Customer Service Challenges and How to Solve Them with Conversational AI-Powered Support

For those who handle a contact heart, you see buyer frustrations each single day.Day in, day trip, you are within the thick of it – fixing issues, lending an ear, making issues proper. From all this hustle and bustle, one obtrusive fact emerges: clients completely detest having to repeat their issues again and again. It is like being caught in an exasperating, endless loop, and it tops the chart as the primary customer support frustration by 79% of consumers¹.

Diffusing tensions whereas attempting to resolve points can really feel like an unattainable process with already annoyed clients. In our second episode of the ‘Buyer Expertise Optimization’ collection, we are going to discover a number of the greatest customer support challenges and find out how to resolve them with conversational AI from our newest Buyer Expertise (CX) Benchmark report. 

Haven’t learn the primary weblog within the collection? Try our first installment – What Your Clients Actually Need Based mostly on Shopper Analysis. 

“I’m so bored with having to repeat myself many times.”

Does this sound acquainted? Nobody likes to always repeat themselves, besides maybe your neighbor who cannot cease bragging about their new automotive. Nonetheless, buyer assist methods appear to have missed the memo.

Acknowledged because the “greatest customer support frustration” by survey respondents of the CX Benchmark Report, this frustration is constant throughout all industries, genders, and generations. Why does this trouble individuals a lot? It makes them really feel like their time isn’t being valued by the corporate and may occur when a switch happens from one agent to a different or from a digital assistant (like fundamental chatbots) to a dwell agent.

On prime of that, most legacy methods aren’t in a position to seamlessly move off data throughout an interplay, one other challenge that forces clients to need to restate their downside. 

How do you cut back clients having to repeat themselves?

In accordance with Shep Hyken, world-renowned keynote speaker in customer support, “If time is cash, and it’s, then that wasted time over a lot of calls, can add as much as a giant quantity” How a lot loss does that ‘large quantity’ add as much as? Assume $75 billion in misplaced enterprise as a result of poor customer support. So cease losing each your cash and your buyer’s time.

That is typically simpler stated than finished… until you think about AI-powered customer support options. It’s essential for customer support facilities to have an clever digital assistant (IVA) that may present a seamless expertise throughout channels and guarantee a clean handover, which is necessary to 80% of shoppers, throughout a switch is paramount to customer support facilities.¹

This sort of conversational AI know-how is game-changing in your brokers on the entrance line too. When a name must be handed on, customer support reps can have all of the important information they want proper at their fingertips. And hey, that is fairly essential for 72% of shoppers on the market.

The newest CX Benchmark Report is right here! Wish to skip forward and dive into the report? Learn the Report  

Clients don’t need to play the ready recreation

Between hustling to work, juggling households and errands, and dealing with all the pieces else,  your clients just about by no means have the spare time or persistence to attend on maintain. On prime of all of this, we discovered that totally two-thirds of shoppers put prime significance on pace in relation to a profitable customer support interplay¹.

Why is that? On common, American shoppers spend 13 hours per 12 months ready on maintain with an estimated financial value of $38 billion. If we break that down, that’s over one hour of time and roughly $3.2 billion a month. That’s a number of money and time. 

What are another causes to keep away from placing a buyer on maintain? Not solely is there a powerful likelihood that the shopper will merely dangle up, it might probably additionally sign that there are operational inefficiencies and decrease the shopper’s belief within the data they obtain. That creates a significant assist challenge as accuracy and belief are within the prime 5 most necessary standards of a profitable customer support interplay, in accordance with client feedback¹. 

How will you cut back buyer maintain and wait occasions?

In a super world, one of the best resolution is to eradicate maintain occasions all collectively. In case you have a excessive name quantity and are often having to position callers on maintain, it could be time to think about conversational AI-powered digital help.

Clients crave experiences that permit them resolve their points swiftly and easily. That is the place Clever Digital Assistants (IVAs) are available in. With 24/7 help, reductions in wait occasions in lower than 30 days, and improved pace and effectivity within the assist course of, it’s no surprise that they’re gaining recognition.

Shoppers need greater than single-mode communication

Have you ever ever began a dialog with somebody over textual content, then shared a video with them on Fb, earlier than calling them to complete the dialog? On this one occasion, that’s three separate channels of communication with the identical individual – individuals do that all day lengthy throughout many voice and digital channels. 

