Striking the balance: Enhancing CX through automation
How Beauty Pie automated 30 percent of customer contact volume
06/21/2023
The efficiency of automation cannot be denied, especially when it comes to delivering customer experiences at scale. Maintaining the human touch in an automated experience can be tricky however.
Chandni Bhatt, senior UK manager, member happiness at Beauty Pie, spoke at All Access: Customer Self-Service about how Beauty Pie has successfully automated 30 percent of customer contact while maintaining a high level of customer service.
Bhatt discussed why automation is not about scaling down CX but improving customer journeys and how it frees up agents to focus on more enriching roles. She also shared details of the company’s plans to automate half of all customer contact by the end of 2023.
