Customer service may be among the oldest business practices, but even in an age of SaaS applications and subscription models where business users are increasingly accustomed to self-service models, strong customer service remains a powerful differentiator.
One company that has shown a continued commitment to customer service and support is UiPath, which is on Acceleration Economy’s list of Top 10 AI/Hyperautomation vendors.
UIPath has been awarded the Customer Relationship Management Institute’s NorthFace ScoreBoard Service Award for the third consecutive year for superior customer service. The award recognizes exceptional levels of customer service and support provided to users of UiPath’s Business Automation Platform. The company is a leading provider of robotic process automation (RPA) tools.
Based on customer survey data, UIPath received an overall customer satisfaction (CSAT) rating of 94% in 2022, representing an increase from 91% in 2021. To put this achievement in context, the average CSAT rating for software companies is 77% so UiPath is significantly outperforming its competitors in this regard.
UiPath earned a NorthFace ScoreBoard Index rating of 4.6 out of 5 based on an audit of responses to more than 45,000 surveys, which were sent to customers during their interactions with UiPath customer support.
“Being recognized by our customers is the pinnacle of achievements,” said Deepak Chawla, senior vice president of global product support at UiPath, in the company’s announcement of this recognition. “Putting them first – and exceeding their expectations – will always be fundamental to the success of our business.”
No-Code Does Not Equate to No Support
UIPath’s core platform enables users to develop and deploy automations quickly thanks to a drag-and-drop, template-based architecture. The aim is to make it as simple as possible to automate repetitive or laborious tasks.
While the notion of development made simpler through technology, including low-code and no code, may suggest that less, not more, support is required, UIPath’s recognition shows it’s committed to supporting users according to their needs and capabilities.
A move to democratize tech functionality is sweeping the software industry. This shift has enabled countless users to utilize company assets, none more important than data, while freeing up technology teams. However, with democratized data and technology, it’s critical that users have the support they need to make the most of those tools.
While organizations support their employees when investing in new technologies, the onus is on the companies supplying these tools and services to maintain high customer support levels. A point that UiPath clearly understands.
Closing Thoughts
The objective to deliver great customer service is nothing new, but still, it’s refreshing to see tech providers maintaining their focus on this fundamental practice, even as so many industries gravitate to self-service models.
Companies like UIPath that develop robust customer service and support strategies stand out from the competition. At a time when competition is more vigorous than ever, new technology companies and solutions are constantly vying to overtake established competitors. Organizations that prioritize strong customer orientation should continue to win out, especially in today’s challenging macroeconomic environment.
Which companies are the most important vendors in AI and Hyperautomation? Click here to see the Acceleration Economy Top 10 AI/Hyperautomation Short List, as selected by our expert team of practitioner-analysts
