The customer experience a B2B organization provides has a big impact on their client retention and business reputation. This means support agents must consistently perform at an optimal level to ensure clients remain satisfied when issues pop up. If you have experience in a support environment, you know this is easier said than done. However, artificial intelligence is providing support agents with a number of tools that can help provide fast, high-quality service. One of these tools is automatic answers.
With automatic answer capability in place, a client can receive an immediate response to an inquiry without the involvement of a live agent. AI and machine learning make this possible by tracking the content within a support ticket and automatically providing a relevant knowledge base article. With this type of customer support automation in place, clients no longer have to wait for answers to questions regarding your product or service. This functionality can benefit your support operation in a number of ways. Let’s go over three.
Reduce Agent Workload
Product support serves as the backbone for most B2B companies. This means agents are under a lot of pressure on a daily basis. It also means that when demand for support is high, resolution times increase. This is bad for business. However, if just a quarter of client inquiries can be resolved with automatic answer capability, a lot of stress is taken off a support team. In many instances, automatic answers will help resolve very simple inquiries agents don’t need to spend time addressing. This leaves them available for complex issues that require more dynamic solutions.
Build Client Trust
Your clients need to know they can get the support they need without having to jump through hoops. This means getting answers to simple questions without sitting on hold or waiting for an agent to get back to them. Artificial intelligence helps support teams provide this level of reliability. Each time a client receives a high-quality automatic answer after submitting a ticket, their trust in your support team will grow. Plus, because agents benefit from a lighter workload, they can provide faster resolutions to issues that require live help. This equates to peace of mind for your client base.
Improve Your Customer Experience
Word of mouth travels fast in today’s digital world. A reputation for providing poor support can be detrimental to your business, which is why establishing a strong customer experience is crucial. The best way to ensure all your bases are covered is to take advantage of customer support automation tools like automatic answering. This functionality will prevent inquiries from falling between the cracks. The best part is, once it’s in place, upkeep is minimal. All you’ll need to do is make sure your knowledge base stays up to date.
Enhance Your Support Department with Automatic Answers
In the modern support landscape, relying on artificial intelligence has become the norm. If your agents need additional help to reduce resolution times and keep ticket inquiries under control, automatic answer technology has you covered.
PhaseWare can help improve your operation with customizable customer support software. Contact us today to learn more.