How is RPA Improving Customer Service Across Channels?

Jan 20, 2023 Mohit Sharma

Repetitive tasks such as data entry, data validation, call routing, billing, and invoices are common issues in customer service. With a high volume of these tasks, it can be challenging for companies to keep up with the demands of their customers. Limited availability of human resources only aggravates the issue, as there may not be enough staff available to handle all of the customer interactions

However, with the implementation of Robotic Process Automation (RPA) services, these repetitive tasks can be automated, significantly reducing the workload for customer service teams.


Discover the Benefits of RPA Across Channels

1. Website

Did you know? A study by Forrester Research found that RPA can increase website conversion rates by up to 30%

One of the most common ways RPA can be used on the website for customer support is through the use of chatbots (computer programs that can simulate human conversations). RPA can be used to train chatbots to respond to frequently asked questions, provide basic assistance, and handle a high volume of customer interactions. This not only reduces the workload for customer service representatives but also improves the overall customer experience by providing quick and accurate information.

RPA services can also be availed to automate form processing, by using bots to input customer data into databases and systems. This reduces the risk of errors and improves the accuracy of customer information. RPA can additionally be used to track orders, provide real-time updates to customers, and reduce the number of inquiries that customer service teams need to handle.

Organizations can also send personalized messages and notifications to customers by tracking their history using cookies. This goes into improving customer experience and increases the chances of conversion while reducing the workload of customer service teams.

2. Social Media and Mobile Apps:

One of the most common ways RPA helps here is with social media listening. RPA can be used to automate this process by using bots to scour social media for mentions of a company's name or specific keywords, allowing businesses to quickly and easily track customer interactions and respond to them in a timely manner.

RPA can also be used to automate downtime alerts, with bots monitoring the status of a company's systems and notifying customers in case of any service disruptions. This helps keep customers informed and reduces the number of inquiries customer service teams need to handle.

Data collection is another thing that can be automated using RPA. Bots have the ability to gather and process customer data from various sources, providing a more comprehensive view of customer interactions, which can help with decision-making and the optimization of customer service processes.

That’s not it though! Chatbots are of use here as well and serve a similar purpose to what they do on websites.

Lastly, it can be used for automated analytics, which allows businesses to analyze customer interactions and behavior on both - social media and the app. This provides insights that can help businesses make data-driven decisions and optimize their customer service processes.

3. Call and Email Support:

Telephonic and email support is one of the oldest channels used by official “customer service” teams. But can RPA really factor in here too? Absolutely!

RPA can be used to automate the process of routing calls and emails to the appropriate customer service representative, based on the customer's needs. Additionally, RPA can be used to monitor both calls and emails, provide insights into customer interactions and identify areas for improvement in the customer service process.

It can be also used to train bots to respond to common questions and provide accurate information, reducing the workload for customer service representatives and improving the overall customer experience.

Upgrade customer experiences with Nalashaa’s RPA Services

If you're looking for Robotic Process Automation (RPA) services for your business, Nalashaa Solutions is a leading provider that you should consider. With over a decade of experience in RPA implementation and support, we have a lean and agile team that can customize our deliverables to meet your exact requirement. If you’re looking to take your business to the next level with RPA, Nalashaa Solutions is the right partner for you!

Mohit Sharma

Constantly looking to fuel personal and professional growth, I’m also a wordsmith, a reader, a sports lover, and a fitness enthusiast, who believes that learning via exploration and curiosity is growth's only true form. I use my free time to interact with people from different walks of life, and try to learn about anything under the sun.