The customer experience a business provides its clients has never been more important than it is today. Why? Because technology has raised the bar with regard to customer support standards. People expect a high level of service when they reach out for help. This puts a lot of pressure on B2B organizations that are contractually obligated to provide product support to their clients. Fortunately, artificial intelligence provides many ways to enhance a customer service department. Let’s break down some of the ways AI-powered tools are changing the game for B2B support.
Overhaul the Customer Experience
Good customer support is all about responsiveness and satisfaction. In a B2B support environment, AI-powered tools can help you provide fast, high-quality solutions and decrease client turnover. They do this in a number of ways. First, chatbots that use AI technology allow you to provide your clients with 24/7 support. This is an invaluable resource in the B2B industry where business partnerships often span between time zones. In addition, artificial intelligence can help route client inquiries to the right department if an issue requires the attention of a specific person. This is a much better alternative than transferring a client from agent to agent until the problem gets resolved. These things help improve your customer experience, which results in long-term relationships.
Enhancing the Role of the Live Agent
A common misconception surrounding artificial intelligence is that it’s replacing the need for human workers. While AI can definitely do many things humans can’t, these tools still require live oversight. This is especially true in a support environment. In fact, support teams that use tools like customizable customer support software with AI will actually enhance their support capabilities. Agents will need to learn how to operate AI-powered technology, which is a great skill set to have. In addition, support teams will start collaborating with AI in order to make their jobs easier instead of taking on huge workloads on their own. This dynamic is drastically changing the way B2B support departments operate.
Take Advantage of Predictive Insights
Aside from helping your support perform at a level they never have before, artificial intelligence can provide you with insights into client trends and behaviors. This is invaluable information for support departments, salespeople and executives. The huge advantage here is that you no longer have to sift through data reports and interpret metrics on your own. AI does all the work for you. You can get information regarding support preferences, issue resolution and product inquiries a client has made in the past. This information can help you scale your support department, create new marketing initiatives and inform your client base regarding potential issues before they happen. All of this will ensure client satisfaction and promote business growth.
Add AI-Powered Tools to Your B2B Support
Artificial intelligence has the power to make your B2B support department stronger than it’s ever been before. These tools can mean the difference between owning the competition or getting buried.
Let PhaseWare implement software for B2B customer support into your current infrastructure. Contact us today to get started.