At a time when the world is dealing with new distances between people, it’s vital that communication processes are as seamless, fast, and effective as possible. Businesses now face the need to keep colleagues and customers connected, where some employees haven’t stepped foot in their offices for months. Automated communication can help you deliver smooth, satisfactory experiences for your customers and colleagues – and we’ll show you how.
Resolving customer service requests quickly and effectively
Customer loyalties are made or broken by your response-times, and if you’re not delivering the level of customer service they expect, there’s probably a competitor who will. Keeping the customer on your side can hinge on timely replies, answers, and action. The same goes for any public-facing communications, such as the information requests the public sector frequently receives. Satisfaction, whether it’s for customers or citizens, relies on smooth interaction.
The more manual your customer support processes are, the more reliant they are on employee promptness, labor, and accuracy. Everyone wants to do a good job, but when you’re facing a request backlog a mile long, delays are to be expected. Employees become fatigued, errors like typos creep in, and a 24-hour response time becomes 48 or 72. This can lead to unhappy customers and stressed customer service workers. It’s time for automation to do some of the heavy lifting and grease the wheels of business operations.
Collecting details from customers can now be conducted via easy-to-use digital forms, with validation checks performed upon data entry and records routed directly to the relevant people for the next steps. If it’s an issue requiring resolution, a case is raised, and these employees are automatically notified that their action is required. The entire case lifecycle, from creation to resolution, is expedited and streamlined this way.
The same technology can also be used for better customer onboarding. Automating customer onboarding can vastly accelerate the process and drastically cut the effort required from employees. When a customer enters their details via a digital form, it can once again be routed to the relevant departments. New joiner documentation is automatically generated and sent to the customer, and relevant records are created in Salesforce and other systems. And it all takes place with minimum action required from an employee, and maximum speed and seamlessness for the customer.
If you’d like to learn more about how to improve customer service processes with workflow automation, we’ve prepared a full customer service use case with all the details. You can also see how these technologies can be used in very similar ways to automate public records requests. Meanwhile, let’s turn our attention to using automated communication processes to connect your employees more effectively.
Connecting colleagues for better collaboration and communication
This year, digitally transforming common business processes has gone from a “nice to have” to a must—and automation is a big part of that. It’s not just about optimizing for efficiency anymore; business continuity itself relies on having the right systems in place. If a communication process relies heavily on paper documents, on-premises legacy systems, and manual work, it’s a dinosaur and unfit for modern working. Such a process will slow everything down, introduce errors, and stop your organization from doing its best work.
Just like in customer communications, internal comms can be hugely streamlined with workflow automation. Automatic notifications tell people when it’s their turn to play their part in a task, instead of relying on a colleague’s prompting and an email or chat message that could easily be missed or lost in a messy inbox. Automated generation and routing of documents save everyone’s time in drafting them and eliminate bottlenecks and weak links in the chain.
Approvals procedures, which previously required concerted coordination of multiple stakeholders, with potential holdups at every point, can now be dramatically accelerated. Instead of stalling due to breaks in communication, signoff is like a relay race, with each participant passing over the baton swiftly to the next – all the way to the finish line. It’s a more connected and fluid way to work.
Getting started with automated communication is easier than you think
You may be thinking that this all sounds great, but what does it take to make it happen? A lot less time, effort, expense, and expertise than you might expect, actually. Implementing automated communication solutions is now within the reach of businesses everywhere, thanks to the low-code/no-code revolution.
The Nintex Workflow Cloud allows you to transform all the processes we’ve described here via a simple drag-and-drop interface. That means it’s faster and easier than ever to take a communication process, digitize it, and make it available for your employees and customers. This ease and speed have proved vital to many of our customers this year who needed to make their crucial business processes work and deliver in 2020’s difficult environment. They overcame new challenges, maintained business continuity, and kept people connected and communicating with the power of process. We hope we can help you do the same.