AI has played a large part in the evolution of customer interactions, and consumer expectations have changed as a result.
Consumers know and expect that you have their personal data—the key is to use it for good instead of evil.
It’s important that businesses use that information effectively to improve the overall customer experience. Sophisticated companies today are using customers’ personal data to develop personalized, omnichannel customer service interactions that resolve questions and customer support issues quickly at every touchpoint.
By creating a customer interaction management process that includes both self-service and live agent-supported models, you can engage with your customer in a manner that’s best suited to the situation. By focusing on your customer needs and building relevant customer support interactions to suit each type of customer, you can improve your customer satisfaction throughout the customer journey, helping to reduce churn.
How can you improve your customer interaction management with the support of artificial intelligence? Let’s take a look at a few key ways to build a better customer experience with automated support.
Segmentation for ticket triage: Rather than segmenting customer support by types of customers, such as VIP or standard customers, consider segmenting by issue type to resolve tickets faster. For example, new customers who need help with setting up their online profiles could receive a guided walk-through, while existing customers who need help with managing a pending order might receive priority chat or phone support from an experienced support agent. Building a streamlined customer support triage process allows channels to be used more effectively, ensuring that tickets can be funneled through the most appropriate channels for quick resolution. By segmenting, your team can focus their efforts more efficiently, ensuring agents have more fulfilling and meaningful work.
Analyzing your customer needs: Understanding customer needs and building support services around them can lead to more frictionless customer experiences by providing customers with easier to find resolutions. As a CX leader, examine the touchpoints of your customer journey to determine where friction exists, and what can be changed in the journey to provide customers with a simpler path, effectively reducing ticket volume and increasing customer satisfaction. To do this, consider conducting user interviews with some of your customer base to understand the types of problems they’ve faced in using your solution, and take note of any trends. Additionally, pay attention to your metrics around product adoption rates and where you typically see a drop—this may point to complications that a better new customer onboarding process could address.
Personalization based on each customer’s journey: Personalizing a service around your customer base ensures that their experiences will be frictionless and enjoyable. Personalization goes beyond simply incorporating a customer’s name into an email, however: Use your customer data to understand what they’ve been looking at on your website or in your app, what they’ve purchased, and how they’ve previously engaged with your customer support channels. That can help you drive more customer engagement and create more upsell opportunities, by sending personalized “related product” emails when a customer clicks on or purchases a particular item.
You can also use your customer data to deliver highly relevant, omnichannel customer interactions that will improve the customer experience when it comes to customer support: For instance, if a customer has previously contacted customer support about a malfunctioning product, you can set up an automated sequence that provides updates on how to replace their order, then asks the customer about their satisfaction with the replacement item once it’s been received. If have data that shows that your customer engages with SMS messages more frequently than email, you can send your sequence through SMS.
Incorporating AI and automation to improve service interactions: Consider the capabilities of your organization and determine if you can automate common repetitive tasks. This will free up your support agents’ time to work on more complex tickets, making their service interactions more meaningful, while also reducing the time customers need to find resolutions. Augmenting support agents with self-service and automated support options can pay off in dividends, allowing them to answer questions faster, understand the customer better, and provide substantially better service across a variety of channels.
When it comes to delivering high-quality customer support, most customers’ biggest priority is being able to solve their problems as quickly as possible. That means they don’t want to spend ten minutes waiting on hold to speak with a support agent; if the question is one that they can resolve by reading an FAQ or watching a brief tutorial video, then they’d prefer to use self-service to solve the problem independently. Incorporating AI-driven self-support helps to free up support agents’ time for those more complex situations that do require a genuine human touch.
Without requiring any engineering effort, Solvvy enables businesses to automate customer support using AI and accurately resolve customer issues expressed in everyday language. To meet customer expectations of immediacy and convenience, Solvvy understands customer conversations and quickly surfaces the most accurate and relevant resolution. Solvvy’s conversational platform powered by AI leverages our universe of customer conversations and learns from every customer interaction to improve performance over time.