B2B Customer Support | 4 min read | Published September 21, 2020

Part 1: How Artificial Intelligence Is Affecting the B2B Customer Support Sector

The B2B customer support industry has been among the most impacted by AI...in a good way!

We’re lucky to be living in an age where technology is constantly evolving. Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind.

Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry. So, it’s no surprise to see that the B2B customer support industry has been among the most impacted.

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 damaging 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 this two-part blog series we introduce four ways AI is impacting the B2B customer support sector.


1. Quicker & Accurate Responses

Around 80% of clients believe that chatbots offer much help when it comes to making better buying decisions as compared to humans. Today, customers interact with companies across devices, hence personalized touch points are required to assist customers in their decision journey.

AI-powered assistants respond to customer queries and issues instantly, gather in-depth information about the service or product, and advise buyers to make better decisions. This way the company’s support team has enough time to focus on major tasks.

The use of automation also boosts the resolution process as it identifies and delivers solutions on time. In situations where human interaction is required, it can connect the customers to a human agent. Additionally, these AI-powered tools can learn from common issues and offer accurate solutions for a specific issue.


2. Personalized Customer Experience

AI is also proving to be of incredible use in terms of a highly-personalized customer experience.  While this may seem contradictory, artificial intelligence can play a key part in helping clients find relevant information more efficiently. This is also why it is extensively used in email marketing campaigns.

AI helps in analyzing user data and recommends services or products to customers depending on their buying/browsing preferences. It can also analyze massive data sets, gathering information like the location and weather, and suggest appropriate content to clients.

Creating customer personas enables companies to focus on independent purchasing patterns, thereby understanding their customers better. This allows them to deliver relevant information to clients through the right platform and at the most appropriate time. All these prove how big of an impact AI has in the B2B customer service sector.

AI has also 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. This leads us to the third area of impact, Assisting Customer Support Specialists. More on this along with the fourth and fifth key points in Part 2.


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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