Measuring and analyzing your customer support team’s performance can be challenging. The quality of an interaction between two people is subjective, and given that customer interactions are ultimately what make up the majority of a support team’s work, standard metrics like costs and returns aren’t often the best way to gauge and improve quality.
Artificial intelligence, or AI, has been a hot topic within the customer support community recently and there are many good reasons for that. By using AI intelligently (no pun intended) support teams can be more efficient and effective, and create a better experience for customers, all without sacrificing quality.
Imagine the benefit your business could achieve if every customer interaction was intelligent? Artificially intelligent? Yes. The era of Artificial Intelligence (AI) has dawned upon us. From personal assistants on our smartphones to bring the keyword at boardroom meetings, AI is now ubiquitous.. But, what makes AI a beeline for personalized customer support?
The internet landscape is changing. Evolution is occurring, much like it does in the animal world. Customers become more active and interested in new areas of the internet and continue to require help. Subsequently, forced by outside influences to adapt, support people also evolve and learn new software in order to better serve their customers. One of these new customer-first skillsets is the ability to use omnichannel software and methodology in order to provide a better experience to customers.
Asking for help should be easy. And fast. Faster than typing out emails. Faster than opening chat windows and typing out the problem. And faster than opening an app and searching for the solution. Can your customers ask for help easily? And how fast can you deliver? Till recently, it was difficult to furnish this instant voice support in a scalable, accessible way. Then voice bots came along.
Live-chat is a stellar way to improve customer service and support success for any business. And increasingly, chatbots are becoming a way to automate vital business interactions with potential leads and customers any time of the day, even when workers aren’t present. Typically, to fill live-chat spots, you will need more manual labor. More employees and increasing overhead.
Digital transformation is more than just optimizing your existing modus operandi with new technology and tools – it’s about creating a sweeping change in the way that you do business. As technology has become omnipresent in consumers’ day to day lives, the way they interact with businesses needs to change to keep up.
When it comes to customer support, there are two different variations that work in conjunction to form a well-functioning support system. They are proactive support and reactive support. Reactive support is undertaken in response to an outside request. When customers fill out a support ticket or send in a question, answering that in a complete manner is reactive support.
Deciding whether or not to use or deploy a chatbot for your brand requires understanding each of the drawbacks and benefits of this new technology. It can be a tough decision to make. There are always new and shiny trends popping up every year in the customer service industry. You might be getting inundated with sales emails from companies promising to reduce your cost of service, increase your customer loyalty and differentiate your customer’s experience.
Time is everything these days. A photocopy shop in NYC has a sign on the counter: “The difficult we do right away; the impossible takes a little longer.” Taking your customer service online, using modern, cloud-based support software, brings the joke to reality: you can now offer customers a level of convenience and speed that is not possible without modern online customer service tools. This is the digital transformation many companies are making.
