Thought Leadership
The technical possibilities of support are developing rapidly – as are customer expectations. To ensure consistent or even higher satisfaction, the customer experience (CX) must also continuously improve in parallel with technical developments.
After all, it is the linchpin for business success.
According to the KPMG Customer Experience Excellence Study 2023, customers expect a personalized approach. Even the Net Promoter Score and customer loyalty are influenced to a large extent by personalized service. According to PwC ‘s research, the loyalty of 60 per cent of respondents already decreases if they do not receive personalized service.
GoTo explains what is important for personalized customer service in order to work more efficiently and optimize the CX. In this way, customers can be satisfied and retained in the long term. The use of artificial intelligence (AI) plays a valuable role in this.
1. Efficient agent assignment
When calling customer support, a quick response is the be-all and end-all. It is important to assess how urgent the problem is and which employee can best help. With AI, standard queries such as delivery status, returns or bookings can be carried out directly. This is why in most cases bot queries are placed before contact with a human employee. This means that the problem can already be assigned to the right department in order to optimize ticket processing and forwarding of incoming calls. In this way, the company ensures that callers are forwarded quickly and efficiently to the right department.
2. Use experience from historical customer interactions
Data exchange with the CRM (Customer Relationship Management) system is a useful addition. It contains information on customer interaction such as the frequency or duration of calls and call logs. This integration provides companies with deeper insights into each customer journey, allowing them to better customize customer experiences. This also strengthens customer relationships. Detailed call recordings and transcripts with segmented audio recordings also provide information about the customer’s previous problems and solutions.
During a support agent’s personal conversation with a customer, the AI can assist them by searching for similar problems in the knowledge database and providing suggestions in real time. This significantly reduces the processing time of a ticket and increases customer satisfaction.
3. AI-supported evaluation of customer satisfaction
In addition, AI can evaluate the customer’s script and tone of voice afterwards in order to record the customer’s mood. A summary of the session and analysis of customer satisfaction help to improve your own support work. By continuously analyzing customer interactions, support agents develop a deeper understanding of their needs. This enables them to tailor their advice to each individual customer and thus continuously improve the quality of service.
Efficient, AI-powered support for a personalized customer experience
By accessing information about the caller in real time, support staff are able to make quick and informed decisions. This is crucial for personalized customer experiences and efficient processing. AI therefore offers great potential to support employees in IT and customer support. With its help, user problems can be quickly understood and dealt with in an agile manner. The future of support therefore lies in the deliberate use of AI in the contact center in order to evaluate historical customer data in real time, provide support agents with appropriate assistance during conversations and thereby improve the CX.
(pd/GoTo)
