We live in a modern world where technology plays an important part in our lives. The same goes for every industry or company around the globe. Nobody wants the burden of online business failure.
Investment in AI will increase more than 300% this year - Forrester
As a technology rising in popularity, artificial intelligence is becoming standard practice. Find ways to implement this innovation when scaling your customer service.
Artificial intelligence improves your customer service and gives it a new level of efficiency. As we all know, the better your customer service, the more returning customers you’ll have.
AI brings the process of automation to the most repetitive tasks, ensuring your customer service employees can tend to more important matters. It’ll help you save time, effort and funds while giving great results.
It’ll help you personalise your customer service and engage your employees. Increase customer satisfaction and expand your customer base by combining forces.
The Benefits of Scaling Your Customer Service
AI Can Automate Repetitive Tasks
Since the competition grows smarter with each day, you need leverage in the race for success. In a world where everything is digital, there’s no alternative to AI, harness its power to automate the most repetitive tasks. Focus on improving customer/employee engagement by freeing up your customer services agents' time.
The technology is essential if you want to reach the top. This includes training your employees to involve them in the automation process. Your customer service procedures will need reorganising, but it’s for the well-being of the company.
90% of consumers want to use messaging to communicate with businesses, but less than half of the companies have what is needed to do so - Forbes
Tend to the Needs of Customers
If people can’t get what they want from you, they’ll search for it somewhere else, it’s as simple as that. Customers are becoming more demanding because of the insight technology gives them. Buying behaviour is changing. Stay on trend, and develop quick, efficient problem solving techniques.
Instead of risking a human error in the process, you can use AI to manage tasks with ease. Every company has customer service agents dealing with frequently asked questions. Instead of wasting your time, effort and money on hiring and training people to deal with this task, AI can do it for you. Focus your attention on more challenging problems.
67% of people expect to see/use messaging apps when talking to a business – Chatbots Magazine
Predict Problems Before They Occur
There’s always room for improvement when it comes to customer service tasks, and no room for mistakes and problems. Luckily, this is where artificial intelligence really shines. AI’s fast data analysis allows it to predict problems and find the best solution. Thus, solving those problems before they occur.
This will improve your workflow while maintaining a good level of customer satisfaction. The most important thing is that your team doesn’t suffer overload. Solving your customers’ problems faster than the competition maintains high-levels of customer satisfaction.
42% of B2C customers purchased more after a good customer service experience - Zendesk
The Customer Service Team Must Grow with the Business
Every segment of your business must develop and grow along with the company. The bigger the business, the more services it needs. The same goes for the customer base. More customers equals more needs, which means more employees to manage those needs.
Take a look at how Macy's use a virtual agent at the start of the customer service process. If the AI agent can't solve the problem, it's passed to a human customer service agent who can analyse the problem.
Instead of hiring new employees you can use AI when scaling your customer service, meeting your needs as the company grows. Use SMART goals to determine how you can integrate employees and AI.
Automation is the key to everything here. If you want to tackle new markets, you’ll have to get familiar with new languages. AI learns languages faster than any employee, opening up new markets at the touch of a button.
Eight out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution by 2020 - Oracle
A Personalised Service is the Most Important Factor
The more personal your customer service is, the more customers you’ll gain. People need treating with respect and want the impression their voice matters. Give them this and your customer knowledge base will see rapid growth. Then it’s only a matter of inspiring loyalty. Ensure customer loyalty by delighting your customers, then welcoming, acknowledging and acting on feedback.
Make them feel they're contributing to improving your company. Include them in your cycle of growth to guarantee success. If you can personalise the communication to a high degree, AI will take this to a whole new level. Personalising communication gives you valuable insight into the habits of your customers.
Tailoring product recommendations to match those habits will ensure increased sales. Of course, this depends on how you invest in your technology. Commit to investing by collecting as much customer data as possible.
By 2020, 57% of business buyers will depend on companies to know what they need before they ask for anything. - Salesforce
Give Customers What They Want - Fast!
The faster customers are able to get what they want, the more they’ll buy. If employees fail to understand the demands of the customer, they avoid human contact. This results in an unsatisfied customer and a bad customer service experience. You can avoid this by implementing AI when scaling your customer service – the potential is limitless.
Author Bio:- Robin is a Technical Support Executive. He is an expert in knowledge management and various Knowledge base tools. Currently, he is a resident knowledge management expert at ProProfs. In his free time, Robin enjoys reading and travelling.