What is Customer Service Hyperautomation?

In today’s digital world, all businesses are looking for ways to deliver an exceptional customer experience while also spending less time and money.

Marketers have been at the forefront of this movement, using software programs such as social media automation tools and marketing automation platforms to streamline and optimize their workflow.

So what is Hyperautomation? To summarize, it is about performing tasks, whether they are trivial or complex, using hyperautomation software to improve productivity

However, what types of tasks can be (hyper)automated? As automation software is fast improving, it’s becoming easier for businesses to complete a wide variety of tasks with little to no employee input

How to Get Started with Customer Service Hyperautomation?

The first thing to consider when talking about customer service hyperautomation is to get your teams in the loop.

It is important that your teams feel involved in its implementation and fully understand two important points:

  • The benefits to the company (customer satisfaction / better engagement..) 
  • The benefits for the agents themselves (less time spent on low value-tasks) 

It is therefore advisable to integrate one team leader and two or three of your best agents during the selection and testing process of the hyperautomation tool so that they will become ambassadors of hyperautomation within your customer service department.

Hyperautomation is the new black. It’s your new best friend. The more you can automate your business, the more time you’ll have to focus on the important tasks. 

 In today’s world, customer experience is everything. The more automated your business process, the more you can focus on delivering the best customer experience possible.

How Can Your Business Benefit From Hyperautomation?

Identify what can be Automated and Why You Should Automate it. 


In the past, technology was designed to solve a specific problem for a specific customer. Today, technology is being used to create a streamlined experience that removes as many pain points as possible from the customer journey

To understand the challenges of hyperautomation, I suggest you do a simple exercise.

Think about a repetitive task you or your team do every day at work. For example

Nothing could be simpler, could it? No more than 3 or 4 steps at a glance.

It will take a maximum of 5 minutes to reply to this email 

Well, analyzing the "Reply to this email" task might go something like this:

Agent 1 

  • Open the email
  • Read the email and understand the request
  • Forward the email to the billing department
  • Wait for agent 2 to open the email when he is available.

Agent 2 

  • Open the email again
  • Read the email and understand the request
  • Search for the customer in the CRM
  • Open the customer record
  • Click on his bank account
  • Look at the currently registered bank account
  • Check if it is the same IBAN
  • Modify with the new bank account
  • Check if there are no mistakes when writing the new IBAN
  • Save in the CRM
  • Go back to outlook
  • Write the subject of the email
  • Click in the body field of the email
  • Write the message, along with the appropriate greeting
  • Add a signature
  • Check spelling and grammar
  • Click on "Send

This process can be even more detailed if you also send an attachment, for example. 

Moreover, this process does not take into account the reflection phase that allows you to choose a relevant email subject and to write the email clearly and efficiently.

As you can see, even common tasks turn out to be more complex after analysis!  

Now I would like to propose you do the same task using the full power of hyperautomation.

Same use case using Hyperautomation

Small reminder: we must respond to a request to change a client's bank account

Customer

  • Send an email with his new bank account

Machine

  • Extract the meaning and the intent of the request 
  • Open the file in attachment and read it using OCR technology
  • Checks in the CRM if the customer exists using API
  • Update the CRM using a robot 
  • Compose an automatic reply to be send
  • Sends a reply automatically or semi automatically with an agent in the loop

Agent 1

This is precisely the moment when hyperautomation makes sense!
The agent can continue to work on tasks with high added value for the company and its customers, such as making outgoing calls or answering other messages.

How Can Your Business Benefit From Hyperautomation ?

There are a few benefits to hyperautomation. The first is that it allows you to get more done in less time.

The other benefit is that it allows you to be more effective. 

When trying to improve customer experience, it’s important to remember that you’re dealing with real people and that everyone has a different experience of your brand. You’re not just aiming to give your customers a great experience, you’re aiming to give everyone a great experience.

It’s Time to enhance the Customer Experience

To build loyalty and repeat customers, try to make your customers’ experiences with you the best they can be. 

The difference between a good customer experience and a great customer experience is hyperautomation. 

Why? 

Because it’s important to elevate the experience of your employees

They’re the people who are going to be interacting with your customers.

If they’re having a good experience, then your customers will have a good experience. If they’re not having a good experience, then your customers will have a bad experience.

Hyperautomation allows your team to focus on tasks that have a higher impact on your organization as a whole. 

By automating the smaller tasks, your team can spend more time on the parts of your business that make the biggest difference for your company — which in turn makes a bigger difference for your customers.

Are you ready for Customer service Hyperautomation ?

Do you want to increase the satisfaction of your customers and also of your employees?

Then hyperautomation allows you to address both issues at the same time.

The best part is that it only takes a few hours to implement the first automation in most companies.

EmailTree Hyperautomation Audit Workshop

Discover Which Tasks Can You Automate

Hyperautomation is trend number one on Gartner’s list of  Top 10 Strategic Technology Trends for 2020. 
Are you ready for Hyperautomation?
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