Artificial intelligence is a true game-changer, and no matter what industry you’re in, it’s essential to keep pace with it.
This advanced and growing technology has the potential to boost the productivity of your business and help you take your customer experience to the next level – 38% of consumers name AI as an important factor in improving customer service.
Moreover, 61% out of 6,000 respondents in a recent survey have said they believe AI will make the world a better place.
Here are a couple of ideas on how to be a part of this positive statistic.
1. Leverage Chatbots
If you’re still not sure how these smart algorithms can do wonders for your overall customer support strategy, here’s a stat that’s a sobering wake-up call: 75% of online customers expect help within 5 minutes.
And that can be an impossible mission if we bear in mind that your every support rep can deal with one customer at a time, not to mention that not every customer comes from your time zone, meaning that some of them will need help at midnight or even later.
However, unlike your human support agents who can’t be available 24/7/365, chatbots can and they’re always at your customers’ disposal no matter when they reach out.
We don’t need to crunch numbers in detail to conclude how cost-effective this solution is. But more importantly, given that people really hate it when they’re put on hold and when their questions and issues aren’t addressed immediately, it’s clear what chatbots can do for your customer satisfaction.
However, it’s not enough simply to build a simple chatbot just for the sake of it and expect to sweep your customers off their feet.
In order for your chatbot project to be successful, you need to:
- Identify some of the most common questions and issues that your support reps deal with repeatedly and automate the answers;
- Fine-tune and regularly update your chatbot based on your customers’ feedback;
- Collect and analyze your bot’s transcripts and check whether it provides relevant answers and solutions to your customers.
Generally speaking, by incorporating a chatbot in your customer service strategy, you’ll be able to understand how your target audience feels about your products and services, as well as get an aggregate view as DevTeam.Space’s experts claim.
2. Optimize Your Website for Voice Search
You already know that voice search has taken the world by storm, and you’re probably using the benefits of this technology on your smartphone to check something on the internet, call a contact from your phonebook, or even order a pizza.
By 2020, this trend will be huge as 50% of all internet searches will be conducted via voice command.
With the help of natural language processing (NLP) which is one the subsets of AI, you can optimize your website and help your visitors navigate it more easily and even make a purchase simply by using voice commands.
The voice search functionality can be easily added to your website, but what’s equally important is adjusting your content and copy so that you can properly use all the advantages of this technology.
Pay attention to the following:
- Keeping your language conversational
- Making your contact information clear and easily accessible
- Updating your website based on the latest search engine guidelines and requirements.
3. Improve the Product Recommendations Feature
AI isn’t only about building state-of-the-art apps, but also collecting, processing, and analyzing huge data volumes and organizing them into easily-digestible sets of information that businesses can use to improve their products and services.
Not so long ago, it was possible to gather a lot of information on customer behavior, but it was virtually impossible to make sense of it. But with Big Data and AI, you can collect data from different sources, such as social media, website analytics, or customer calls, and unearth some hidden patterns, trends, and associations, and turn them into business possibilities and opportunities.
A customer-recommendation engine is a great way to personalize your interaction with your customers and offer them relevant products and services that they will be interested in. This technology can significantly increase your engagement and sales.
For example, Amazon’s recommendation system is responsible for 35% of the company’s revenue.
By understanding your customers’ purchasing behavior, what their preferences are, as well as what they don’t like, you can offer them the right product at exactly the right time, which will result in a purchase – sending them a notification that their warranty is about to expire or that they need a refill is an excellent example of reliable customer service. In other words, they will never have to worry about forgetting to stock up on, say, their pet food, or any other staples their household needs, and you’ll be able to achieve predictable revenue.
As you can see, implementing AI in your business don’t have to rocket science and it doesn’t necessarily have to come with a hefty price tag. But the results it can bring can help your business thrive.