In the words of former British Prime Minister Benjamin Disraeli, “the secret of success in life is to be ready for opportunity when it comes.” For businesses considering using software automation, it can be easy to think that this investment alone will prepare them for success. But, as Howard Williams, marketing director of business automation provider Parker Software, explains, the secret actually lies in successful implementation.
It is quite easy to consider automation as a one-step miracle solution to streamlining a business and increasing productivity and turnover. Yet, while software automation does harbour this potential, it is crucial that provisions are in place to allow it to work effectively.
Before a business can consider how to implement software effectively, it needs to evaluate what software would offer the most benefit. Perhaps it needs reverse IP lookup to spot recurring website visitors who are most interested in purchasing a product, or maybe live chat that can quickly put pharmaceutical advisors directly in touch with people seeking help would be beneficial. What works for one business doesn’t necessarily translate well for another.
Once the right mix of software automation suite has been selected, it becomes a matter of laying the groundwork for effective utilisation. This means ensuring that both software and operators work symbiotically by performing an extensive set up and thorough training.
We all know that setting up software can be a chore and, given the choice, many of us prefer to settle for default settings to save time. But, when it comes to automation software, the reward for spending that extra time on set up is a smooth experience that stays in line with a well-defined strategy.
For instance, ensuring that your chosen suite of automation tools is set up to notify a sales manager when visitors have spent an extended period browsing the frequently asked questions page can be very helpful. Such a simple step in the process can both drive sales and build positive customer relationships.
Watch your tone
Before digital tools can yield worthwhile results, it is essential that employees are fully trained to ensure competency with the software. This goes beyond simply knowing how to interface with the programme and extends all the way to interaction etiquette.
Now, this doesn’t mean that a company’s sales representatives should be whispering sweet nothings to the software itself. If a business is using live chat software to approach potential leads on a website or to offer customer support, it is imperative that the conversation provides the human touch whilst maintaining professionalism.
While employees may be adept at converting leads or dealing with customer complaints over phone, there is a distinction between this and live chat. Unlike a phone conversation, it is difficult for tone to be accurately conveyed through text messages. So, it is important that employees understand that they are not just representatives of their own workstations, but of the company as a whole. It only takes one screenshot of a joke made in error to tarnish the reputation of a business.
Software automation offers a valuable opportunity for businesses in terms of success, but it is not without its potential pitfalls. By preparing your set up and your staff accordingly, your company will be able to reap the rewards of this technology and make the most of any opportunities that come your way.