Customers and market shares play a huge role in the success of a business organization. Satisfying customers and enhancing their experience is something all enterprises should focus on. There are many ways to attain maximum buyer satisfaction through technological means with the help of a Low-Code platform. The importance of Low-Code in customer experience is being realized rather speedily by businesses.

In today’s competitive world, it has become more of a necessity than an obligation to adapt to new methods. Digitalization, online shopping through applications offering 24/7 open communication lines is something that all enterprises are following. This way, they help their products reach their consumers and target markets without a great effort.

Low-Code development platforms help simplify the tedious process of creating applications. They make it easier for companies to quickly develop user-friendly apps and complete complicated tasks. They allow not only developers but business users as well to create an app with minimal hassle. With Low-Code, organizations need relatively less time to build applications, unlike with traditional coding.

Providing customers with your best and providing it on time is the next best thing businesses can do to improve customer experience. This is exactly what Low-Code will help you with.

Let us first understand its meaning.

What Is Low-Code 

Low-Code development is a type of solution that gets rid of all the complex code commands and requirements needed behind building applications. It makes it easy for any business department to do so without the need for tricky and complicated coding. In addition, it provides the initial building tools to assemble so as to make application development easy and fast. 

What’s more, Low-Code offers easy drag and drop functionality and eliminates the old method of coding line-by-line. Application development is faster and accessible to everyone. Low-Code provides the ability for enterprises to design applications that run smoothly on several different platforms and devices. 

How Does Low-Code Work 

Low-Code development platforms allow both professional developers as well as business users to access drag and drop functionalities with the help of their easily accessible graphic interfaces. The main aim of Low-Code is to provide capabilities to non-developers or people who don’t know how to build apps so as to enhance client satisfaction and improve their experience. A lot of Low-Code tools are highly being used in online human resource management solutions for organizations. The aspects and areas of these solutions include work report sheets for managers to rely on for employee work status, talent management, website control panel, etc. 

Why Low-Code for Customer Experience: The Benefits

There are a lot of pros to utilize Low-Code in your company. Read on to explore the benefits of Low-Code in improving customer experience.

Helps Businesses To Shift And Move Quickly 

Due to the recent technological changes, it has become inevitable for the business world to stay wary of digital transformation. Businesses have to constantly engage in switching themselves and keeping themselves agile in this always-changing environment. Adapting to and accepting the norms of digitalization has now become a no-brainer for companies, thanks to Low-Code development.  

These solutions make coding accessible and help decrease the pressure on IT guys. Whatever applications organizations design are built to keep up with the pace of customers and staff members. Apart from that, these platforms also provide the ability to build apps for companies that cannot afford a technical development team. In short, all that coding that was once very lengthy is now effortlessly managed through Low-Code technology. 

Adapting to the new changes and providing customers with all the latest trends will lead to the business gaining more consumers. It will enhance their experience with the company. 

Saves Money 

With Low-Code, businesses can build apps in less time with less effort, thus, reducing operational costs and saving money. Not only that, Low-Code application development is super easy and non-complicated, which is unlike standard coding. This reduces the reliance on IT developers, and the money organizations spend after hiring and retaining them. All of this saves the firm’s money and makes everyone that is a part of it productive. As a result,  employees are doing more for the customers, leading to an increase in their satisfaction with your business. 

Improves Speed 

Saving money and offering agility are both beneficial too. But what actually helps companies gain the best out of Low-Code platforms is their ability to boost the speed of application development and delivery. Unlike line-by-line coding, this allows IT people to code in the form of a flowchart, offers drag and drop facilities, and provides ideas to enhance the business automation process which leads to the creation of applications more rapidly. 

It also provides API processors and pre-built, ready-to-use components that developers already access so that they don’t spend more time creating new ones. 

Low-code gives an entire history of all the changes made and all the past databases used to develop the software or app with the click of a single mouse key. Therefore it reduces the amount of time spent looking for information and getting rid of time-consuming development processes. 

Less time taken to build apps and providing them to users will lead to a faster contribution to their needs and demands, which will ultimately lead to better engagement with your firm. 

Eliminates The Use Of Shadow IT 

Shadow IT can be defined as the use of software, applications, websites, and systems without the permission and approval of the IT department. While this provides a roadmap to bolster innovation and productivity, shadow IT applications are extremely dangerous and insecure. With the use of Low-Code, though, this won’t be a problem since it removes the use of shadow IT. 

Because the main focus of Low-Code development is to enable innovation, it brings creative ideas to life without the use of shadow IT. This saves businesses from the risk of not taking the IT department’s approval. Furthermore, Low-Code makes app development easy without having to fall for any unsafe measures. 

Allows Faster Automation 

Low-Code development platforms provide the right tools to speed up the way businesses automate their everyday tasks and build applications. With all the available digital tools, it has become super easy for organizations to go digital. 

Low-Code for Customer Experience: In A Nutshell 

Nowadays, organizations are quickly adapting to all the new digital trends in order to provide the best to their customers. In order to meet their requirements and increase customer experience, organizations are making heavy usage of Low-Code technology. 

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Did you know that customers cite long wait times as the number one frustration when dealing with customer service? It is incredibly annoying when the customer just needs basic support and information and they have to wait longer than five minutes. While many have the patience to wait, some customers completely stop doing business with brands because of a bad customer service experience.

Large corporations, with their large customer support teams, have no problem meeting their clients’ needs. But what about growing businesses with limited staff? Or with self-employed individuals who support their clients on their own? How do you keep up with a growing business?

In the early stages of a life coach’s journey, for example, they often run their business alone. Aside from having a life coach certification, they also take care of multiple clients with different schedules. How can they focus on their business when they are busy answering questions and fulfilling requests all day?

Automated customer service solves this dilemma without the expensive hassle of hiring new customer service specialists. Not sure where to start with automation? Read these steps on how to automate your customer service system. 

Step 1: Create a Well-Structured Knowledge Base

Any customer service automation anchors itself on a thoughtful and well-structured knowledge base.

Even without automation, a knowledge base reduces the workload of your customer service representatives. Instead of searching millions of sources on the Internet, they have a pool of information tailored to your products and services. Links are easily sent to customers who need immediate assistance. In addition, customers usually need assistance immediately when they land on your website. Offering self-service support, such as a knowledge base, reduces the burden on your team. The easier it is for customers to find the information they need, the less likely they are to contact your support staff. When developing a knowledge base, accuracy and structure should be your top priorities. In addition, the resources should be highly visible on your website and other communication channels such as social media.

A good example is a widget on your website with a call-to-action that says, “I need help.” It should be placed in an unobtrusive and strategic location on the page. When a visitor clicks on the button, it should take them to your knowledge base. Providing a seamless customer experience not only reduces the demands on your team but also increases customer satisfaction.

Group the most common questions and information right at the top of the knowledge base. Create logical categories so the information is quick and easy to find. Additionally, integrate a search function so that customers have the option to search for specific answers. Images, infographics, videos, guides, and other forms of content are great additions to your knowledge base, in addition to articles. These will meet your customers’ needs faster while increasing engagement.

Step 2: Integrate your knowledge base with the chat support system

Now that you have a robust resource center, connect it to your existing customer service channels like chat support. Modern support chat platforms typically offer integration with information sources. Once integrated, searching for support is much more seamless, as your customers only need to search for answers within your website’s chat window. Also, install a chatbot to handle the interaction with your customers. This high-tech tool automatically initiates conversations, analyses the customer’s request in real-time, and provides relevant information using your knowledge base. Similarly, chatbots are an integral part of social media automation. They answer posts, direct messages, and other customer-related concerns without leaving your social media company page. Chatbots are great at handling simple requests. They allow you to provide lightning-fast answers to your customers without the need for your team members to intervene.

Even when using a software platform, it is important that every employee has access to important information in order to do their job efficiently and effectively. A chatbot can have a huge impact on how your employees experience their day-to-day work. It can support them in a more natural, engaging, and ultimately human way.

How does Leia, Comidor’s AI-powered assistant, work?

The chatbot retrieves data from a knowledge base and delivers information instantly to end-users. Create your own knowledge base, to serve as a central repository for all the information your chatbot needs to support your employees and answer questions.

Step 3: Develop an Automated Ticket Routing System

Although chatbots and similar apps are making rapid progress, they are still limited to handling basic concerns and inquiries. Your team should still be handling complicated problems. Automation plays an important role in creating an efficient ticket routing system, which is especially important if you have a growing customer base. Ticket routing is the processing of assigning a customer issue to the right department or agent. This approach reduces transfers between agents and departments that increase wait time. Once the customer has exhausted all the assistance offered by the chatbot, the system can automatically route their concern to the team that specialises in that issue.

For example, sales inquiries go directly to your sales or marketing staff and product-related questions to your support team. Instead of manually handling a bunch of requests and assigning them to the next available agent, it’s better to set up routing workflows that automatically assign tickets based on criteria. Use different routing rules and filters such as language, country, product, and topic. Also, set up rules to reject irrelevant tickets in case of spam.

Comidor Low-Code and Automation Platform strengthens your customer service by automating complex requests using Artificial Intelligence and Machine Learning (ML). By following these steps, you can improve the process of managing customer requests and deliver an exceptional customer experience:

1. Add Comidor public forms to your website and automatically trigger customer inquiry processes.
2. Use ML text classification models to classify requests into problem categories and AI to identify and categorise the opinions expressed in the customer request details
3. Use various business rules to prioritise the request and define the responsible department to handle and resolve the ticket
4. Automate all process steps by building a workflow that orchestrates all customer requests

If you have high-value customers, an automated ticket routing system will ensure that the right customer service representative handles all their concerns. While most changes happen in the background, setting up such a system will greatly improve your customers’ experience. They won’t have to deal with being passed around with no concrete solution to their problem.

What’s next?

Creating a knowledge base, integrating with your chat support system, and setting up an automated routing workflow are just the beginning in automating your customer service. Create automated follow-ups like chat surveys, email feedback forms, and similar messages. This way, you can collect data to analyse, especially to determine your customers’ opinions. You can even ask for email, name, and phone number at the beginning of the chat interaction, which is great for generating leads.

Additionally, most chatbot systems offer analytics that gathers information from interactions and conversations with the system. The insights from the data will highlight areas for improvement and identify problem areas. Automation can also be easily extended to email support systems. Set up processes that automatically generate tickets when emails are received from the customer. Just like chat support, you can use your ticket routing system here to centralise your text-based support operations. Your knowledge base is also critical to developing automated email support.

Fortunately, you don’t need to learn artificial intelligence or programming to establish automation in your business processes. Many automation and customer support solutions have built-in no-code or low-code capabilities that allow you to create custom automated workflows and processes.

Robotic Process Automation technology or RPA is a relatively new technology. Even though it has not been around for long, it has already managed to gain an increasingly high amount of attention among the corporate world recently. Many businesses are starting to take notice of how RPA improves customer experience. The technology allows software robots to learn how to mimic human behavior.

As an example, the RPA technology is able to navigate enterprise software systems such as FSM software, ERP systems, and service management tools. It accomplishes this by using each application interface as a human would. The only exception is that a robot can perform the work at a much faster pace and more efficiently without the need of taking breaks or slowing down.

Continue reading to learn how RPA improves customer experience and boosts the sales process.

