Boost Ecommerce Customer Satisfaction With Robotic Process Automation Solutions

FEBRUARY 8, 2023

It takes a lot for a business to compete in today’s digital landscape. That’s why eCommerce businesses leave no stone unturned. Some of the latest AI and robotic process automation solutions can help create the best customer experience.

For most companies, customer service is vital to the overall customer experience. But for eCommerce companies, in particular, it can be even more critical. Customer service is not just about answering questions. It’s also about helping customers feel like they’re receiving personal attention as valued members of your community.

Key Takeaways:

RPA technology solutions help eCommerce businesses improve customers satisfaction through:

  • Human-like multichannel chatbots
  • Automating back-end tasks
  • Processing returns
  • Tracking orders
  • Centralizing customer communication touchpoints
  • Gain valuable sales insights


How Ecommerce Businesses Leverage RPA

A bad customer service experience could chase away loyal customers. But there are many ways to leverage RPA to improve it. Ecommerce sites implement intelligent automation in order-processing workflows. For example, when customers place orders through your site, it automatically sends a fulfillment request.  

Below are some examples of robotic process automation solutions: 

  • Automate warehouse operations to fulfill orders faster and more efficiently  
  • Automate workflows to free time for more urgent customer service tasks 
  • Create a self-service help center 
  • Set up automated loyalty programs 
  • Collect feedback to discover hidden functionality issues 

Automation is a vital part of any digital transformation strategy. It helps you get more value from your existing resources while freeing time and energy for more important things like product development and marketing initiatives. As your business grows, assignments become more complex and time-consuming, impacting customer satisfaction and brand loyalty.

Enhancing the Customer Experience with RPA

Robotic process automation solutions are a great way to automate repetitive tasks currently being done manually by your employees. It reduces the time spent on tasks, which can be helpful for businesses that rely heavily on customer service. If you don’t have the right capabilities, you can’t offer the best customer experience.  

Customers need assistance with issues related to orders and payments. For example, suppose you receive thousands of support requests daily. In that case, RPA can help you drastically reduce the manual work required for these support requests.   

With RPA development, you won’t have to enter data or respond to individual customers manually. Instead, you can automatically use software robots to handle these tasks while mimicking a human response. It reduces manual work and speeds up processes while improving accuracy and compliance. 

Intelligent RPA Chatbots

You can automate processes like e-commerce customer service requests or live chat sessions with your customers with chatbots. You can also use them to create automated rules and responses based on trigger events like specific keywords or phrases. These automated tools can help you respond to customers more accurately and consistently in a more human-like way.

With RPA, you can develop consistency across multiple sales channels. Chatbots are easy to set up and manage with artificial intelligence, so you can use them to automate customer relationship management.

Streamline Back-End Tasks

Many companies overlook this area because it’s not visible to customers and often doesn’t seem a priority. However, to deliver a great customer experience, you must ensure that your back-end processes work smoothly.  

RPA can help free up time for employees to work on other tasks that require human intelligence and creativity. Conserve your staffing resources using RPA for back-end tasks: 

  • Send mass emails or inventory updates 
  • Integrate with third-party data and algorithms 
  • Automate ongoing competitive research 
  • Maintain data consistency 
  • Optimize supply chain inefficiencies 

RPA software can be programmed to take over repetitive tasks such as data entry, allowing employees to focus on higher-value activities instead. For example, suppose you have a customer information database stored in Excel files or PDFs. In that case, you can program an RPA tool to extract data from these files and automatically add them to your database.  

Effortless Returns Processing

Returns are a pain for both your customers and your business. They take up a lot of time, can be a hassle to manage, and can cause you to miss out on sales you would have otherwise made. RPA streamlines returns without human intervention. It helps automate shipping and returns, so you can focus on more important things like selling more products or serving more customers.

Automated Order Tracking

Robotic process automation solutions can provide automated order tracking for eCommerce customers and helps increase satisfaction with your website. It monitors every step in the delivery process and notifies them when it reaches each stage. You can automate reports to know how many orders have been received, delivered on time, and resolved quickly. This type of data helps you identify areas where automation could help streamline your processes further.

Central Communication Channels

RPA can connect customers’ communication channels with RPA systems that store data. This technology allows customer service agents to access messages from all channels: email, chat, social media, or phone calls. You’ll have all information available without switching between applications and systems. As a result, you provide better service with less effort and time to transfer files between platforms.

Insightful Sales Analytics

RPA software can help you to gain insight into your business and make better decisions. Sales analytics is a critical component of the sales process. It can help you understand your customer, predict their behavior and make better decisions. Here are some ways how to use RPA for insightful sales analytics: 

  • Automate customer data processing 
  • Analyze sales performance by customer segment or product category 
  • Monitor employee performance and productivity 
  • Identify top sales performers  

In addition to forecasting revenue and tracking sales performance, RPA also helps you understand how to improve all aspects of your business. By analyzing customer data, you can create targeted campaigns more likely to succeed and increase profits.  


Customer experience drives revenue, so any business that wants to succeed long-term must keep its customers happy. RPA helps improve customer satisfaction by automating tedious tasks. The more productive your employees are, the better they will be able to serve customers, leading to increased sales for your company. Contact RD Global to learn more about Robotic process automation solutions for your ecommerce business. 

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""Insurance Technology leader and Software entrepreneur with decades of experience leading technology initiatives for fortune 500 organizations. Rajesh Nambiar founded RD Global to create a unique digital consultancy offering high quality software solutions with an extreme commitment to customer experience.""

FEBRUARY 8, 2023
RD Global Empowers Insurance Companies to optimize total digital experience, unify data, and harmonize processes by developing high impact technology solutions infused with a 5-star customer experience.