In the pursuit of being crowned the preferred choice of customers, organizations relentlessly focus to excel in customer engagement – customer retention and loyalty being the key strategic enablers. The key imperative driving superlative customer experience is the power to deliver at the right time and in the right context. To achieve an accurate and quick response time for customer queries, a streamlined support operation is necessary and this is where RPA comes into the picture. Following are some of the processes, which can help achieve effective customer management using RPA:
- Triaging and managing customer tickets
- Sending and scheduling product and related service communication
- Collating service data and requirements
- Complaint management
- Customer master data management
- Customer records management
- Customer onboarding/offboarding
- Account management
Delivering Results
Organizations invest heavily in training customer service personnel and maintaining standard SOPs to deliver seamless customer experiences and services across channels. The large amount of impressions and data pertaining to customers pose a major challenge to accurately map the customer journey. This results in ad-hoc and undefined interactions with the customers and disjointed customer relations. RPA can play an important role in clearing out vagueness in the undefined interactions by using the data and impressions that customers leave behind. ITC Infotech offers its expertise in customer management along with know-how of RPA to provide the perfect solution and services to take customer relationships to the next level.
Business Benefits
- Reduced turnaround time for customer response
- Satisfied customers from faster and accurate end to end service
- Reduced cost and growth in revenue
- Better employee experience by freeing up knowledge worker bandwidth
- Improved compliance and brand value
