As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s now much more than just a ticketing system! It’s evolved into a vital supply of customer data and information.
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Sure, the “chat bot” comes to mind immediately, but even that has taken a backseat to larger uses of AI which still involve (and improve upon) the human element.
Customers often seek out service because they have a problem and they want a person to empathize with them and make it right. Even with extremely sophisticated AI, a chat bot won’t be able to relate to a human experience, especially if it’s fueled by an emotional attachment.
So, how is AI changing the customer service industry to enable agents to make these human-to-human moments more impactful? Here are a few ways…
It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes them symbols of how a business performs. Good customer service employees are eager to help; bad ones are eager for the day to be over.
If you’re a customer service manager looking to hire new agents, or if you’re an agent looking to do better at your job, there are certain traits to look for and improve upon. Here, we’re going to break down four of the best customer service traits, so you can optimize your service strategy and improve the overall customer experience.
In a world with an increasing amount of priority being placed on the customer, making the most out of every single interaction matters. Businesses never truly know what conversation will spark an expansion opportunity or referral dialogue, so nailing your customer communication on a frequent basis can separate the “good” from the “great” companies.
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