Automation: Processes in Optimal Motion

Getting ahead of the competition isn’t just about having the best product or advertising anymore â€“ it’s about providing the best experience, as well.

With so many customers pouring in, eager to learn more about the company, what it can do for them, and how it can help them with any concerns, it can be hard to ensure a top-quality customer experience (CX) every time. After all, there are only so many people available at a given moment to hold the attentive, understanding, and caring conversations that customers deserve.

As many leading businesses have discovered, the solution is automation  â€“ but it isn’t a one-size-fits-all deal. A complete lack of human interaction in CX delivery can make people feel distant from the businesses they’re communicating with. It’s hard to connect with artificial intelligence (AI), and it can be frustrating when the system cannot anticipate and handle highly specific lines of inquiry.

So we strike a balance. For unique situations that require complex interpretation and understanding, customers can talk with a trained human specialist who’s ready to customize plans and solutions in real-time. Customers can connect with an automated assistant for frequently asked questions and simple confirmation or verification processes to get the information they need efficiently and hassle-free.

To make the best use of automation in CX processes, it’s also essential to think about what best suits the target demographic: would our consumer base be more comfortable speaking with a voice-operated AI over the phone, or would a chatbot on our homepage be more accessible? Would customers prefer a conversation roadmap that allows them to give all the relevant information at once, or would a step-by-step track be more user-friendly?

Given how busy business can get, not every company can make sure that there will be a representative available to speak with customers at all times, but what we can all do is ensure that our ability to deliver excellent customer experiences—even when automated—always shines through.

https://www.forbes.com/sites/forbestechcouncil/2021/11/01/personalization-vs-automation-striking-the-right-balance-for-a-positive-customer-experience/?sh=70b741ef39e8

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Kanto Head Office

Odakyu Southern Tower 16F 2-2-1 Yoyogi, Shibuya-ku, Tokyo 151-8583

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Maruit Sapporo Bldg 1-1 Kita Nijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

 

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Sapporo IT Front Bldg 15-28-196 Kita-kujo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0009

China

DALIAN

Room 502, Building 23, Dalian Software Park, No. 40 Software Park East Road, Dalian High-tech Park, Liaoning Province

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Thailand

BANGKOK

3rd Floor, Siripinyo Bldg, 475 Sri-Ayudthaya Rd, Thanon Phayathai, Rajthevee, Bangkok, 10400 Thailand

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Vietnam

HANOI

Floor 10, Detech II building, 107 Nguyen Phong Sac Street, Dich Vong Hau Ward, Cau Giay District, Ha Noi, Viet Nam

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HO CHI MINH

222-226 Hoang Hoa Tham, Ward 12, Tan Binh District, HCMC, Vietnam

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PASIG CITY

Robinsons Cyberscape Alpha

5F Robinsons Cyberscape Alpha
Sapphire and Garnet Roads
Ortigas Center, Pasig City 1600
Metro Manila

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23F Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center, Pasig, Metro Manila

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Global Headquarters

6F LV Locsin Building
6752 Ayala corner Makati Avenues
Makati City 1200
Metro Manila

 

Insular Life Building

Ayala cor. Paseo de Roxas Avenues
Makati City 1209
Metro Manila

 

QUEZON CITY

Mega One Building
España Boulevard corner Mayon Street
Quezon City 4329
Metro Manila

 

Jackman Plaza Muñoz
4th Floor, 1038 Epifanio de los Santos Ave, Bago Bantay, Quezon City 1105, Metro Manila

MANDALUYONG CITY

Mandaluyong

418 Domingo Guevara corner Arayat Streets,
Mandaluyong City 1550
Metro Manila

ILOILO CITY

Molo

2F Iloilo Supermart Building,
San Jose corner Avanceña Streets,
Molo, Iloilo City 5000

DUMAGUETE CITY

LP Information Technology Park
Jose Romero Sr. Street, Bagacay
Dumaguete City, Negros Oriental 6200

Australia

SYDNEY

Suite 3, Level 27

Governor Macquarie Tower
1 Farrer Place
Sydney NSW 2000 Australia

Romania

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Headquarters

3 Avrig Street, First Floor, District 2, 021571 Bucharest, Romania

*with our partner, Global Remote Services

PIATRA NEAMT

Office

11 Republicii Boulevard,
610005 Piatra Neamt, Neamt County

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SUCEAVA

Office

Str. Narciselor, nr. 33, Suceava, Jud. Suceava

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Nicaragua

MANAGUA

Invercasa

Centro Financiero Invercasa Torre 2,
4to Piso, Managua

Cobirsa

2nd floor, Edificio Cobirsa I, KM 6 1/2 Carretera A Masaya, Plaza Santo Domingo, Managua

 

United States

COEUR D’ALENE

Coeur d’Alene

Silver Lake Mall,
200 W Hanley Avenue,
Coeur d’Alene, ID 83815

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