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eRAS powered Customer Service : Elevating experience
eRAS can be used in the customer service department to automate tasks such as data entry, account creation, and order processing, which can significantly reduce the time spent on these tasks and improve the accuracy of the information entered. Additionally, RPA can be used to monitor customer interactions and provide real-time assistance to agents, further enhancing the customer experience.
Example
Key Benefits
Case Studies
Which product is used in Customer Services and why?
Data entry: RPA bots can be programmed to automatically enter customer information into various systems, such as customer relationship management (CRM) and enterprise resource planning (ERP) systems.
Order processing: RPA can be used to automate the process of processing customer orders, including order tracking, inventory management, and shipping and receiving.
Customer inquiries: RPA can be used to automatically respond to customer inquiries, such as account balance inquiries or password reset requests, on various channels such as social media, messaging platforms and email.
Complaint handling: RPA can be used to process customer complaints and automatically route them to the appropriate department and agent for resolution.
Identity verification: RPA can be used to automatically retrieve and verify customer information from multiple sources, such as ID, address, phone number, or email.
Refund processing: RPA can be used to automate the process of handling customer refund requests, including retrieving customer order information, checking the return policy, and initiating the refund process.
Knowledge management: RPA can be used to automatically update and maintain customer service knowledge bases, providing agents with real-time assistance and guidance.
Reporting and analytics: RPA can be used to automatically generate reports and analyze customer service data, providing insights on customer behavior, agent performance and customer service trends.
Automated testing of customer service software: RPA bots can be programmed to automatically test customer service software, such as CRM and ERP systems, by simulating customer interactions and testing the software's functionality and performance.
Testing of chatbots and virtual agents: RPA can be used to test chatbots and virtual agents by simulating customer interactions and testing the software's ability to understand and respond to customer inquiries.
Automated testing of customer service systems:RPA can be used to automatically test customer service systems, such as phone and email systems, by simulating customer interactions and testing the system's functionality and performance.
Testing of customer service websites:RPA can be used to test customer service websites by simulating customer interactions and testing the website's functionality and performance.
Testing of customer service mobile apps: RPA can be used to test customer service mobile apps by simulating customer interactions and testing the app's functionality and performance.
Social media monitoring: RPA bots can be programmed to automatically scrape customer data from social media platforms such as Twitter, Facebook, and Instagram, providing insights on customer sentiment and feedback.
Web scraping: RPA bots can be used to scrape customer data from various websites, such as online review sites, providing insights on customer feedback and sentiment.
Email scraping: RPA can be used to scrape customer data from email, such as customer inquiries, feedback, and complaints, providing insights on customer needs and concerns.
Chat scraping: RPA can be used to scrape customer data from chat logs, providing insights on customer interactions and agent performance.
Customer Data scraping: RPA can be used to scrape customer data from various sources, such as ID, address, phone number, or email, providing insights on customer demographics and behavior.
