Customers are considered the backbone of any organization. Customer Service is the assistance and advice provided by a company to those people who buy or use its products or services. Every industry requires various services to increase its organizational revenues and satisfy customers.
Most customers want a personalized experience anytime, anywhere across various channels. As per Salesforce’s state of the Connected Customer report, 82% of customers expect solutions to their problems by talking to one person. So the service should be vital to provide a seamless experience to the customer.
In this blog, CloudVandana will discuss the benefits of Automation to enhance customer service.
When a customer calls a company regarding a problem and needs to explain it repeatedly to more than one person, the process frustrates them. But with the right tools, companies can efficiently handle their valuable customers and maintain long-term relationships.
Automation For Enhanced Customer Service
Automation can handle various tasks typically carried out by the in-house team to save time and resources. Salesforce has introduced a range of tools to automate the workflow through which organizations can unlock many business opportunities. As a result, the teams can be free of repetitive tasks, customers get better service, and organizations can save money by decreasing costs and maintaining efficiency.
In addition, the tools are not expensive and easy to implement. So it sets the team to deliver a better service experience. Companies just need to understand the point where they should start implementing the automation process.
Let’s look at the key points to understand the proper time to automate the workflow.
1. Set The Goals
Companies should set a clear goal to align the organization’s goals with business objectives and return to these goals to measure the success of their effort.
2. The Service Process
There should be no bottlenecks in the system. The processes that often repeat and involve various people and take up time might need automation for enhancement. Organizations can pick three to five steps and start automating. The more steps involved in service, the more chance for errors, bottlenecks, and delays. So processes should be fast and automated to avoid customers’ frustration.
3. The Duration Of The Process
After the evaluation of the complexity, the organization should turn its attention to the time spent. If the company has a process with three primary steps, each step takes a specific time; automating the processes can decrease that total period to provide more service to increase customer satisfaction. So, they can do a lot of work in less time.
4. The Costing For Insufficient Process
Organizations need to calculate the amount they lose on various segments like canceled subscriptions, product returns, etc. So, those costs should be reduced, and the factors for the losses should be well defined to gain customer satisfaction and loyalty.
5. The Field Where Automation Can Provide The Most Value
If the organization has identified the most complex workflows and the costs, organizations can align the top opportunities with key business priorities. In this field, automation can deliver the most immediate value.
Companies should not handle the complex service process end-to-end; instead, they can implement various tools to manage the processes effectively.
Are you looking for various solutions provided by Salesforce? Please feel free to schedule a consultation call with CloudVandana, a reputed Salesforce Partner in India, and get the best solution based on the size of your company and requirements. Call us now.
Digital Marketing Manager at Cloudvandana Solutions