A good customer experience is essential to help your business compete, retain customers, and retain talent. Sometimes small changes, like incorporating AI into your processes, can provide the workflow and business optimization you need. Below are three ways AI-powered software and systems can help you better serve your customers.
Great customer experiences don’t just make your business stand out, they help your business cope with everything from economic recessions to labor shortages.
Right now, consumers are hungry for exceptionalism, efficiency and enjoyment. Eight out of 10 shoppers surveyed by Qualtrics and ServiceNow admitted that they stopped working with at least one company in the pursuit of improved customer experiences. Qualtrics estimates that this shift in customer behavior has the potential to cost companies collectively $3.6 trillion in lost sales†
In other words, you have 3.6 trillion reasons to focus on improving your customer experience. However, you don’t have to hire more people or completely change your activities. Sometimes making small changes, like incorporating AI into your processes, can provide the workflow and business optimization you and your buyers deserve.
How can your company use AI-driven software and systems to engage and retain customers?
- Give your customer service reps AI assistants.
If your business is like most, you probably use some sort of AI chatbot on your website. AI chatbots can serve as exceptional first-line customer service tools. Not only can people get help 24/7, but they can also maximize their time.
Yet some problems require a human approach because they are more emotional or complex. In those situations, AI can play a background role. For example, AI assistants can “eavesdrop” on the conversations of the customer service representatives. Once the AI assistants “hear” specific words, they can begin retrieving information for the reps. This allows the reps to focus on the conversation instead of spending time flipping through tabs or data.
This process gives the best of all worlds. It increases your reps’ ability to quickly collect data, which in turn speeds up the resolution process. An Aircall eCommerce Customer Service Experience Survey shows that approximately 96% of customers: not willing to wait in line longer than five minutes to speak to someone. So the sooner your reps can make callers happy, the better.
- Get more out of your customer data with AI.
Every company collects tons of data every day. It would take forever for your team to search and find trends. You don’t just have that kind of time or ability, but AI-assisted programming does.
CEO Peter Szalontay of DataMilk, an AI tool that autonomously optimizes the user interface of e-commerce websites, explains that many e-commerce sites assume they don’t have the sophistication to Using AI to improve their site’s UX – but that this is a costly misconception. He says: “Our research shows that, in general, shoppers experience more than 50 clicks and hundreds of other interactions (such as scrolling) before making a purchase. This data is incredibly useful and with enough data science and technical resources, it can be used to model that accurately predict a user’s intent and adapt the store’s user interface accordingly.”
With the information in hand, you can then remap — or just fine-tune — all of your customer experiences. Make no mistake: languishing on friction points large and small can have a serious advantage. Customers are prone to delays as low as 33 milliseconds. Every little bit of shaving those friction points gets you one step closer to a positive, tacky customer experience designed to impress.
- Predict what customers want to see and hear next with AI.
Have you ever wished you had a way to understand your customers so deeply that you could tell them what they wanted you to do? Let AI be your guide.
The predictive technology of AI makes it possible for your team to deliver a personalized experience that seems intuitive and natural. McKinsey’s findings indicate that 7 in 10 people expect personalization of their favorite brands. The brands that meet those expectations are 40% more likely to drive their revenue streams.
As long as you have some customer history, you can use AI to find various custom paths. For example, AI may find that customers who buy product A are more likely to buy product B six weeks later. Knowing this will help you anticipate the purchase with the right messages. From the shopper’s perspective, you look like a mind reader, when you’re really only reading a little bit of data.
Even if you think your company’s customer experience is best-in-class, you can’t afford it not to amplify it with AI. Startups and existing competitors using AI to improve business will distract your buyers with seamless interactions, which can ultimately drive them to stop interacting with you. To maintain your competitive advantage in today’s competitive market, make sure you prioritize the integration of AI technology into your operations.
Written by Rhett Power†
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