We live in a highly competitive world today. One mistake from a business or brand, especially in offering support to an existing customer, and he/she will switch to a competitor. This is how fierce the competition has become, especially in the case of customer support or running a contact center.
The use of artificial intelligence technologies is becoming indispensable for businesses that want to maintain a competitive edge over others. Businesses are relying heavily on AI technology for automation of work across sales, marketing, customer support, and other verticals.
Talking specifically about customer support, 50% of the customers are no longer bothered whether they are interacting with a human agent or an AI bot. What they want is answers to their queries in the shortest possible time. The use of Al chatbots enables businesses to offer better assistance and support at various touchpoints in a customer journey.
Do you know?
1/3rd of the customers would consider switching a brand or business after a single incidence of poor customer service.
78% of customers back out of making a purchase due to bad customer experience.
39% of customers will avoid a business or brand after having a bad customer experience.
By deploying Al chatbots for customer service, businesses and brands can meet one of the major expectations from customers, i.e., getting 24 × 7 × 365 support. This helps to boost engagement rates and increases customer satisfaction.
The entire perception about a business or brand for a customer is determined by the kind of interaction and support it delivers. For a business, every interaction with a customer is valuable. Each customer experience can leave a long-lasting impression on the mind of a customer.
What can businesses do to check the customer support they are delivering to their customers?
Measure the key performance metrics associated with the customer support efforts. A single metric cannot reveal the overall performance of the contact center. There are a number of metrics or key performance indicators (KPIs) that enable businesses to understand and assess where they stand in terms of their performance for customer support.
Essential customer support KPI metrics that really matter:
If after analyzing all the data, the metrics are still found to be weak, below par, or you see scope for further improvement, it is time for you to opt for AI chatbots.
AI bots have tremendous potential to improve all customer support metrics. Here is how they can do it –
Delivering seamless and responsive customer support:
Instant and faster resolutions:
Better AI chatbot support=Happy contact center agents=Happy Customers:
The use of Al chatbots has completely transformed the way businesses offer support to customers. Chatbots have reduced operational costs as well as improved the efficiencies of contact centers.
For businesses to improve their customer support metrics and cater to customers better, a next-generation AI bot like Cisco chatbot can provide a wide range of benefits.