How AI is transforming the Customer Service
CRM has already become the biggest software market in the world, and is showing no signs of slowing.
By 2025, revenues are expected to exceed $80 billion and it’s easy to see why. CRM provides a huge range of benefits, allowing companies to access customer data in real time and streamline internal processes, while also providing that all-important highly personalised experience today’s customer expects.
Even with all these capabilities, it’s clear we’re only at the tip of the iceberg when it comes to AI’s potential for CRM. At redk, we understand the importance of optimising every aspect of your CRM to boost its performance and drive steady growth into the long term. Read on to discover how AI can help you get that extra edge on the competition.
2018 was touted as the year of the chatbot, and for good reason. Chatbots are an excellent tool that provide a multitude of benefits across all business operations. Two of the most obvious advantages of chatbots are their ability to free up sales agents and empower the customer to find answers to queries on their own. In addition, chatbots are able to collect a huge amount of data from a variety of sources. This data is used as a reference to interact with users, and provides an invaluable source of information to be analysed and activated.
One of AI’s defining features is its ability to self-improve over time, and the importance of this should not be underestimated. As the bots continuously process data, they become increasingly personalised.
Also Virtual assistants are productivity-boosting godsends, helping employees maximise their time and cut down on repetitive tasks. For example, virtual assistants can generate automatic customer responses, draft standard emails, streamline data-capture activities and automatically engage in lead follow-ups.
This kind of automation helps forecast sales and organise call lists. