How Automation Can Improve The Customer Experience

Automation technology allows businesses to simplify work flow processes, monitor business operations, and manage client relationships. For many years, businesses relied on interdepartmental cooperation to provide customers with professional service.

A customer that wants to know whether a certain product is in stock, or when it might be available, would have to wait. This would be as on the backend, various departments had to collaborate to gather that data. This also means that there has to be various intricate work flows within the business that allows departments to work together when required.

Over time, this can become complicated. Instead of backend employees getting involved with the process, or leaving the client waiting, automation technology can be the answer. With the help of automation and a customer-centric approach, businesses can actively work to improve customer experience.

Why Should You Consider Adopting Automation Technology?

While many businesses are now regularly using automation when running their business, the use of automation technology is still a fairly recent phenomenon. Despite this, automation technology has established firm foundations within many businesses.

One of the main reasons behind why so many businesses are considering automation technology is related to how it impacts the customer experience. Automation technology that improves customer experience benefits the business as well.

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When a customer is happy with their experience with a business, they are more likely to develop brand loyalty. To become a successful brand, businesses need to establish brand loyalty among multiple customers. Two key features that define the customer’s buyer’s journey are consistency and quality. Automation technology has an advantage when it comes to consistently delivering quality customer experiences. This means that automation technology helps deliver better customer experiences.

But how do you use automation to ensure that your customers have a great experience with your business? Here are five ways:

1. Use Data and Analytics to Make Informed Decisions

Understanding customer buying patterns can help you create better business and marketing strategies. Clothing businesses that are aware that certain kinds of clothes sell more during certain times of the year can focus their efforts on those kinds of clothes.

A restaurant owner that discovers that a health trend is popular among customers can try to incorporate the trend into their cuisine. This can help them target customers interested in that trend. Business owners that want to stay on top of consumer trends and buying patterns can consider data analytics.

By gathering data that helps determine how a consumer makes their purchasing decision. Businesses can then use that data to make better targeted marketing campaigns. Data analytics can also be used to create better buyer personas.

2. Create Personalized Experiences

Personalization helps customers develop a buyers relationship with a business. Usually this service is offered in the form of product recommendations. Automation makes note of previous purchase decisions, products viewed and other data.

This data is then used to create lists of similar products, or products that the customer is likely to be interested in. To create this list, the automation uses data from previous buying patterns of the customer. Then, products from this list are showcased to the customer.

Since the customer already likes similar products, the chances of them making a second purchase go up. Another way to use automation to create personalized experiences is by providing notifications based on app usage. An example of this would be to deliver a notification to a customer who has left items in their shopping cart, but not made a purchase.

3. Chatbots

A customer can have a query at any point of time, including outside business hours. In many occasions, these queries will be simple issues that can be answered easily. But businesses may not have the staff to offer 24×7 customer service.

An alternative is to use a chatbot to deliver customer service instead. A chatbot can be integrated into a website or an app. Once it’s been optimized to answer standard and basic questions about the business, it can go live.

Chatbots can both reduce wait time when it comes to customer service calls for backend employees, and also provide immediate service to the customers.

4. Real Time Monitoring and Updates

Customers can be provided with consistent information about their purchases. This option helps customers stay up to date with their orders, as well as the delivery process. Should there be any issue or delay in delivery, then the customer is informed in real time.

This also has the added advantage of helping a business protect its reputation in case of delayed deliveries, transportation issues etc.

5. Customer Satisfaction Surveys

You can also send out customer satisfaction surveys after the customer makes a purchase. Through the survey, you can ask them about their pain points, what they liked, and improvements they would like to see. This helps the customer feel like their opinion matters to the business.

These surveys, once created, can be automated in such a way that it’s sent to a customer as soon as they make a purchase. Business owners or employees won’t have to do anything to send out or receive the surveys. Analyzing these processes can provide business owners with a wealth of information on how to further improve the customer’s experience.


While automation can provide consistency, technology can still break down. With insurance policy, you won’t have to worry about business disruptions, threats from cyber attacks, and other potential business risks. The right combination of business insurance can help you protect your business.

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