The Challenge
A rapidly expanding e-commerce company faced an overwhelming volume
of routine customer service inquiries, leading to long wait times,
agent burnout, and inconsistent responses. Their customer service
representatives spent a significant portion of their time on
repetitive data lookups and manual ticket handling, rather than
resolving complex customer issues.
Our Approach
YukthiX Consulting implemented an RPA solution to automate and
optimize key customer service processes:
-
Process Identification: Identified high-volume,
low-complexity tasks suitable for automation, such as order status
inquiries, password resets, common FAQ responses, and data
updates.
-
RPA Design & Development: Designed and developed
RPA bots using platforms like UiPath and Automation Anywhere to
interact with their CRM, order management systems, and knowledge
base.
-
Automated Inquiry Handling: Bots were configured
to automatically retrieve information (e.g., order tracking,
refund status) and provide instant responses to customers via
chatbots or email, reducing the need for human intervention for
simple queries.
-
Agent Assist Bots: Developed "attended bots" that
assist human agents by quickly retrieving customer information
from various systems and automating data entry during live
interactions, reducing average handling time.
-
Integration with Existing Systems: Ensured
seamless integration of RPA with their existing Zendesk CRM and
proprietary order fulfillment system.
-
Performance Monitoring: Established dashboards to
monitor bot performance, efficiency gains, and impact on customer
satisfaction metrics.
The Solution
The RPA solution transformed the client's customer service
operations by providing:
- Instant resolution for routine customer queries.
- Reduced workload for customer service agents.
- Improved consistency and accuracy in responses.
- Faster average handling time for complex issues.
Results & Benefits
40%
Reduction in average handling time
25%
Increase in first contact resolution
Improved
Customer satisfaction scores
The client experienced a 40% reduction in average handling time and
a 25% increase in first contact resolution rates. This enabled their
customer service team to handle a larger volume of inquiries with
fewer resources and allowed agents to dedicate more time to complex
and empathetic customer interactions. Overall customer satisfaction
scores showed a significant positive trend.
