Can sales automation include a human touch? In this Expert Insight Interview, Richard Schnitzel discusses adding a human touch to sales automation. Richard Schnitzel is a Founder and President at Bow Tie Bots, helping entrepreneurs to scale their businesses through “Authencious” automation.
The interview discusses:
- Benefits of automation
- Building authenticity into a digital process
- Starting with baby steps
- Automation in 2021
- The opportunity to use
For successful automation, a process needs to have a good workflow. Thus, a company should clearly define what it wants and needs before deciding on what to automatize. But, when automated, the sales process results in better outcomes and faster task completion. Hence, automation increases the company’s efficacy and efficiency.
Build Authenticity in a Digital Process
The best way to bring authenticity into a digital process is to have human interaction at the beginning and end. For instance, when a client calls to book a meeting, answering a couple of automatic questions will go straight to the pipeline and will enable a salesperson to prepare better for the meeting. After the meeting, the new information is put in the system to prepare the base for the next stage and next coworker. The human elements in between the automation increase customer experience and make people less dependent on technology. That way, if automation stops working for some reason, customers will still get the same experience, just a little slower.
Start with Baby Steps
In businesses that need their processes automated, usually, so many things happen at once that people have trouble thinking effectively. For a start, automate a couple of little things to free up your brain so that you can focus on activities that bring higher value to the company.
Automation in 2021
Last year made digital transformation imperative for everyone wishing to scale their business. Companies that had their manual tasks automated are better off during the pandemic. Besides, customers are starting to get along with it as well. However, it is essential to stay honest with customers on what is automated and what not. Let them know that automation should improve their customer experience but give them an option to ask for a customer representative if they want to.
The Opportunity to Use
People today can introduce automation into the business with less stress whether it will work right away. Customers became used to having technology everyone around, so they are more understandable and appreciative of companies trying to enhance their customer experience by leveraging technology.
John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.