3 Ways to Improve Customer Service with Automation

Digital transformation is a hot topic in 2023. However, many businesses are still resistant to the actual need for it. Some believe they are better off without it, while others have implemented too many systems, exhausting their IT teams. This is why it’s essential to have a system in place before embarking on your digital transformation journey.

However, before we go any further, let’s clarify what Digital Transformation is.

Digital Transformation is the process of using digital technologies to create new or modify existing business processes, culture, and customer experiences to meet changing business and market requirements. It is a “reimagining of business in the digital age.”

In this article, we will guide you through the digital transformation journey, and show you how automating one department can improve your overall company’s profile. Today we will talk about customer service and how we uncovered the possibility of automation to improve your customer service team and skyrocket your customer satisfaction rate.

Now, why should you consider automating processes in your customer service team? From our research, we found out that 74% of companies in the food industry have no automation in the customer service department. However, they still have lost order emails, limited resources to fill in order forms, and a lack of stock and delivery information.

 

Let’s check 3 ways to improve customer service with automation:

1. All orders are in one place
2. Free up your customer service team
3. Deliver orders on time

All orders are in one place

3 Ways to Improve Customer Service with Automation

Managing orders can be a daunting task, especially when dealing with multiple emails and scattered information. With digital transformation, however, you can streamline this process and ensure that all information regarding orders is stored in one place. This not only saves time but also minimises the risk of lost emails or misplaced information.

One way to achieve this is through the use of order management systems (OMS). OMS allows your customer service team to easily access and manage all orders, from tracking numbers to shipping addresses. This capability not only improves efficiency but also enhances the customer experience, as your team can quickly and accurately respond to any inquiries regarding orders.

Moreover, all emails related to orders are automatically logged into a dashboard, making it easier for your team to keep track of all communication. This frees up your team to perform more valuable tasks, such as providing personalised support to customers and developing new strategies to improve the customer journey.

This solution is particularly beneficial for remote teams, as it enables independent work and ensures that all necessary information on orders is readily available. Even if some team members are on vacation or taking time off, the OMS makes it easy for others to pick up where they left off and manage orders seamlessly.

Free up your customer service team

3 Ways to Improve Customer Service with Automation

Processing orders manually can be a time-consuming task for your team, especially when order forms contain 50 to 100 lines.

Our research shows that on average, it takes an entire day to manually input all the required information.

However, if your orders are collected automatically, your team will have more time to cover other tasks and provide high-level service to your customers. This means that they can invest more time and effort in improving customer satisfaction, building strong relationships with clients, and creating better customer experience strategies.

In addition, freeing up your team’s time can lead to a more relaxed and less stressed work environment, which can increase productivity and overall morale. With automated order processing, your team can work more efficiently and effectively, resulting in better performance and greater success for your business.

Deliver orders on time

3 Ways to Improve Customer Service with Automation

How many times have you seen marketing messages that promise next-day delivery if you order by 13:00, only to find out it never works? We know of at least a few examples! But we also know the reason behind it.

The order email was opened too late.

With automation, you can forget about this issue. Let us show you how it works!

In a nutshell, automation helps to bring all information from the customer service team’s archives into the automated dashboard. As soon as you receive an order, the program will automatically check it, identify products that can or cannot be delivered, estimate the delivery date and flag any issues that the order might have.

This leads the customer service team to deal only with the exceptions and issues the program identifies, giving them more time to work on valuable tasks. If there are no issues, the automation software creates a CSV (Comma Separated Values) file, which is then used by your ERP System to upload the order without any manual work.

Conclusion

In conclusion, digital transformation can greatly benefit your business, especially when it comes to improving customer service. Automating processes in the customer service team can help keep all orders in one place, free up the team’s time, and ensure timely delivery of orders. By embracing digital transformation, you can meet the changing market requirements and improve your overall profile. Don’t be left behind – start your digital transformation journey today!