5 Ways Automation Tools Help Improve Customer Relations
Businesses adopt task and process automation at a fast pace. As the technology evolves, it spreads across more and more verticals, roles, and use cases. Automation makes processes faster, smoother, and reliable. In addition, it increases productivity, improves quality of products and services and reduces lead times. The business is automation’s prime beneficiary. However, given the cost savings and productivity gains it brings, customers are positively impacted, too. Did you know that process automation tools can help improve customer relations?
1. Customer Personalization
Communication with customers manually is hard to manage and scale. In fact, it becomes nearly impossible with customers across the globe, trying to get in touch with the company from different time zones. This is where customer experience automation comes in. This can range from personalizing the website when users log in, addressing customers by name or offering personalized recommendations. Personalization makes customers feel appreciated and recognized, increasing their brand loyalty.
2. Quality and Consistency
Automation can remove human errors and make processes run smoothly. When customers interact with a business they want quality and consistency of service. If a customer has made a purchase, they want to track their order from shipment to delivery. Customers can receive real time updates via text messages or emails. Ultimately, the automation tools improve the product or service. And that means a better customer experience.
3. Ease of Use and Customer Support
Improving customer support has become one of process automation’s major trends lately. Some tools have become commonplace – chatbots, for example. Chatbots automatically respond to customer’s questions. They ‘know’ the user well and offer customizations and help based on location, preferences, and other context. Guided tutorials of software products is another real-world application.
4. Improves Relationship
When customers feel appreciated by a business, they are more loyal and tend to return to purchase again. Automation can provide customers with attention and support 24/7. It personalizes the way each customer is addressed and improves the customer’s interaction with a business. Personalization and availability subsequently makes customers feel recognized and appreciated by the business.
No matter how hard a business tries, there will be a point when customer care specialists cannot manually handle the load of customer questions or issues. There are different reasons for this. For example, customer support may be temporarily understaffed. In other cases the timezone differences reduce coverage. Other times holidays and vacations get in the way. Whatever the case, the business will have troubles responding to customers’ needs. This is where automation offers unparalleled help. Once you have automated a process, it can scale up indefinitely. The best candidate for automation is the first tier of support. That is where customers ask basic questions or need resources like user guides. Automating this first line of support takes a huge chunk off the plate of already overwhelmed support team. Also, it shortens the overall wait time, allowing more people to get help.
Automation has the ability to tailor experiences based on their customer needs. Also, it allows for personalization, consistency and ease of use. And last but not least, many more customers can be taken care of via automation. Therefore, automation tools can improve customer relations between the business and their clients.