Digital Solutions for
Enhanced Customer Experience (CX)

Robotic Process Automation (RPA), Chatbots, Customer Service Software,

and Digital Transformation

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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

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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.

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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

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Digital Solutions Customer Experience

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

Our Insights into Outsourcing

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