How the Use RPA Makes Sense in A Corporate Environment

Recently, research was conducted with finance and accounting professionals on the benefits of using RPA software. The study concluded that the robotics process automation helped to eliminate much of the repetitive, time-consuming manual processes that professionals in these industries take on each day. RPA can help improve efficiency in the workplace and deliver intelligence data that is more accurate. It can also offer real-time access to financial data with analytics and reporting capabilities. Since the boom of Big Data, the amount of financial data has been exponentially increasing.

The only way professionals in finance are able to keep up is with the use of this type of technology. RPA can add real value not only to customer experience to the operational level but also to the workplace from a strategic viewpoint and can help a company’s bottom line.

RPA for Customer Experience

The role of a customer experience representative is to maintain a high level of customer satisfaction. However, this can be difficult to do when the company is constantly growing and the company’s technology is changing. With the help of RPA, companies can have a consistent customer experience across all channels. Companies are turning to RPA because they want to make sure that they are giving their customers the best possible experience no matter what channel they use. Intelligent bots can handle routine queries and requests that are repetitive in nature.

They can also handle more complex queries and requests that require some form of human intervention. RPA can be used for all kinds of business functions such as HR, payroll, marketing and sales. They are also great for automating data entry tasks such as updating databases or generating reports.

Advantages of Using RPA Software In The Workplace

The RPA approach can streamline a company’s internal processes by combining technology and employees. It can also enable insights and trends to be found quicker to allow businesses to take on more opportunities. RPA works better with common tasks that are rule-based and require manual inputs. Once set up, the software robot will use other application interfaces. Generally, only a few modifications will be required to implement the robot. In some cases, no modifications will be necessary when it is set up properly from the beginning. Below are some of the top benefits a company can gain from implementing RPA software.

1. Reduction in Costs

When a company can automate some of their most time-consuming tasks, the savings can be of 40 percent to 75 percent and upwards of 30-percent the cost of paying an employee to do the same tasks. Software robots typically cost much less than a full-time employee.

2. Improved Customer Experience

When a company deploys an RPA for customer experience, it will free up more time for employees to put high-value resources back on the company’s front lines to help define customer success.

3. Lower Operational Risks

RPA software can help reduce the number of problems caused by human error. Human errors occur due to a lack of knowledge, tiredness, and confusion. When a company can successfully reduce their rate of errors, it will end up lowering their level of operational risk.

4. Internal Processes Improved

For a company to leverage RPA, they have to clearly define governance procedures. Accomplishing this will allow for quicker internal reporting, better onboarding and more efficient internal activities. When implemented properly, the use of an RPA system can increase employee engagement and improve customer experience.

5. Current IT Systems Will Not Need Replacing

Many companies are afraid to implement an RPA system because they are worried, they will have to replace the existing IT systems. Thankfully, one of the biggest advantages of a virtual workforce is that it will not require the replacement of your existing systems. Instead, the RPA bots will help leverage the systems you currently have in place,  the same way human employees can leverage current systems.

6. Boosting Employee Engagement

Employee retention is important for the success of many businesses. Many workers are unhappy with their jobs when much of their day consists of time-consuming and menial tasks. Implementing RPA bot solutions helps provide employees with meaningful and engaging work. Entry-level and millennial workers have reported higher levels of unhappiness and boredom while working. Many have stated they are more likely to leave their current job if they feel they’re performing tasks that have no meaning. RPA is the key to keeping employees engaged and happy. According to a McKinsey report, RPA improves customer experience by enabling the automation of many repetitive tasks, a fact that allows employees more time to focus on creativeness and deep thinking. This allows businesses to retain and attract more talent.

Many enterprises integrate RPA in Customer Service Automation tools. RPA helps modern jobs in many industries become more fluid and allows employees more freedom from many of their mundane and inefficient administrative tasks. With more free time, employees can spend more time driving innovation and other key performance areas of the business such as product development and customer service to help contribute to the company’s bottom line.

Author Bio:

Caryl Anne Crowne is a contributing writer and media specialist for Allegra Network. She often produces content for a variety of digital platform blogs.