The evolving role of customer service representatives in today’s modern contact center
Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools...
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The Team at CallMiner
August 13, 2024
Automation plays an important role across many functions and industries, from automating quality assurance (QA) in contact centers to the electronic organization of health records that improve patient experience and healthcare outcomes. Customer experience (CX) is also common area for automation. Businesses often rely on customer experience automation to help customers quickly and conveniently at different points in the customer journey.
In this post, we’ll explore how customer experience automation works and how it can transform the customer experience, including:
Customer experience automation allows tools and processes to handle parts of the customer journey. Chatbots, personalized landing pages, and automated phone systems are examples of customer experience automation implementation.
Four key components allow customer experience automation to happen:
Frontline agents regularly deal with complex issues and emotional customers. So while automation provides immense value, live agents are irreplaceable.
— CallMiner, Inc. (@CallMiner) November 11, 2022
Our latest blog explores why it's essential to find a balance between technology and human service: https://t.co/pAa7cAKX1S
Customer experience automation typically works best when used in conjunction with human agents. As helpful as automation can be at certain customer touchpoints, it shouldn’t replace all human interactions. Some customer issues, like fraud inquiries or product complaints, are best handled by live agents.
Customer experience automation can smooth a customer’s journey and help companies foster and maintain good customer relationships. Here are a few specific benefits of CX automation.
The primary purpose of customer experience automation is to give customers the help they need at any point in the customer journey. Say a customer arrives on your website at 8:00 PM after your support team has signed off for the day. Having an after-hours chatbot available to answer common questions can help that customer through the buying process.
CX automation maintains consistency across your brand. Automation can prevent customers from falling through the cracks during their buying journey. As your automation process learns more about your brand and customers, it can eventually create experiences that customers rely on and expect from your brand.
Personalized offers help businesses sell because they’re tailored to customers. A segmented customer base allows you to offer automated and customized services to different types of customers, like tailored landing pages or emailed discounts for a specific product or service relevant to a customer segment. In turn, you have the potential to increase sales while building a happy customer base.
With automated processes in place to assist customers, businesses can focus on other key areas of customer support. Removing time-consuming manual tasks, like sending offer emails to customers or answering every chat request, can free up time for your agents to target efficiency and precision when interacting with customers is necessary.
Customer experience automation starts with technology that reveals patterns in the customer journey and gives insight into areas for improvement. Consider implementing data-driven customer experience software into your contact center to gather data that will help you increase customer loyalty, improve brand experience, and understand customer sentiment.
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Marketing automation focuses on marketing efforts only, implementing automated processes that help move customers through a marketing funnel. Meanwhile, customer experience automation is much more tailored to the overall customer experience by using automated tools and procedures to assist customers at multiple steps in their journeys.
AI is used in multiple customer experience practices, including gathering data, helping businesses understand that data through organization and visualization, and “listening” for specific words in conversations to provide helpful real-time suggestions to agents.
Customer service leaves plenty of opportunities for automated processes, like automated phone systems that direct calls to the right department or agent, chatbots that can answer general questions from customers, and abandoned cart emails to remind customers to complete their purchases.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.