B2B Customer Support | 4 min read | Published September 23, 2020

Part 2: How Artificial Intelligence Is Affecting the B2B Customer Support Sector

An increasing number of businesses are leveraging AI to enhance their brand and provide a level of support required to stay competitive.

The main focus of B2B companies is to offer unmatched support to their customers. Failing to do so will increase the likeliness of customer churn and also damage their reputation.That’s why an increasing number of businesses are leveraging AI every year to enhance their brand and provide a level of support required to stay competitive.

In Part 1 of this series we introduced the first two of five ways AI is impacting the B2B customer support sector. Here are next three ways.


3. Assisting Customer Support Specialists

The coming of AI has made it a lot easier for customer support specialists to perform their tasks. Today, operators can easily identify issues along with their solutions as advanced AI assistants guide them by pointing out the appropriate steps they need to be taking.

As a B2B customer service company, investing in reliable customer support and ticket management platform is of utmost importance nowadays. Advanced solutions enable more efficient and collaborative interactions among members of the team and between agents and customers. Additionally, artificial intelligence makes it much easier to onboard and learn new systems.


4. Simplified Task Management

Automated chatbots or other AI-powered software that are leveraged for customer service can take on multiple tasks in one go. This has transformed the relationships between brands and customers. Most brands today are exploring ways to integrate AI in their businesses to engage directly with customers.

In cases where human agents handle a large amount of amount of data, artificial intelligence can provide automated responses to clients and also offer them FAQ content and self-help resources. These automated solutions can examine the data, gather more information, analyze data, search for relevant data, respond to repetitive queries, and also perform menial tasks.


5. Streamlined Hiring & Onboarding

This is one of the persistent problems that most customer service organizations deal with. And it doesn’t have a unified solution because the problems faced here are different for every company. Fortunately, companies that integrate AI have it easier.

By using AI-powered customer service software, organizations have an easier time identifying viable candidates. Artificial intelligence also helps companies in guiding new employees about their work within the organization in a more efficient manner, ensuring that they’re trained and up-to-speed as quickly as possible.

In Summary

AI has greatly impacted the B2B customer service sector for the better and there are several reasons to believe that it will continue to do so in the coming years. It helps businesses in offering more engaging customer experience, allowing them to remain competitive. It also eases the lives of customer service professionals. Personalization, automating quick responses, finding solutions, recommending services or products, routing tickets, and more can all be done in an instant by leveraging AI and free human agents to focus on more complex issues.


Emily Johnson


About Emily Johnson

Emily Johnson is a marketing consultant with 10 years of experience in the execution of marketing strategies. Currently, she heads the marketing department at Blue Mail Media, a renowned B2B data solution company based out of Austin, Texas. Connect with her on twitter @emilyjohnson748.

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