Striking a Balance Between Automation and the Human Touc

Striking a Balance Between Automation and the Human Touch

05/20/2019

Automation is becoming more and more prevalent. Its influence is everywhere, helping enterprises reduce costs, improve efficiency and provide smooth customer experiences. Automation helps to create the right conditions for growth and expansion because manual processes are harder to scale when more demands are placed on the system.   

 

Modernize with the Customer in Mind 

Enterprises that maintain manual processes risk being left behind. They may find competitors are able to respond to customers more quickly and deliver products and services more efficiently.  This is provided automation is introduced in the right way with the customer in mind. Process changes that deliver cost savings and efficiencies will only benefit the enterprise in the short-term if they result in poor customer experiences. 

That said, business process automation should augment not replace human interaction. According to PwC, 82 percent of US consumers prefer to interact with a real person vs. an automated interaction.*  Enterprises that determine what to automate, and strike the right balance between automation and human interaction stand the best chance of successfully streamlining and accelerating processes while optimizing the customer experience. 

Create One Seamless Automation Platform 

Multi-channel communications software centralizes and automates aspects of the preparation, management and distribution of documents such as invoices through the customers’ channels of choice – be those physical or digital. Message impact can be maximized through personalized marketing messages, overlays or enclosures.

Automation can help with simple, routine processes so staff can focus on more complex customer issues This optimizes the time of highly skilled employees to address issues involving critical thinking and problem-solving so that customers receive an excellent level of service. Even in the digital age, the ability for customers to interact with another human being is still an important part of customer experience and satisfaction.

 

Source: PwC Future of Customer Experience Survey 2017/18