Aug 5, 2021 7:54:00 AM
How to Create a Better Employee Experience With Low-Code Automation
Technology is supposed to be a facilitator, but sometimes it feels like a hurdle that needs to be overcome before you can really tap into the benefits it promises. Yet, the potential of customer service automation is vast and will only grow in the coming years with the evolution of AI. One premise that is already improving the way automation works is low-code.
What is a low-code automation platform?
According to Forrester, low-code are “platforms for application development that employ visual, declarative techniques instead of programming to meet a wide variety of application and process automation use cases.”1
The idea of low-code is literally having as little code as possible to make the platform easy to use and accessible for basically non-IT people. There’s of course still code working in the background of the application, but it’s nicely packed in a visual interface that often uses a simple drag-and-drop approach for building the desired feature. No coding languages and IT resources needed to create automated processes within the platform. Current examples of low-code customer service platforms are Zendesk, Salesforce and Creatio.
It offers more flexibility for what used to be complex matters that had to be handled by IT professionals. Low-code platforms empower the so-called ‘citizen developers', which are non-professionals who need no coding skills, only a simple basic technical understanding. This results in a faster turnaround of projects as e.g. pre-built components are used to create individual workflows within the platform with no additional IT resources needed - neither internal or external (e.g. from the platform vendor).
Low-code automation platforms have an easy to understand visual interface, helping to effortlessly build flows with the pre-existing blocks by dragging and dropping them. It’s a very convenient way to achieve the desired outcome with minimal effort. The logic behind how the platform is set up is simple to grasp and mostly self-explanatory by the way the interface is designed.
One important aspect of a low-code platform is that it’s specifically built for a certain persona, e.g. a customer service agent. This means that the ones who create the platform are aware of these citizen developer’s limitations and they design the platform particularly to circumvent these, modifying it to the persona’s individual skills and needs. This really enables the citizen developers and accelerates the usage of the platform.
How does low-code automation impact customer service?
Working with a low-code customer service automation platform benefits both the company and its employees as well as their customers. The “...two sides of digital strategy: digital customer experience and digital operational excellence”2 are strongly connected. With operational excellence comes not only an improved customer experience (CX), but also a better employee experience (EX).
Low-code platforms create a more productive, personalized and pain-free environment which improves the employee experience. Customer service agents are empowered to build the processes they need on their own, facilitated by the visual solution of the platform. This also means that the tool is also easily understandable for colleagues from other departments which might sometimes need to be involved, further improving internal processes.
Being able to customize the solutions to the core needs of the service department is essential to deliver great support and offer exceptional customer service experiences. It means being able to adapt faster to the department’s needs and meet the customers’ demands. It also means that the degree of customer service automation is growing, allowing service agents to gain back valuable time to focus on the customer interactions that really matter.
Low-code platforms remove those hurdles or barriers that customer service teams have faced in the past setting up their customer service tech stack and really own it (or literally IT). It’s supporting them to help their customers even better, faster and more effectively. The key to offering more efficient and personalized service is low-code automation, empowering agents and customers and enabling more meaningful conversations.
1 Forrester (2021), “Now Tech: General-Purpose Low-Code Development Platforms, Q1 2021”.
2 Forrester (2020), “Service Desk 2020: It's All About Employee Experience”.
Karen takes care of Solvemate's content universe as Marketing Communications Manager. When not writing about chatbots, you will find her watching Danish tv series (Dear Netflix, please talk to DR and add some new ones!), doing (aerial) yoga or trying out every recipe from Yotam Ottolenghi.