AI can be a powerful partner in optimizing customer service.
Matt Dyson, Managing Director of Likewize Support, explains how AI is transforming tech customer service
As our reliance on technology continues to grow, our need for quick and seamless solutions also increases when our technology inevitably goes wrong. We all know that consumer technology is now more complicated than ever, and in a time of rapidly increasing dependency on our devices, it’s crucial to get the most out of these devices while finding a quick fix when our device has a problem.
Modern businesses know that providing transparent customer service leads to customer loyalty as well as a healthier bottom line. In fact, 89% of customers say they’ll buy from a brand again if they had a great experience, according to research by Salesforce.
Customer service should not only be handled through call centers
In the context of customer service, it is assumed that consumers want to speak to a representative immediately, but more often than not, simply providing consumers with the tools to resolve issues on their own may prove to be a better solution.
Let’s face it, many consumers wouldn’t consider themselves ‘tech-savvy’ because they have limited knowledge of what their devices can do and how to fix problems when they arise. The problem is not the technological expertise of consumers, but rather the fact that brands do not provide the necessary information to help them. This leads to millions of avoidable calls to contact centers as well as unnecessary returns and repair requests. These demands are straining call centers around the world, where customers are asked to hold the line as staff try to catch up in the background – something no brand wants to see or prolong.
While various companies have already integrated chatbots and video tutorials into their customer service journey to foster self-service, providing excellent customer service needs to be more deeply integrated and properly equip consumers with better tools to resolve their technical issues. dailies.
Achieve customer satisfaction through proactive education
Through proactive education, customer service will naturally lend itself as a way to create greater consumer satisfaction. By educating your customers about the ever-changing technology devices they own, we can eliminate much of the initial frustration when these annoying little things go wrong. Again, this is about encouraging customers to self-serve, an essential pillar of effective customer support.
Of course, the inevitable unexpected questions from customers can arise and we may not always have ready-made answers, but we can plan ahead and anticipate the most likely questions. The more we can seek to answer some of these questions via AI, the more we can divert time spent on the phone. A win-win situation for companies and their customers — saving time, energy and money.
Extensive AI-powered knowledge base helps resolve 80% of queries
We offer advanced solutions, such as our AI knowledge base that aims to answer customer questions in seconds, either by contact center agents or through online self-service platforms. On top of that, our troubleshooting app runs over 189 tests in just under four minutes to really determine if the problem even exists (in many cases it doesn’t). Through this service, we have found that consumers can solve over 80% of their problems themselves if they have access to our high-quality AI-powered knowledge base. On top of that, 75% of customers who say their device is damaged and needs repair are often wrong and their issue can be easily resolved without the need for a technician.
We also use AI to process natural language in relation to all customer queries. The scale of questions customers are asking is enormous and by using AI, brands can better understand customer needs and future intentions. In turn, this information helps make diagnostics and our knowledge base more efficient, as we can cover a wider range of topics and identify issues earlier in the process.
AI in customer service helps improve customer satisfaction
Innovative technology solutions like AI save customers time, money and effort by helping them solve their problems in the moment. We reduced customer contact for select customers by 90% and improved customer satisfaction by 107% in the first six weeks (C Sat). This simultaneously lowers the cost of service to the business, including allowing customer service teams to focus on more complex needs and providing customers with the ability to self-execute as much as possible.
Linking this to the issue of growing call center staff shortages coupled with rising costs for businesses; Call center repairs, returns and customer service costs can be easily avoided if companies invest in newer and smarter technologies to help manage end-to-end device support.
While technology can be the enabler, at the very heart of implementing such solutions is a customer experience philosophy that we know drives success. Let’s not forget that AI can be a powerful partner in technology education and preservation.
Written by Matt Dyson, Managing Director of Similar support