It was Bill Gates who said: “Every day we ask ourselves, 'How can we keep this customer happy?' How can we advance innovation by doing this? … because if we don't do it, someone else will.”
Truer words have never been spoken.
But consistently providing excellent customer service is easier said than done. The realities are usually quite different: long waits, generic responses and waste of time. Even the best companies struggle to offer customer services online.
Well not yet.
With Generative ai, you can optimize your customer service and offer personalized solutions based on history. According to BCG, generative ai has the potential to increase overall productivity in customer service. ai-transforms-customer-service” target=”_blank” rel=”noreferrer noopener nofollow”>30% to 50% or more. And 95% of customer service leaders surveyed believe that within the next three years, ai robots will serve their customers.
The ai customer services market, valued at $308 million in 2022, is on track to become a ai-customer-service-statistics/” target=”_blank” rel=”noreferrer noopener nofollow”>$3 billion market by 2032.
What are common customer service challenges?
Customer service is important to retain and satisfy customers. However, many companies face difficulties that can impede their ability to provide excellent support. Knowing these obstacles is key to overcoming them.
Below are some common obstacles they face:
- Processing a large volume of queries: Dealing with an influx of customer inquiries across multiple platforms can leave teams drowning in work.
- Language barriers: Misunderstandings arise when representatives speak different languages than callers, leading to dissatisfaction.
- Meet customer expectations: Today's customers demand fast and efficient services adapted to their needs, otherwise frustrations accumulate on both sides.
- Working with angry or upset clients: Conversing with customers who are already frustrated or angry requires tact, patience, empathy, etc., so this is a problem area for agents at many companies.
- Lack of channel integration: It annoys customers to have to repeat problems due to a lack of connection in a company's communication channels.
- Burnout among customer service representatives: Doing the same things over and over again, coupled with high-pressure situations, leads to burnout and therefore affects the delivery of quality services.
Also read: Leveraging ai to reduce costs for businesses
<h2 class="wp-block-heading" id="h-ai-solutions-for-the-challenges-nbsp”>ai solutions for challenges
If these challenges are addressed, they can revolutionize customer services and therefore greater satisfaction and loyalty. Some of the solutions are the following:
- Sentiment analysis and de-escalation: Gen ai can analyze customer communication, identifying frustration or anger in real time. You can then suggest de-escalation tactics for the representative or even handle predefined initial interactions to calm the customer before handing them off to a human agent.
- Use of translation tools and bilingual staff: To overcome language barriers, you can use generative ai tools like Transifex, Deep, Microsoft Translatorand KantanAI. They come equipped with the ability to translate into hundreds of different languages.
- Embrace Generative ai for Deeper Insights: Companies are now applying generative ai such as those provided by ai-and-customer-centricity” target=”_blank” rel=”noreferrer noopener nofollow”>Glance to know more about your clients. This includes summarizing open-ended survey responses to extract action points to speed up processes and build stronger customer relationships.
- Improving chatbots with ai: Gen ai can act as an intelligent assistant for representatives, suggesting relevant knowledge base articles and product information, or even crafting personalized responses based on the customer's query. This reduces research time and allows humans to address complex problems as they arise.
- Using generative ai for 24-hour support: Generative ai industry highly valued ai-market” target=”_blank” rel=”noreferrer noopener nofollow”>$12 billion allows organizations to provide 24/7 real-time support. These technologies automate ticket routing and resolution, among other tasks, significantly reducing time spent troubleshooting and ensuring support is always available to consumers.
Implementing these solutions can reduce the challenges faced by customer service, thereby increasing satisfaction levels and cultivating customer loyalty.
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Improve your customer services with Analytics Vidhya
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