SERVICE AUTOMATION
SERVICE AUTOMATION
SERVICE AUTOMATIONEfficient and effective customer service turns an organization into a profit centre. Exceptional customer service is the base of an endearing customer experience. Service automation is a technology in which service gets automated. This is designed to address problems or complaints of customers so that an organization is able to resolve the problem in the earliest possible time. Service automation allows organizations to identify and address issues before they become a problem .It allows users to resolve customer inquiries in a personalized manner and improve customer satisfaction. HOW IT WORKS? Service automation involves the removal of human intervention in a series of defined steps. It uses pre defined scripts that can be applied on all the common issues. In Service Automation, service representatives manage and resolve customer support requests. They also keep in mind the up-selling and cross-selling opportunities. This is done by building a data centre of all the common issues and their respective solutions so that problems get resolved in no matter of time. ADVANTAGES OF SERVICE AUTOMATION- 1. Increases customer satisfaction. 2. Decreases the cost of serving customers. 3. Enhances efficiency and simplifies training of employees. 4. Is easy to use. 5. Offers customers services at a wide range of choices. 6. Delivers a superior customer experience. 7. Personalizes the service provided. DISADVANTAGES OF SERVICE AUTOMATION- 3. Decreases man power and therefore jobs. 4. Setting up of a service automation system can be costly. TYPES OF SERVICE AUTOMATION- Service automation can be of the following types 3. Straight Automation~ Here ACD's( Automatic call distributors) or Internet websites route the enquiries of the customer to a computerized data base and provide instant solutions. 4. Partial Automation~ This offers semi automated methods of communication along with international telephone services. This helps in providing customers a more personalized service. 3. Back office process redesign~ This is not completely service automation but process automation where back office interactions are done with the customers. The World business has got redefined with the funneling of a bulk of its customers into service automation arrangements. While on one side it has decreased man power on the other hand it has enhanced faster and efficient interaction between the employees or service providers and the customers. It has moved up the value chain and so skilled labor is no longer wasted in doing some traditional functions that were not automated. Service providers are no longer restricted to a particular time zone or place and so efficiency of an organization's service to its customers has increased many folds.