Every process in your business impacts your customer experience and engagement, even if the customer never sees it. Whether you realize it or not, this has a massive impact on your bottom line. Did you know that a 5% increase in customer retention results in a 25% to 95% increase in profits?

Well, you can enjoy these benefits for yourself with the right workflow automation. First, let’s talk about the role of workflow in customer experience and engagement.

What Is Workflow?

Workflow is the sequence through which a piece of work passes from initiation to completion. Essentially, it’s a series of processes that work toward a singular goal.

In this context, we include everything starting from the first time a customer sees your ad to the follow-up service they receive after they purchase a product from you. Everything in between related to this transaction, in-house or otherwise, is part of this workflow.

What Is Customer Experience?

Customer experience encompasses every aspect of a customer’s journey with your organization. This includes everything from the first time they click on your website to the product they receive and their available support afterward.

While many factors can make or break a positive customer experience, the most notable include:

• Turnaround times
• Customer service
• Satisfaction with your product/service 
• Price and value of product or service

Again, there are plenty of other potential factors in customer experience, from your website’s engagement to the quality of your packaging. However, 63% of consumers will pay more for products from brands that offer high-quality customer service. 

How Does Workflow Impact Customer Experience?

Notice the key factors in customer experience we mentioned above. What do they have in common? For one, your workflow plays a role in determining all of them.

Therefore, improving your workflow with automation will enhance your customer experience. Here are some examples of how.

Faster Turnaround Times

First, workflow automation will yield instant gratification for users in many circumstances. For example, customers expect a password recovery email to take seconds to reach their inbox. If it takes days, this would likely ruin their experience.

While that’s only one example, the same logic applies across all of your digital processes. The faster you can respond to customer needs, the better their experience will be.

Improved Customer Service

There are many ways that workflow automation can help improve customer service. AI chatbots, automatic email responses, automatic refund issuing, and so much more. 

Again, the faster the customer gets what they need, the better. Still, most businesses can’t afford to have a 24/7 customer service line with enough representatives.

Increasing Product Value

Every product or service requires many in-house processes behind the scenes that we don’t consider. These can include design, manufacturing, collaboration, and so much more. For the average modern business, most of these processes are digital.

As a result, automating these digital processes will reduce human error and improve the value of your finished product. Humans will never match AI when it comes to accuracy on repetitive digital tasks.

Lowering Costs

As you grow your enterprise, it simply isn’t feasible to continue hiring more and more employees. In today’s business world, that’s a recipe for failure.

Instead, having the technology available to seamlessly scale along with your business will dramatically lower costs in both the short term and long term.

For a flat monthly fee, there’s no limit to your growth. Consequently, reducing costs can help you lower prices without sacrificing value. This is a win-win for both you and the customer.

Follow-Up

An often overlooked aspect of customer experience is the aftermath. We all want to stay relevant and engaging with your existing customers. Remember, getting customers is only half of marketing, keeping them is the other.

Having a dedicated process for following up, whether it be a newsletter, maintenance services, or an automatic email, can help drive more customer engagement. Add this automated process to your workflow and see the benefits of customer retention for yourself!

Improve Your Customer Experience Today

Now that you know the role of workflow in driving customer experience, improve your digital processes today with the right workflow automation. Once you’ve programmed your platform to fit the needs of your enterprise, the sky is the limit.

Keep reading our blog for our latest tips for your business, and check out our expert workflow automation to learn more!