5 Ways RPA Can Improve Your Customer Service

15th August 2023 | By Andy Morley

One of the most talked about topics in this modern, digital age is the rise of artificial intelligence and robotics. But when it comes to Robotic Process Automation, your first thought shouldn’t be human-like robots with the ability to walk, talk and look like us.

RPA should be looked at more like software and it can be used highly-effectively in order to improve the customer service you’re delivering. Let’s first discuss what RPA is and then we’ll delve into how it can help you on your customer experience journey.

What is RPA?

RPA came onto the scene, albeit in a very basic format, in the early 2000’s. As time has gone on, the technology has evolved and it’s now widely used as a way for businesses to complete laborious, time-consuming tasks in an instant, often executing many different jobs simultaneously. RPA should be viewed as a type of software that consists of “bots”. These bots are then used to perform jobs much like a human would do in the workplace.

You’ll be able to use RPA to complete a variety of jobs in a quick and efficient manner, often executing such tasks in a matter of seconds, where a human worker might need hours to complete the same job. RPA is used by companies as a way to enhance their employees’ capabilities and reduce their workloads, making RPA more of a companion than a threat that’s ready to take their jobs away. But that’s how it can benefit a business; what about your customers?

How can RPA improve your customer service?

RPA shouldn’t just be seen as something that can be used to eliminate laborious tasks. You need to think about the bigger picture if you’re looking to invest in RPA services, and part of that includes making sure you’re providing excellent customer service in order to keep people coming back and giving positive reviews. Here’s how RPA can improve the customer service you’re giving:

1. It enables you to focus on customers’ needs

RPA is used to execute a wide range of different tasks, whether they be simple or complex. While this occurs 24/7, your workers won’t have to focus their time on time-consuming activities anymore. Instead, they can use this new-found time to focus on the needs of the customer, responding to their queries and replying to any online reviews. It frees up more time for the customer rather than for business processes.

2. It allows you more time to respond to customers’ requests & reviews

As already touched upon, implementing RPA is as much about time-saving as it is cost-saving. RPA should be looked at as an investment by businesses, and for good reason. There are an extensive range of tasks that RPA can carry out and complete seamlessly and all without constant supervision. This allows you more time to meet your customers’ needs and wants as well as take the time to reply to their company reviews; both the good and the bad.

This shows the customer that you do have time for them, making them more likely that they’ll return to you or recommend your company to friends and/or family. If you use your new-found time to respond to negative reviews, this gives off a different impression to customers who weren’t so pleased with your service and/or products to begin with.

It shows them that you have taken the time to read through their review, you’ve acknowledged their criticism and you’re ready to use it constructively. This makes you seem far more forthcoming and approachable than if you didn’t respond to it at all. It also shows that you care about, not only your business and how it’s operating, but your customers as well.

3. You’ll be able to solve a problem quickly & reach a solution for the customer

With the time you have freed up through the use and implementation of RPA, you can make your customers a priority. You might have thought that they were already a priority in your business, but you might have unknowingly spent more time making sure that laborious processes were being completed and fixing bugs in software that just wasn’t up for the job, not in the same way that RPA is at least.

If you’re taking the time away from that and letting RPA take over, then you’ll have far more time and resources available to meet the needs of all of your customers as well as ensure a solution and resolution is reached no matter the goods and/or services you’re offering. The quicker you reach a solution with your customers, the happier they’ll become, especially if it’s come as a result of a complaint.

4. It reduces the chances of human error

RPA software not only executes boring, time-consuming tasks, but it also completes extremely important jobs, ones that are integral to the smooth running of any business. RPA, together with round-the-clock monitoring by your outsourced document management company, can carry out even the most complex of jobs in seconds.

If a human was left to complete the same tasks, not only could it take hours, but it could also be riddled with errors. If you rely on RPA to execute those tasks for you instead, then you’re eliminating the risk of human error, allowing for more accurate information and seamless data collection.

5. You’ll benefit from quick turnaround times

If you focus more of your time on the customer and the goods and/or services you have to offer, and less time on more time-consuming, boring tasks that RPA could do for you, then you’ll be surprised at how quickly your turnaround times can become. This is because you’ll be focusing entirely on your company’s operations, paying particular attention to picking processes and delivery times in particular, where applicable. The quicker your turnaround times are, the happier you’ll be making your customers.

Robo Cloud is proud to offer sterling RPA services that can be implemented and managed professionally by our team of dedicated specialists. If you would like further information about how we can help you today, get in touch with us at a time to suit you – we’re proud to serve clients throughout the UK.