Automation & Customer Experience: Finding Growth Opportunities

If you are a business owner and you find yourself complaining about how there is so much to take care of, then you are yet to explore the world of automation.

From marketing, analytics, and sales, to operations, automation is changing the landscape for businesses by making them efficient in every aspect. Businesses are not just adopting automation to make mundane tasks easier for efficient operations; different business processes benefit from intelligent automation.

McKinsey & Co. released a report after conducting a global survey of business leaders. They revealed that in 2020, 31% of companies have fully automated at least one function.

As more companies harness the impact of automation in 2022, you will only fall behind your competitors if you do not join the race. Also, all researches point to the fact that automation and other advanced technology like AI will only continue to expand in the coming years.

We are here to enlighten you if you need to learn how automation can streamline business and improve customer experience.

Why Is Customer Experience Important?

Customer experience can primarily be defined as how customers perceive a brand. And this experience is built by several factors.

Every interaction a business has with customers is an opportunity to create a positive experience for them. It can lead to a stronger bond, making the customer loyal to the business.

From the first time a customer visits the website and checks your business out to finally taking action, each step should focus on the needs and wants of the customer. Every interaction with the brand makes them wonder: To buy from this brand or visit another brand? To make a second purchase or not? To recommend this business to others or not?

The whole strategy of customer experience should focus on satisfying the customers. There is no shortcut to this but to establish a solid strategy.

When customers feel satisfied or appreciated, businesses gain several benefits. Different surveys have revealed an 80% increase in revenue for businesses that focus on improving customer experience. So, providing a positive customer experience is critical if you want your business to succeed in the long run.

Growth Jockey helps businesses identify their shortcomings and improve their existing strategy or build a new one. Businesses that have become stagnant can benefit from our service.

How Does Automation Works for Customer experience?

The primary motive of businesses to automate any service is to reduce the time and effort spent on repetitive tasks. This allows employees to focus on more critical tasks.

Automation of customer service aims to provide customers with a seamless and consistent experience that can help businesses create a connection with their customers. Employees may not always be available to provide customers with the best service. But automation increases efficiency, and businesses can provide more services simultaneously.

Standard tools for customer experience automation include AI-powered chatbots and automated customer dashboards.

AI-powered chatbots are becoming increasingly popular for websites. Instead of a human agent, a chatbot replies to all basic queries of customers. This ensures customers are getting round-the-clock responses and faster and more accurate replies. While automated solutions to common customer queries can be predefined, the AI can learn from previous customer queries to form new responses.

An automated customer dashboard is another tool that employs intelligent assignment rules to send a customer query to a relevant agent. In this process, when a customer asks a query, it is automatically sent to the customer agent with the most expertise in the subject matter.

With all these intelligent features, businesses should adopt automation in customer experience. Once a business automates the customer experience, it can explore many growth opportunities.

Benefits of Automation for Customer experience

The shift to automation takes the cooperation of all the different departments of an organisation. Automating the other operations in the organisation is recommended before automating the customer service for better sync.

Initially, it may result in confusion, or employees may take time to figure out the process, but automation will provide many opportunities for every business in the long run. Let’s explore the advantages of automation to increase customer satisfaction.

1. More Reliable and Consistent Support

One of the primary reasons consumers move their shopping habits to e-commerce is the convenience of shopping anytime, anywhere. A consumer shopping at night may have questions about product quality, after-purchase service, etc. With automation, all their queries are addressed 24*7.

Hence, this creates a reliable customer experience and maintains consistency. Businesses do not have to train their newly appointed employees to maintain brand voice; they can select the most relevant one from predefined responses. They can address queries faster, maintain uniformity of voice, and provide support around the clock.

2. Enable Self-Service for Customers

Sometimes, customers look for guidance to enjoy a seamless online shopping experience. They do not ask queries or call customer support, but automated self-service that provides easy-to-understand guidance can transform their shopping experience.

Many websites are adopting virtual assistance to improve customers' overall shopping experience.

We at growth Jockey believe that this is particularly useful for purchasing electronic appliances or household equipment online. Customers can understand the features of each piece of equipment and match them with their needs, the downtime required for delivery, the installation or after-purchase service, etc.

3. Reduces Human Error

To err is human. It is common for employees to make a mistake or two when they are managing multiple tasks or are new to a task. Even your best employee can miss out on the details when swamped with work. In the long run, these mistakes can cost the company some loyal customers.

Automating the process not just ensures the tasks are taken out of human hands and they get to focus on other work, but the tasks are performed without any errors.

4. Increased Ability to Scale

Automation eliminates all processes that lead to lost time and revenue. It increases the productivity of employees. When they do not have to perform mundane tasks, they focus better on the tasks at hand. A fully automated customer experience reduces manual work; as a result, the same number of agents can cater to more customer queries.

During the seasonal peaks that lead to increased sales, automation features lead to quickly and accurately addressing all consumer queries. This results in increased sales and more significant revenue.

5. Closer Customer Connections

Customers tend to support the business by coming back for more purchases or promoting them through word-of-mouth marketing when they are satisfied with the brand.

Also, when customers realise their significant contribution to the business's growth and get rewarded for this, they feel appreciated. This builds closer customer connections, resulting in loyal customers supporting you over the years, even when the competition gets tough.

Providing faster access to support helps educate customers, which can go a long way toward increasing loyalty and retention.

Transform Your Customer Experience with Growth Jockey

The message is clear; businesses must adopt automation to explore their potential. Customer success is at the core of every business strategy for the expansion and growth of the business. So, improving customer experience is the only way to achieve the goals.

Automation can support every part of the customer's journey, from onboarding and engagement to retention. The right automation tools help to establish effective communication between the business and the customer.

By 2023, AI and machine learning will automate 40% of all customer interactions. If you are in a dilemma about choosing the best strategy for automation of customer support, or you are new to this world, get in touch with Growth Jockey.

Our experts can help you cut costs through automation, using analytics to understand customer behaviour, fuel business growth, and improve customer experience and other business possibilities.

At Growth Jockey, we are committed to providing exceptional customer experiences across a wide range of industries. Regardless of the size of your business, you can leverage the benefits of technology to enhance your customer experience.

Let us help you unlock the potential of your brand by creating personalized solutions that address your unique challenges and delight your customers. Contact us today to learn how we can transform your customer experience and drive growth for your business.