The 3 Main Ideas Behind AI in B2B Customer Support
The customer support industry has been forever changed by the advancement of tools that utilize artificial intelligence. This technology allows support teams to provide better customer experience, thus improving client retention and maximizing profits. Taking advantage of AI is especially important for B2B organizations whose client base relies on constant product support. If these companies aren’t on the cutting edge of support technology, they could quickly be overtaken by their competition.
However, a B2B can’t simply integrate AI-powered tools and assume their operation will improve. It’s important to make sure you get the most out of AI. This means knowing what this technology can do and how your client base can benefit from it. To help you out, we’re going over three main ideas behind successful AI in the B2B support industry.
Provide a Personalized Customer Experience
It’s no longer good enough to provide generic customer support. People expect a unique experience. If they don’t get it, they may not feel like you take their business seriously. This is where artificial intelligence shines. These tools are able to track client behavior and help you provide a personalized experience. This could involve sending proactive support emails geared toward product features you know a client uses. AI-powered chatbots can also access client information in real-time to provide a more personalized interaction. They can even deliver helpful links to your knowledge base that will allow clients to find answers to their questions on their own.
Get Client Insights in Real-Time
Tracking customer metrics is crucial if you want to provide a customer experience that stands up to your competition. However, the process of manually gathering and reading data analytics is extremely difficult and time-consuming. Fortunately, artificial intelligence specializes in providing client insights in real-time so you and your agents can consistently improve the quality of support you provide. With access to client trends, you can more accurately predict what type of support each customer prefers. You can also start providing proactive support that targets potential problems before they occur. Finally, by taking advantage of client insights, your marketing team can build campaigns based more on hard data than on guesswork.
Harness the Power of the Chatbot
Many people still think of the chatbot as a one-dimensional robotic conversation that often leads to a dead-end. However, AI has changed all that. Chatbots are now able to provide a wide range of services. For example, when a customer begins an interaction with an AI-powered chatbot, they can receive links to relevant product information that will help them solve their issue. A chatbot can also route interactions to the appropriate department if a live person needs to intervene. Finally, chatbots now have the ability to interact with clients on a more personal level. This is why they’re growing in popularity. It’s also why many B2B organizations are able to provide 24/7 service to their clients.
Bring Artificial Intelligence Into Your Support Department
Don’t let yourself be caught off-guard by the rise of AI-powered support tools. Integrate them into your operation now so you don’t get left in the dust.
PhaseWare can help by providing B2B customer support software that utilizes AI. Contact us to learn more.