To improve the efficiency, response time, and quick resolution of customer queries, organizations worldwide are opting for Robotic Process Automation (RPA). RPA enhances the efficiency and productivity of customer agents. We will discuss the top 5 ways RPA boosts customer support agents’ productivity.\

Before doing so, it is pertinent to mention that RPA can be applied to almost every business function. For a better understanding of where organizations can utilize RPA, refer to our post on “Which Processes Can Be Automated Using RPA.” Contact us if you are looking for a customized RPA bot for your organization. Agile Managex Technologies offers customized RPA solutions for businesses across the UAE and worldwide.

How RPA Enhances Customer Agent Productivity

More Emphasis On Customer Relationships

Due to higher competition and ever-increasing customer expectations, organizations provide new services/products to capture the market. With each new product/service, customer support agents find themselves overworked. They must have up-to-date knowledge about each new service/product. With the help of RPA, organizations can automate customer FAQs. It will reduce the agents’ workload and enable them to focus on improving customer relationships.

Customer Data Collection

Before entertaining any query, the customer support agent must upload customer data which is time-consuming. Customer data must be entered to update an existing complaint or start a new one. It may lead to mistakes apart from being a slow process. With the help of RPA, customer data can be entered automatically, minimizing the chances of incorrect data entry. It saves the agent considerable time, improving their productivity and allowing them to resolve more customer queries.

Chatbots

One of the fastest-growing RPA types organizations are using is chatbots. The most significant advantage of a chatbot is that there is no time restriction, and customers can type in their queries or select an option 24 hours a day and throughout the year. It ensures customers always leave with an answer irrespective of time and day and immensely improves customer satisfaction.

Self Service

Some of the customer queries tend to be less complex and problematic. However, these queries take a lot of time for the customer agents. For this reason, organizations now use self-service bots to entertain such queries. These self-service bots have automated answers to customers’ questions. These chatbots can offer vital suggestions based on the customer’s order history, preferences, and previous queries.

Transfer Query

As many customer requests come every day, not only does it become hectic to transfer it to the concerned department, but the chances of mistakes also increase. With the help of RPA, these requests are automated, allowing for quick and accurate transfer of the request to the concerned department/individual.

Conclusion

These are some of the ways through which RPA can help customer support agents. As RPA technologies improve, we will see other use cases of RPA in the customer support department. If you have any queries or are looking for an RPA bot for your customer support function, reach out to us. Thank You.

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