Sometimes it feels like you only hear about customer service stories when things go wrong. Rather than dwell on negative experiences, our recent webinar, focused on customer service wins.
What sets these examples apart is the fact that they demonstrate what’s possible when contact centers use robotic process automation (RPA) and conversational AI to assist their agents and customers in real-time. By highlighting these success stories, we hope to not only show the value of contact center automation bots, but to get viewers thinking about ways to improve their own contact center operations.
Contact center automation is the practice of applying automation and artificial intelligence to execute on the four pillars of great customer service — help contact centers connect with customers, empower employees, automate processes and drive continuous improvement through continuous intelligence.
Given the rich and diverse technology stack used by customer operations organizations, automation comes in handy to harmonize disparate systems and elevate the customer experience and operational excellence in weeks.
Case Studies & Best Practices From the Front Lines of Contact Center Automation
6 Stories to Inspire Your Contact Center Automation Strategy
Not sure where to begin making improvements to your contact center? The webinar covered several success stories from our own clients that should give plenty of food for thought.
#1 Shufersal Embraced Multiexperience to Reduce Customer Effort
Transporting the supermarket experience into digital channels can seem like a daunting task, but Israel-based chain Shufersal has done a tremendous job managing this shift. The brand already had a significant digital presence before incorporating self-service features that gave customers even more options to choose from when providing feedback, filing complaints or asking questions.
When the COVID-19 crisis struck, Shufersal’s online order and home delivery services saw a dramatic increase in activity. In particular, customers were using mobile messaging apps like WhatsApp to communicate with the company. Because Shufersal had laid the groundwork for self-service by using automated software robots in other platforms and systems, the company was prepared to quickly add the same guided service flow to mobile channels it hadn’t previously needed to prioritize. As a result, contact center representatives were able to respond to questions and concerns in near real time, giving customers quicker resolutions to their issues.
#2 Puget Sound Energy Zeroed In On Digital Adoption
The modern contact center user journey is not necessarily a straight line. Customers might move from one channel to another as the interaction develops. In Puget Sound Energy’s case, the utility company wanted to give customers a way to actually see account information, service details and outage reports as they talked to call center representatives.
Using Jacada Visual IVR, Puget Sound Energy provided customers with additional self-service options while making it easier for both callers and agents to communicate and work toward a satisfying resolution. Since implementing Visual IVR, the utility company has seen a significant reduction in calls requesting agent assistance.
#3 UPS Kept Customers in the Loop with Proactive Customer Service
Logistics and shipping companies have experienced a massive uptick in demand since the COVID-19 pandemic began. With more people getting items shipped directly to their homes, UPS needed to support an increase in deliveries while also adhering to social distancing guidelines and providing customers with alternative shipping options.
By giving customers more self-service options to choose how deliveries are made, UPS allows for flexibility so people can manage their shipping needs according to their own level of comfort. In addition, the company incorporated proactive outbound alerts so customers would be able to anticipate upcoming deliveries and adjust them as needed. That means fewer missed deliveries and happier customers.
#4 DHL Answered Customer Questions Using Conversational AI
Complex supply chains can lead to headaches for customers who want straightforward answers to their questions. Being shuffled around to different vendors is frustrating, especially if the person has a relatively simple issue to resolve.
Given DHL’s business model as an international courier and last-mile delivery service provider, the company inevitably receives a number of customer calls that other business partners are better equipped to handle. Using Jacada’s RPA bots, the company deployed self-service workflows to manage these interactions more effectively, guiding users to the right destination while cutting down on call volumes. Since implementing this technology, DHL reduced contact center phone calls by 41% and customer service emails by 77%.
#5 Priceline Delivered Empathy at Scale by Guiding Contact Center Agents
The COVID-19 pandemic wreaked havoc in the travel industry as people across the globe canceled trips and requested refunds en masse. A company like Priceline that operates as a go-between for customers and airlines, hotels and tour operators has a steeper hill to climb when it comes to customer service under these conditions.
Faced with more calls and requests than ever, it was essential that Priceline provide its contact center agents with efficient workflows to manage interactions and arrive at desired resolutions. Guidance bots from Jacada empowered staff to work through calls quickly and effectively, and dynamically craft personalized workflows that fit each agent. As a result, handle times have dropped off significantly, giving agents more time to focus on customer needs.
#6 PSCU Delivered Consistency at Scale Using Process Automation
PSCU represents hundreds of credit unions across the United States. Its contact center agents need to be able to find the right information to answer any question or respond to any issue that a customer sends their way. With RPA, this seemingly insurmountable challenge can be addressed so agents work faster and more efficiently.
Support bots assist with mundane and error-prone tasks, freeing up employees to engage customers and provide a better caller experience. Those bots also deliver information relating to every customer and credit union as quickly as possible, so agents don’t need to worry about hunting around different systems to find those details. By using RPA in this fashion, PSCU supports both the customer and agent experience so everyone involved benefits.
These six customer success stories highlight what’s possible today with contact center automation. Businesses should always be building for the future and looking for new ways to use the latest technology to create a better customer experience. Check out more of our customer success stories to develop your own blueprint for contact center automation.