{"id":8187,"date":"2020-04-30T19:22:10","date_gmt":"2020-04-30T19:22:10","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=8187"},"modified":"2023-05-08T07:43:59","modified_gmt":"2023-05-08T07:43:59","slug":"drive-customer-success-with-employee-engagement","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/drive-customer-success-with-employee-engagement\/","title":{"rendered":"Let’s Get Personal: How to Drive Customer Success with Employee Engagement"},"content":{"rendered":"\n

Let\u2019s talk about customer satisfaction. <\/p>\n\n\n\n

A frazzled customer calls the support line of your software service. The customer has spent the better part of an hour trying to complete a process and can\u2019t figure it out. By the time your support person answers, they need to have a solution ready and waiting.<\/p>\n\n\n\n

In reality, the conversation that ensues is often long and tedious. The support person needs to understand exactly what the issue is, asking a series of often repetitive questions, and then needs to determine the solution. Implementing the solution correctly involves yet another process. By the end of this support call, the customer rarely feels satisfied, and chances are the support person feels pretty defeated<\/a> as well. With the complexity of software exponentially evolving, it\u2019s impossible for any human being to remember and support all possible processes.<\/p>\n\n\n\n

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The digital era has already demanded a generation of digitally-enabled users. But in order to support the users of all services<\/a>, which now include pretty much every industry (from banking<\/a> to retail to doctor visits<\/a>), organizations and the individuals who drive them, need the highest level of automated support<\/a> in order to deliver and maintain customer success.<\/p>\n\n\n\n\n\n

A solution that explains and implements complex processes <\/h2>\n\n\n\n

If the goal of the support and service team is to have the answers to questions and the solutions to problems, how can that information be aggregated and available for employees instantly? WalkMe\u2019s ActionBot was designed for one purpose: to hand employees the exact information that they need at the exact moment they need it, on a UX silver platter<\/a>.<\/p>\n\n\n\n

ActionBot \u201cunderstands\u201d what users want to do and automates their tasks for them. This level of process delivery, presentation, and then implementation<\/a> eliminates confusion, errors, and frustration while also cutting the amount of time that it takes to get processes done.<\/p>\n\n\n\n

By using ActionBot\u2019s intuitive chat-interface, users are able to complete tasks without any training, even across multiple software tools. Users don\u2019t need need to navigate sophisticated enterprise management systems, fill in complex forms, or struggle through difficult processes.<\/p>\n\n\n\n

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