After just one poor experience, nearly 80% of customers opt to purchase from or work with a competitor. Since you never get a second chance to make a first impression, it’s critical to deliver a fast, seamless and positive experience customers demand — and deserve. Businesses committed to delivering remarkable service rely on exceptional customer service and inside sales teams. They provide an irreplicable human touch that customers now expect. To help these teams meet — and exceed — those expectations, many organizations have implemented intelligent process automation. Businesses focused on expanding their growth understand the critical importance of providing exceptional customer experiences. When positive, these experiences promote loyalty and drive brand advocacy.
- 63% of consumers think customer service is improving based on how they’ve been treated by sales and customer service teams.
- 71% of consumers believe quick responses from customer service teams improve the overall customer experience.
- 69% of customers try to resolve issues on their own, but fewer than one third of companies offer self-service options like a knowledge base.
Companies looking to keep pace with customer expectations choose to implement a purpose-built automation platform because of its ability to incorporate business-specific rules into documents with 100% accuracy. From sales orders to invoices and order acknowledgements, the powerful technology extracts, processes and transforms actual data — not images or interpretations of the data. This type of automation delivers touchless transactions for 80% of documents, decreasing order times by 90%. By eliminating these manual tasks that would typically fall into your CSRs’ to-do lists, your business can protect and grow revenue by re-focusing those teams on higher value activities.
4 benefits purpose-built automation delivers to your customers, and your business
Automation helps organizations optimize, standardize and streamline processes like order processing, shipment or post-sales support within the customer journey. But most importantly, purpose-built automation benefits your customers: quicker order processing, lightning-fast response times, proactive communication. It’s a kickstarter to customer delight and retention.
Automated business transactions
Remove the human element — and potential for error — by automating essential business transactions to eliminate tedious manual work and process documents in just 2 minutes.
Real-time order updates
Customers appreciate on-demand access to order updates. Automation lets you set up real-time notifications on shipment times or stock availability and forecast consumer trends to help predict market demand, manage inventory and meet customer requirements.
Personalized customer experiences
Deliver timely relevant content, product recommendations, services and targeted offers informed by real-time customer interactions using automation tools to analyze data, segment customers and automate workflows in CRM systems
Informed decision-making
Organizations can use workflow analysis to more collect, clean, compile, analyze and share data with business units. Automation can import data into visualization tools and distribute reports to all decision-makers, giving them access to customer insights with which to make data-driven decisions.
Leveraging purpose-built automation as a champion of customer service
Eighty-seven percent of customers want companies to provide a consistent customer experience — and B2B buyers are no different. Modern companies implement purpose-built automation because they realize ROI in customer satisfaction rates when teams deliver best-in-class service.