Automation is growing at an explosive rate and impacting every business sector imaginable. Business owners use this technology in their email marketing campaign, as a diagnostics tool for machines and people, and for resolving customer service issues. These are just a few of the practical uses for AI in customer-oriented businesses.
According to a study from Microsoft, 77 percent of consumers reported using some form of a self-service portal to resolve their complaints. We want to take a look at how technology and business leaders around the world are implementing AI as a means for helping customers when they have a problem.
Reduce Shopping Cart Abandonment
One of the core problems business owners face is making sure that their customers can have a smooth shopping experience. Considering that 34 percent of customers abandon their shopping cart due to no guest checkout option and 26 percent leave because they think the checkout process is too complicated. It only makes sense that business owners would use automation to help resolve this problem.
There are multiple approaches to both of these common problems. If someone is having trouble checking out because the process is complicated, you can trigger an automated chatbot to pop up on their screen and ask if they need help getting through the buying process. This tactic can ease tensions and encourage the customer to complete their order.
Alternatively, if you are having trouble keeping customers happy due to a lack of guest checkout feature, you could trigger your automated chatbot to help the customer set up an account, or guide them through the guest checkout process if they overlooked the option.
Prioritize Customer Service Requests
You in-house or outsourced customer service team and your customers can benefit through automation software. Most companies have a tiered system that they use to prioritize customer issues. For example, a tier-one problem would consist of a fundamental question, like needing to reset their password. A high-tier problem is an issue that requires human intervention, such as finding out that a customer was charged twice for one order, and they are distraught.
You can use automated software a means to resolve tier-one problems and give your human customer service team the time they need to address significant concerns. Business owners are using automation to help customers find information by sending them relevant links to their inquiry. Similarly, most chatbots are capable of being able to have a basic conversation with customers so they can help identify whether or not an issue needs to be escalated to your service staff.
Track Behavior for Bug Fixes and Information Gaps
Automated software is now able to track customer behavior while they are on your website and deliver the analytic results to you instantly. You can use this technology to track prospects behavior on-site and learn if any issues need to be addressed immediately. There’s nothing worse than discovering that your website has a bug that has affected countless users. If you’re carefully monitoring user behavior through your automated software, you …read more
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