How AI is Changing the Customer Service Industry

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…

6 Ways to Use B2B Customer Success Solutions to Crush the Competition

Competing in the business world can create excitement. Winning a hard-fought deal over a top rival can be a huge morale boost and lead to new opportunities for your company that weren’t possible before. But, what happens when a competitor comes for one of your key accounts? In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B Customer Success and Customer Relationship Management

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult. 

The Value of Ticket Automation in Customer Success

We’ve all seen or heard about a customer success team that’s just “missing something”. Maybe the agents are a little slow to follow up, or they just can’t seem to get your issue requests in the hands of the right person. Mistakes like this happen for even the best teams, but when it’s a recurring issue it’s time to take some action.

Tiered-Support-is-Dead-WPthumb

Free Whitepaper: Tiered Support is Dead

Learn why so many businesses have shifted away from tiered support to a data-driven collaborative customer support model.

Click Here to Download Instantly
Related Posts

How AI is Changing the Customer Service Industry

It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with ...

Read more

Webinar: Developing Your Own Advanced AI Tools for Support With Tableau

We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP). These aren't be your standard, bo...

Read more

4 Traits of the Best Customer Service Employees

It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes the...

Read more

Switch to a Web Based Help Desk Solution in 5 Steps

If you’re new to customer-focused industries, you may look at the title of this post and think “what is a web based help desk solution”? It’s an onlin...

Read more