There’s no denying that the technological advancements, thanks to which customers are now interacting and engaging with brands, have significantly increased their expectations. Nowadays, customers demand an almost seamless service. While it might have been difficult for humans alone to achieve that, they have a helping hand – also known as artificial intelligence.
The machines and algorithms of today are so advanced that they can easily pick up the slack and help you and your employees speed up several business processes. Things like a phone answering service in the USA have become commonplace – thanks to these solutions, receptionists working at the front desk can focus on more important tasks, such as ensuring top-notch customer service.
If you want to really wow your customers with your services’ quality, you should seriously consider investing in AI automation tools. Why exactly is that, and which aspects of customer service can they help you with? Well, that’s what we will be taking a closer look at in this article.
Introducing Customer Self-Service
It doesn’t matter if the person needing help is already a client or a potential one – you still need to act fast. However, a customer service representative isn’t always available – sometimes, they might be doing some other equally important tasks. If that’s the case, you need to put the customers on hold, which can have an effect on your conversion and retention rate.
According to the statistics, a customer is willing to wait 11 minutes for someone to attend to them before they hang up the call. However, it doesn’t mean that you have to wait all eleven minutes – quite the contrary. If you want to keep your clients, you should aim for the shortest waiting time possible – something with which AI tools can be very helpful.
Chatbots and virtual assistants are your way to go. They can not only significantly transform your help desk, but also eliminate the waiting time. They are available 24/7, all throughout the year – it doesn’t matter if it’s a public holiday or the middle of the night. They will always be there for your customers.
However, don’t be mistaken – we are not talking about chatbots from the past, that came with a programmed set of phrases. Nowadays, they are so advanced that they easily hold up a conversation. That’s not all. According to an article from 2018, by the end of 2020, people will be more likely to have a conversation with a chatbot than with their significant other.
When it comes to AI-powered chatbots, it is worth mentioning that despite their abilities, they are still machines, which means you will not have to deal with them being tired or in a bad mood.
Combating Abandoned Shopping Carts With Smart Emails
You must have experienced a situation like this at least once. You are browsing through some websites, looking for some new clothes, electronics, or whatever other things you need. You add items to the cart but forget about them because you have somewhere to go and you don’t have the time to finalize the order – until you check your email, as the website you have been looking at sending a subtle reminder that there are still some things left in your cart.
While your case might have been an accident, there are many people who do it on purpose. According to the statistics, only 30% of the products customers put in their carts end up being purchased. There are several reasons as to why people decide against buying the items they have selected, but we’ll leave that for another time.
When using an AI-powered smart email tool, you can create a personalized email that will be sent out to customers who left some items in their cart, reminding them of it. Since it’s important to reach those customers once they leave, these emails are action-triggered. All you need to do is create a template that can be customized for both the initial and follow-up emails, and set up the intervals – the tool will take care of the rest for you.
The Bottom Line
Customer service is a crucial aspect of every business owner. If your potential customers or your current clients have a bad experience with the customer service in your company, you might face some consequences – certain clients might decide to take their business elsewhere, potential customers might get the wrong picture about the way your company treats its clients.
What’s more, sometimes you might not even know that the customer service wasn’t the best – as statistics show, almost 96% of unhappy customers will tell those around them about the negative experience, but will not complain to you about it.
This is one of the reasons why AI automated tools are a must-have. With them, you will not have to worry about your customer service being anything less than perfect, which is something that all businesses should strive towards.