How process automation can enable companies to become more customer-centric?


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Customer is the key – no matter from which industry you belong. If you can keep your customers happy, probably, the sky is the only limit to your success. In fact, according to a survey, almost 22% of the companies have identified CX as one of the profitable and effective nichés.

The general customers are talking a lot about CX. In fact, investors have shown a keen interest in better CX-focused enterprises. According to them, it is the enterprise’s customer-driven approach that sets it apart from the herd and creates its brand identity.

Why is a good customer experience important?

For example, you have a range of products, a series of services, and a lot to offer – but what’s the use of all these, if there are no customers to avail of the services?

It is the ability of an enterprise to deliver extraordinary customer service that sets the benchmark. However, consistency plays a major role in the whole procedure and plays the role of a backbone.

How to Use Automation to Deliver a Better CX?

Process automation, though ruling the platform for quite some time now, has proven to be greatly beneficial for developing and providing the best customer service support.

It is because of the smooth process automation that helps to streamline the other procedures and ensure customer satisfaction through great post-sales support and round-the-clock services.

In addition, there are several ways in which process automation caters to the customer experience and makes it better.

Using Chatbots

Being modern humans, a greater percentage of customers prefer to communicate with businesses through messaging applications. Thus, chatbots powered by automation technologies, help to power up customer satisfaction.

You can also screen your customer inquiries and route the customers through chatbots to assist them better.

Provide Real-Time Updates

To ensure a great purchase experience from the customer, it is important to provide them with real-time updates regarding the products and services. Whether it is about the product availability or the changes in prices – informing the customers about the products’ details would go a long way in augmenting satisfaction.

You can notify product updates to the customers through messages, measure real-time analytics through customer feedback, and keep them informed about the product details on time to build a trustworthy relationship.

Keep a touch of Personalization

Without a touch of personalization, your brand loses its essence and identity. Even while serving your customers, a touch of personalization feels really great. In fact, it is one of the major factors that determine your sales conversion.

You can customize their messages/emails, wish them on their birthdays, and cater to them according to their interests stored as your data.

Facilitate with Electronic Feedbacks

Many minute internal procedures make a great difference in ensuring complete customer satisfaction. Providing your customers with automated and electronic modes of communication makes it easy and convenient for them to go through and notice.


It is important to leverage the gap between the processes and the workflow of the enterprise to ensure complete customer satisfaction. However, initiating a great process automation procedure can help to bridge the gap. Now that you know the procedure of initiating the – how are you going to implement the process automation procedure in your business to capture more leads?

Hope you have found this article, helpful for your business. If so, why not share it with your team and help them out!

Prashant Tiwari
Prashant is an avid reader and traveller, loves to write about startups, marketing and automation. He is a no-code evangelist and often likes to write about cool no-code tools and how they are changing the entire landscape of the tech businesses.


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