Automation in customer service

Automation in customer service boosts customer loyalty, increases sales and reduces costs at the same time.

According to a study by McKinsey, customer advisors would like to simplify 20% of manual customer service activities through automation.

McKinsey, State of Customer Care Survey 2022, Q4 2021.

Transform every interaction through automation

Increase the solution rate on first contact by 10 %

by enabling your employees to provide a personalized customer experience.

Reduce the average processing time by up to 30 %

by giving employees what they need, when they need it.

Reduce the call volume by up to 50 %

with improved self-service functions.

Insights into the case study of our customer M-net Telekommunikations GmbH

Case Study customer service

Automation in customer service @ M-net

Read how we have automated our customers’ entire customer service with RPA:

Industry: Telecommunications
Department: Customer Service
Process: Transaction process
Technology used: RPA Unattended Bots

Possible applications of RPA in customer service

Automated FAQ

Chatbots and automated email responses can answer frequently asked questions without the need for human intervention.

Ticket-Management

Automated ticketing systems can streamline the process of reporting, assigning, tracking and resolving issues.

Order status and updates

Automation can help to update the status of orders, deliveries and returns in real time so that customers no longer need to obtain this information themselves.

Recording customer feedback

Automated customer satisfaction surveys can capture customer opinions and satisfaction levels after interaction or purchase.

Upselling and Cross-Selling

Automated systems can recommend additional products or services based on customer behavior and purchase history.

Automatic reminders

Automation can help to remind customers of upcoming appointments, payment deadlines, contract extensions, etc.

Terminations

The automatic processing of terminations frees up staff for more profitable activities. Faster processing of termination notices means that customer satisfaction is also maintained during “offboarding”.

Changes to direct debit mandates in all systems

Requests received via various channels (e-mail, website form) to change direct debit mandates/IBANs and the error-free transfer of the IBAN to the system can be implemented promptly. Problems with monthly statements are prevented if the IBAN is in the system on time before the next statement.

Circuit reminder

A reminder email or text message shortly before the appointment for Internet activation (technician appointment) led to a 66% reduction in customer absences. This meant that the technician’s on-site visit was not in vain.

Tariff change

Automatic tariff and contract changes. If there is an upsell, this is realized more quickly, which leads to higher sales.