Workflow automation: Supercharge your customer service
David Seed
2024-07-19
Optimising your workflow through AI reduces risk, maximises revenue and will boost your productivity and efficiency levels by 20%. How exactly? We lift the lid on workflow automation.
Enquiry > Enrich > Decide > Act
What happens when a customer enquiry lands at your business? Perhaps it goes straight into a shared mailbox for one of your customer service agents to find. Or maybe a ticketing system pings a notification. If the enquiry is out of hours, and your customer can’t leave a message, it’s anyone’s guess.
Our workflow automation platform uses AI and machine learning to help your business speed up the process and deal more efficiently and effectively with customer interactions. These interactions take many forms – often it’s an email but it can also be a scanned letter, telephone call or even a WhatsApp message.
We funnel all of these enquiries into our centralised platform and enrich them to help your business figure out the right steps to take next. In the travel management company space, that enrichment might involve using real time data to check the status of a flight booking, or in retail, using information from Shopify to provide an update on an order. In financial services, it might be populating an insurance policy renewal request with the relevant information to process it automatically.
Armed with the right information, we then help your business to create an automated response or we pass the enquiry through to one of your agents and suggest the ‘next best action’ to help them make an informed decision quickly.
Our resource manager technology ensures the enquiry goes to the right person on your team – not whoever’s available. It also identifies whether it’s a priority enquiry or a repeat interaction, so we can fast track the right tasks at the right time and help keep your customers happy.
Workflow isn’t just about inbound interactions; outbound communication matters too. Here, a workflow automation platform can help provide quality assurance by assessing correspondence based on sentiment, quality and any prohibited words before it is sent to the customer.
All of these stages on the platform are audited and underpinned by data, so your decisions are fully traceable and your path to action is certain.
Streamlined and smarter service
So, why does AI workflow automation matter? It all comes back to efficiency, productivity and the outcome for your customer. And our own research suggests that a workflow automation platform can boost efficiency levels by 20%, purely by channelling a shared mailbox into a single platform.
Improving response times and communication is key to customer satisfaction – as is a friction-free experience. But if your interactions come via emails, telephone and WhatsApp, and you don’t join the dots, your agents have to start back at square one each time they receive an enquiry – and so do your customers. What’s more, if you haven't got full visibility about your customer interactions and how they’ve been handled, continuous improvement will be an uphill struggle.
The business benefits of AI workflow automation are compelling. But don’t just take our word for it; check out some of the efficiencies our clients are achieving through our platform.
And if you’re interested to take your customer service up a gear, contact us for more information and to book a bespoke demo or consultation.
