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Whenever we face any issues or any challenges regarding any product or service, the very first thing we tend to do is lodge our complaint. Now, here comes the most challenging part of the process! No one wants to hold the call for more than a few minutes, but unfortunately, the customer service executive is also busy in some other task at the same time.
The best possible way is to deploy other human resources to assist the person, but that will be less profitable for the organization. Deployment of automation technology is the only cost-effective yet practical solution to streamline routine tasks and procedures. Automating the task lets a customer service executive focus on the customers’ demands and needs rather than just entering a few information and data. When they try to focus on data collection and information placement other than attending the call properly, the attention gets divided. If a customer is not satisfied with their answer, they may not considering opting for service from them.
There are a few steps that need to be followed to automate the work process of customer service