Use Real Emotion with Artificial Intelligence for Positive Customer Experiences - Deepstash
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Use Real Emotion with Artificial Intelligence for Positive Customer Experiences

Customer service, and in particular automation, has earned such a loathsome reputation. This is why customer service, and in particular automation, has earned such a loathsome reputation. What if we could create automation that was intelligent enough to give us the answers we need. This is the future I see as Imminently possible, at least if we use automation intelligently to create more positive, relevant, and enjoyable user experiences. If we use automation intelligently to create more positive, relevant,

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Forget bots for a moment — let’s talk about people

A study found that if your customer service interaction produces positive emotions, you have the power to generate positive decisions. If your customer service interaction produces positive emotions, you have the power to generate positive decisions. Don’t add to the customer’s pain by forcing them to make a decision. Don’t force them to make a decision based on a logical or emotional response to a given problem or situation.

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Automation done wrong (the status quo)

Too often, customers are passed from person to person, waiting on Helplines between each representative, giving the same information to people over and over. All of this is how customer service has earned its bad reputation.

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Automation done right

Automation is at its best when it works to efficiently connect people to people, responding in context and even creating some context along the way.

Ideally, automation would collect pertinent information and pass it to the person best qualified to handle the issue — so the customer doesn’t have to repeat themselves five times. It might even recognize the customer and deliver even more information to the agent, creating some context and paving the way for a more proactive approach to service.

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Pit Crew Style

Freshdesk proposes a customer support model that uses real people and automation to act like a "pit crew" instead of pinging from person to person, the customer has automated answers to choose from. Additional context allows the agent to personalize the interaction and find opportunities to help the customer even more. By the end of this customer service experience, that customer will feel even closer to reaching their desired outcome.

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In-App Customer Support — More Immediate, More Relevant, More Appreciated

A Freshdesk customer reported a 60% reduction in call volumes from their App users. A Proactive approach to customer support is a lot closer to customer success. But really, isn't the best customer support the kind that leads to success? If you’re using this technology for success or support or both, the key is to understand what your users are doing and what actions typically are associated with confusion, problems, and successes.

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What All of This Has to do with Growth

A moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. Lifetime value (LTV) is the value a business derives over time from a single customer. Churn rate is how many customers you lose in a given period of time. If you can show a correlation between customer support and retention, that data can prove the worth of your program. If you can get data on product cost,

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Food for Thought

Your Cheat Sheet for Effective Automation and Impressive Service

  • Every problem is emotional
  • Decisions are also emotional
  • If your customer service interaction produces positive emotions, you have the power to generate positive decisions
  • Every customer service interaction is an opportunity to increase lifetime value, customer loyalty, referrals, upsells, cross-sells, and growth
  • Reducing pain points will make customers more likely to become repeat purchasers
  • Reduce the amount of time it takes a customer to get the right answer. Use automated information and access to qualified support agents.

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Automation In Customer Service

Automation is the way forward for growing companies to scale personalized service, deliver answers faster, and eliminate the most pervasive pain points associated with asking a question. But the goal of automation is much smaller, much more personal than that.

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CURATED BY

davidga

Historic buildings inspector/conservation officer

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