Digital Solutions for Enhanced Customer Experience (CX)

Robotic Process Automation (RPA), Chatbots, Customer Service Software, and Digital Transformation

Robotic Process Automation (RPA)

RPA has become a much bigger player in the last few years and is best used to automate processes that fit these criteria.

Highly manual

Process currently being performed by humans that are standard, straight forward and predictable are great candidates for automation.

Prone to human error

Some processes are more prone to human error, causing additional work. Some HR functionality can apply here.

Rule-based

Processes that follow a specific set of “if-then” type rules and can easily be turned into a template. When decision-making is based on a series of standardized rules, that process is an automation contender.

Low exception rate

Processes with a low number of scenarios. Exceptions create complexity, and projects can be automated by excluding exceptions with low volumes.

Standard readable input

Excel, Word, XML, readable PDFs. While RPA work being done with unreadable types (e.g., OCR), it requires an assessment of what’s necessary to make it readable.

Mature and stable

Well-documented processes with known operational costs. Billing often falls into this bucket. Vendor selection RFP could as well.

High volume & repetition

Daily, high-frequency processes like Accounts Receivable and invoicing.

A 35,000-foot guide to getting started with RPA

More than you’d think!

RPA can be extremely helpful in scaling customer experience.

If you’d like to learn more about RPA, timelines, and implementation schedules, or specific processes in your business that it could benefit, let’s talk.

Chatbots

Chatbots usage has been on the rise for the better part of a decade. Often seen in customer support (taking or returning orders, etc.) and recruiting (FAQ from job candidates), they can’t yet handle massive complexity but are great at improving key functions for businesses.

Customer wait time

Responding to customers quickly, reducing wait time, or giving customers another option instead of waiting.

Shopping Experience

A customer sends specifications to the chatbot, and the chatbot can go into the inventory or contact the sales department directly — plus, preferences get saved, so the next time the customer returns, that information is pre-loaded.

Personalization

Instead of a customer having to navigate a website with potentially hundreds of different pages and navigation options, the chatbot creates a 1-to-1 conversation.

Response rate

Chatbots can reply to 100% of messages, which humans often do not do (largely because of time being a finite resource). When responses are answered you have a better chance of converting a visitor to a buyer.

Frequently asked questions

This saves your business time and keeps your customers happy. Who wants to wait forever for the answer to a simple question, when you can get it quickly from a chatbot?

The impact Chatbots can have on CX

Digital Solutions
Want to learn more?

To speak to one of our digital consultants about how chatbots can help streamline and improve your customer experience and

tech support efforts, books some time now.

ConectysOS® – Customer Service Software

Necessity is the mother of invention. We built ConectysOS® in 2016 because our clients were extremely unsatisfied with the contact center customer service software options available to them. We’re constantly improving and adding features to ConectysOS® based on our clients’ feedback, input, and needs. In 2020, ConectysOS® saved our clients nearly a million dollars when compared to current leading platforms.

ConectysOS is also extremely flexible, offering API integration with tons of complementing solutions.

Digital Solutions for Customer Experience

Omnichannel

  • Website forms and Live Chat

  • Voice and Text

  • Email and Tickets

Feature Rich

  • Virtual Assistant ready

  • Interactive voice response (IVR)

  • PCI DSS compliant

Data Focused

  • Integrated Quality Assurance

  • Deep analytics

  • CX Insights (NPS. FCR, CES)

Digital Transformation & Consulting

When done correctly, a digitally transformed organization serves its end clients and customers wherever they are, intuitively, effectively, and efficiently. Digital-first is no longer a “nice to have” element of a business; now it is business. Conectys’ team of dedicated digital experts provides the best options to clients around the delivery of customer experience, contact center support, and at-scale, high-volume moderation.

  • Data analitycs

  • Integrated omnichannel CX

  • New and innovation revenue streams

Digital Solutions for Customer Experience

Here are some questions we usually get about our digital solutions!

How does pricing work?

Pricing is custom based on specific scope and requirements.

What are some of your key differentiators in the automation and digital transformation space?

  • The right size to be flexible, experienced enough to be consultative, and a safe growth partner.
  • Experience and track record: apply to new clients through cross-pollination of best practices.
  • Speed and flexibility
  • Multilingual strength
  • Multicultural strength
  • Digital with AI and RPA specifically, and with CX and Content Moderation Technology Leaders
  • Our location strategy, offering access to local talent in close to 200 countries
  • Partnership with UiPath
  • Several projects with Google and Microsoft

How much time and money can I save with these approaches?

It really depends on the industry and the process. But, as an example, in 2019, Gartner estimated that RPA would save just the financial industry 25,000 hours of avoidable work annually. Check out these papers for more information: saving money with RPA and saving money with chatbots.

How long do digital transformation projects take to implement?

Obviously, it varies by the complexity of the project. In general, most projects can be implemented in under 10-12 weeks, which is about 6-8 weeks faster than competitors. Simple bot installs for top-of-funnel recruiting efforts can be implemented within 3-4 weeks.

Book a meeting

Ready to speak to one of our digital experts about ways we can help with RPA, chatbots, ConectysOS®, or other digital transformation needs?

Fill out the form and we’ll make it happen!

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Right-shoring vs. Offshoring, and thinking about cost

January 3rd, 2023|Tags: |

A guide to outsourcing models by location: which one is your perfect fit? Companies usually start an adventure with outsourcing when seeking additional efficiencies, planning to increase competitiveness, or growing business abroad without taking significant investments in their [...]