I do know what you’re questioning – how may anybody sustain with all of that? 

In at the moment’s fashionable digital age, clients need to be engaged on the channel of their alternative whereas having context preserved throughout interactions, seamlessly. By masking extra channels like social media, internet, textual content, and voice, clients will really feel extra uniquely linked and expertise larger flexibility. Plus, it additionally lowers excessive name volumes.

How will you talk with clients on their most well-liked channels?

Think about cutting-edge automated assistant know-how that may flip between a cellphone name, textual content, or chat as clean as butter, by no means lacking a step. And guess what? A strong 69% of shoppers say they’d bounce on the bandwagon and switch into big followers.¹ 

Incorporating this sort of omnichannel engagement ensures that you just’re delivering frictionless, valued conversations and nice outcomes every time and wherever you have interaction with clients and prospects. Plus, three-fourths of CX Benchmark Report respondents put significance on a seamless channel-to-channel switch, making this resolution a no brainer.

“I have to get to a dwell agent now!”

Generally, all you need to do is converse to a dwell agent – it’s part of human nature to need to converse to an actual individual. And let’s be actual, while you simply want to talk with an precise individual, it may be irritating if the system simply will not put you thru.

For these conditions, what actually issues once we’re coping with automated customer support is realizing we are able to get by to an actual individual when the going will get robust.

Does that imply all clients need to converse to dwell brokers, on a regular basis? No. Actually, 66% of individuals would like getting an order standing in 30 seconds from an automatic assistant relatively than having to attend 3 minutes or extra for a dwell agent.¹ Hubspot had an identical discovering with 40% of internet customers not caring in the event that they have been served by a bot or a human agent so long as they get the shopper assist providers they wanted.

How do you make sure that chatbot-live agent switch works on a regular basis?

The answer isn’t to keep away from utilizing know-how altogether however to ensure that your automated assistant know-how is sensible sufficient to deal with actual buyer issues. This implies utilizing AI-powered customer support that intelligently determines when to switch to a dwell agent is essential. 

For shoppers, the hole between what they anticipate from clever digital assistants and dwell agent assist is barely 7%, with a whopping 70% anticipating prime efficiency from clever digital assistants.¹ So, having an clever, conversational AI-powered digital assistant that may change you to an actual individual when wanted is essential to an important buyer expertise.

Working collectively, clever digital assistants are in a position to empower brokers whereas minimizing lengthy wait occasions and maximizing buyer satisfaction. This hand-in-hand relationship makes for extremely personalised, environment friendly customer support interactions that exceed buyer expectations. 

Utilizing AI-Powered Help for Distinctive Buyer Experiences

Optimizing buyer experiences begins with addressing buyer frustrations and understanding buyer expectations. This lets you develop a proactive method to buyer expertise can assist your crew in tackling complicated buyer points extra successfully and develop an enduring plan for dealing with any challenges that may come up afterward.

Utilizing instruments just like the 2023 Buyer Expertise Benchmark Report permits companies can use the insights from this report back to drive superior buyer experiences and increase loyalty. This additionally helps companies differentiate themselves from opponents and create a powerful model fame.

¹Kore.ai. (2023). Buyer Expertise (CX) Benchmark Report. Unlock Distinctive Buyer Experiences with AI. https://information.kore.ai/cx-benchmark-report-2023

Able to slender the expertise hole with AI-native Automation?

Your journey into Buyer Expertise insights does not finish right here. Take a deeper dive into the information and insights inside our Buyer Expertise Benchmark Report 2023.

Wish to bounce into the ultimate a part of the Buyer Expertise Optimization weblog collection? Subsequent time, we are going to dive into…Upcoming Weblog: Why AI In Buyer Service Is Necessary Throughout IndustriesKeep forward of the sport! Within the last installment of the Buyer Expertise Optimization weblog collection, we dive into the goldmine of trade insights from our newest CX Benchmark Report. This report exhibits how buyer likes and worries differ based mostly on the trade they work together with. Keep tuned! We are going to talk about the methods firms can modify their tech methods to match the ever-changing calls for of their clients.