Challenges in Deploying Customer Experience Automation


Customer expectations have evolved drastically over the past few years, mainly due to continued pressure from e-commerce shipping and pandemic recovery efforts. Forbes echoed this position sharing, “For many businesses, chasing after the customers’ ever-changing behavior and expectations has led to a whole new focus of the business strategy, where services and customer experiences are now the battlegrounds for customer loyalty.”

With this evolving customer experience in logistics, more freight forwarders are incorporating automated customer engagement into their business strategies. Despite the maturing of automating technologies, implementing them can be a difficult task. This article will provide information on the common challenges of integrating customer experience automation  to educate forwarders considering this as part of their customer retention plan.

1. Inability to Integrate Automated Platforms Within Your Current Tech Stack

Businesses that rely on old tech and legacy systems face increased opposition during the integrating aspect of customer experience automation. Because effective RPA depends on a full workflow of automation, disconnected systems impact the executability of an automated motion. Upgrading to a tech stack that is API compatible equps freight forwarders to combat this obstacle and lets RPA do the virtual heavy lifting

2. Limited Customer Engagement With Outdated Chatbots

When automated customer engagement software first became available, many were intrigued by the capabilities they held. Yet, a chatbot’s active software can become obsolete in just a few years. A current chatbot can access the internal document management system to offer robust customer engagement opportunities in today’s technology. By utilizing an up-to-date chatbot, shippers and freight forwarders are less likely to see disgruntled customers due to a malfunctioning or unhelpful chatbot.

3. Lack of Real-Time Status Updates Due to Outdated Rating Info

Understanding the impact that outdated systems and processes can have on creating information and customer expectations is critical for ongoing success. Real Clear Policy reports, “The Transportation Department projected last year that ground freight totals will rise by 50% by 2050 to 28.7 billion tons.” With an increase like that, it’s more important than ever that freight forwarders and shippers be equipped to quote based on accurate rates. 

Just imagine not providing an accurate rate because the RPA is relying on old data. Today’s freight chatbots can automate quoting, but only with the correct data being made available. Partnering with an automated customer engagement software, such as RPA Labs, eliminates this issue and, in turn, builds better customer experiences (for example, better rates and faster service).

4. Misalignment Between Leadership and Sales

The gap between leadership and sales has been broadened amidst a supply chain talent shortage. Although automation can bridge that labor gap, it is only effective if everyone involved is on the same page. Utilizing certain automated features, such as customer reviews, creates opportunities to analyze any misaligned pieces in the workflow. As the number of automated processes increases, management should continue to provide software training to realign their teams and workflows. 

5. Poor Implementation With Limited Support

The onboarding process of new software is undoubtedly looked forward to with anticipation… although often negatively. Decision-makers can glide into the addition of customer experience automation by partnering with a reputable RPA provider. A provider, such as RPA Labs, brings years of expertise and familiarity to the table to help deploy the new software faster. With an expert on board, the ROI of robotic process automation can start generating at day one.

Overcome the Challenges of Automated Customer Engagement With RPA Labs

Despite the complexities of incorporating automated customer engagement into their workflow, these challenges come with solutions. In fact, the right RPA can solve the miscommunications or misalignments between leadership and sales by incorporating current, visible data on each customer. To learn more about how customer experience automation can be a part of your solution, schedule a demo with RPA Labs today.

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