3 Ways Contact Center Automation Will Enhance Customer Experience


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Did you know that more than one in four Americans say unhelpful service — or so-called service — is their primary reason for customer service headaches?

The reality is that many consumers won’t hesitate to move on to another service provider after a frustrating experience. There are too many vendors for consumers to continue patronizing companies they don’t believe are doing everything they can to help customers.

You can meet or exceed what customers expect through a contact center automation solution. Consider these three ways to retain, rather than repel, the customers you depend on.

1. Better First Call Resolution

Customers don’t want to call multiple times over the same issue. They want their problems resolved correctly the first time around. When they reach out to your contact center, they’ll want your agents to get to the bottom of things pronto. Call center automation will give your staff members the tools they need to resolve customer issues sooner rather than later. They won’t have customers waiting for excessive periods on hold while call center agents scramble to find the answers. Call center agents will easily be able to find the information they need, which means they’ll be able to meet customer needs and move on to the next person waiting for help.

More than seven in 10 customers say that customer experience influences their purchasing decisions. So, if they have to keep calling about the same issues, they might opt to take their business elsewhere. You can’t assume that customers will show brand loyalty. That loyalty comes at a price. In order to keep them loyal, you need to offer great products and services, and exceptional and responsive customer service. Contact center automation can help.

2. Quicker Response Times

Contact center automation will also facilitate quicker response times. Your customers won’t have to be transferred from department to department to get help. Processes that are usually done manually can be done automatically. Chatbots can quickly answer customer questions, enabling them to get answers right away rather than have to wait for an agent. Some of your customers will prefer using chatbots or self-serve options, and a contact center solution that automates processes will provide multiple ways for customers to get help.

3. Cut Down on Errors

Contact center automation also reduces errors that can lead to customer dissatisfaction. Manual processes that can be done incorrectly will be done properly when automated. Mistakes will frustrate customers and slow down the resolution process. So, investing in a contact center automation solution will ultimately benefit customers and help employees.

This is critical considering that many consumers have no problem looking elsewhere if their needs are not met. When automation is done correctly, your business can reduce or even eliminate human error, facilitating consistency, adherence to processes, and other things that benefit customers.

If you want to take your company’s customer service to the next level, consider a contact center solution. You can’t assume that customers will continue to be loyal to your business, brand, and offerings.

If dissatisfied with your customer service, customers won’t feel compelled to patronize your business. One way to satisfy your customers is by equipping your contact center to meet customer needs better. Automating your contact center can do just that.

Larry Alton
Larry Alton is an independent business consultant specializing in social media trends, business, and entrepreneurship. Follow him on Twitter and LinkedIn.


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