5 Ways That Automation Has Improved the Customer Experience
Technology automation has changed the customer experience. Many companies use automation to get consumers the information they need, often at the touch of a button.
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Whether you love it or you hate it, technology is meant to make our lives easier. It has also helped to make things move so much more quickly that we almost rely on instant gratification to complete the easiest of tasks. Gone are the days when we had to rely on written communication and snail mail to convey a message across distances. We depend on call center technologies to do the hard work for us.
Many companies use automation to get consumers the information they need, often at the touch of a button. Much like text messaging, this allows the information to be conveyed without having to have a conversation with a Contact Center representative. Here are 5 ways that automation has improved the customer experience:
1. Instant Access
Have you ever needed your account balance for anything? We all have. Typically, we can count on the fact that there is an online portal we can access or an automated phone line that we can call. We don’t necessarily need to have a conversation with a Contact Center representative, verify all of our information, and get the information we need. This is time consuming and inconvenient. We would much rather be able to multitask, and have the ability to access it on the spot.
Many services now offer this as an option for the convenience of their clients. They could provide you with access by providing you with a username or pin number to access your information freely. You might have to set up an account, initially, with a username and password, but you should be able to access the details that you need.
Many online portals allow you to customize some sort of dashboard for your convenience. Personalized customer service takes many forms. Maybe you need access to your bank statements, but you don’t want to drive across town to request them from the teller. You can simply log-in to your online access, click on the statements tab, and you can locate the previous statements. From there you can typically download them or print them out. Not everyone needs access to this feature, but it is nice to have.
You may be able to customize your home screen altogether. This could be as simple as dragging and dropping the icons that you use most frequently and hiding the ones that you don't. This would give you at-a-glance information when you pull up the screen instead of having to go searching for it.
3. Convenient Access
Our lives don’t only operate during banking hours. Unfortunately, that’s often the only time that businesses have people available to assist you. Sometimes, their operating hours don't match up with your time zone. This could be really inconvenient if you live on the west coast, but the company you are trying to do business with is on the east coast. You'd either have to get up really early to complete your task, or you'd have to hope to get a free moment at work to step away before the close.
When companies offer an online portal system or automated phone line, they understand the access their clients require. You should be able to access your information 24 hours a day with a click or call.
4. Better Recommendations
This is an added feature that comes with most online portals. Affiliate companies for banks, credit cards, auto insurance, and auto loans are realizing that people are monitoring their credit more closely. It’s no longer a mythical number that we only see when we are obtaining new credit.
Many of these services even offer credit monitoring for you along with an estimated credit score. Based on this information, they may show you offers from their affiliates that could better your situation. This may read as a better car insurance rate or a loan that you may be qualified for, but it's based off of your information. If this is something that you aren't interested in then simply scroll past it. Most consumers do appreciate knowing that they could be saving money.
5. Constant Communication
One feature we see becoming more popular is the ability to chat with a representative within the online portal. This is a big change for the inbound call center; you might have a quick question that you don’t think warrants a phone call. These representatives are able to answer your question quickly and direct you to the right area. If they are not able to answer your question, they will often offer to schedule a call for further information.
It is important to note that not every chat box is going to have a live person on the other end. Some use keyword chatbots to assist their clients. You should be able to tell quickly by the type of responses that you are getting in return. If you do not find this helpful or you find it unnecessary, simply close the box.
Not every company is going to offer these benefits and features to their clients. Oftentimes we see a huge disconnect between the business and the consumer as we have become reliant on these 'luxuries.' People like the ability to set up automated payments, check their balances, and consume information without having additional steps in the process. They will even choose which companies to do business with by what amenities they have available to them. People of today rely on automation even if they are unaware, and more companies are adding to their process to streamline their operations.
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