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Enhancing Customer Experience with Robotic Process Automation

Customer Experience

Customer experience is a key component of building a successful business. In a global marketplace, where vendors are available around the globe, consumers are faced with a challenge to differentiate their products or services. Keeping customers matters as much as acquiring them. RPA in customer service can significantly reduce time spent identifying customers and deliver better support with a single view of the customer. As a result, your customer service reps will get information faster and your customers will experience fewer wait times.

According to a Gartner survey published in 2018, Customer experience is the “new marketing battlefront.” Luckily, RPA can help boost Customer experience for companies, helping them both win and retain customers.

So, how does this new world affect the customer and the customer experience? At ESS, we have witnessed the multitude of ways that RPA can be a game-changer – not only for our clients but also for the customers of our clients.

A new report by Grand View Research, Inc. finds the global Robotic Process Automation (RPA) market size to be USD 597.5 million in 2018 and USD 3.97 billion by 2025. Over the forecast period, the market is expected to grow at a CAGR of 31.1%.


Here are some examples of how organizations are seeing a return on their RPA investments through improved customer experience:

1. RPA lets your employees work on the strategic part of customer service: 

Robotic process automation automates key business processes, or at least repetitive parts of them, resulting in increased efficiency. A Digital Worker can help augment customer service rather than having yet more humans do repetitive work. Instead, that human could focus on strategic parts of customer service. For instance, directing simple queries to Digital workers frees up your staff to spend more of their time connecting with customers with more complex problems. This will invariably increase customer satisfaction.

2.Faster responses to Customers :

Through the use of chatbots, Digital Workers and RPA have revolutionized the way companies respond to customer queries. Using chatbots, companies can provide customers with instant responses to their questions, while simultaneously allowing them to filter through large quantities of information, maximizing their usefulness to customers.

3.Error-free operations:

RPA reduces human errors by automating tasks traditionally done by full-time employees. It allows humans to spend less time on mundane, and error-prone, inquiries, as they no longer need to spend hours on them.

4.Streamlining applications:

Reps often have to work with several applications, switching from one to another, or copying the same data from one system to another. RPA can help your agent by preloading the customer context and gathering information from different applications as required

Here are some of the use cases of RPA in customer service:

  • RPA can improve the quality of data, increase data consistency, reduce errors, and ensure compliance.
  • Chatbots can be armed with RPA to fulfill customer service requests instantly.
  • RPA allows you to take care of the customer’s request immediately without requiring a human agent to take part in the interaction.
  • Automating your robotic processes can give your customers the ability to self-service by granting them access to a variety of back-end applications.
  • By implementing robotic process automation throughout your entire business channel, your company can also standardize processes across the entire chain.

Get Competitive Advantage for Your Business Using RPA

With automation, all human bias and error are removed from repetitive back-office processes – resulting in a consistent customer experience. Furthermore, your staff is free to devote their time and attention to customer-centric activities.

As the digital age continues to evolve, businesses are beginning to realize the more time they can spend interacting with a customer, the better the customer experience and the better the outcome.

Get in touch with RPA experts to understand how RPA can help enhance your productivity and ensure superior customer experience.

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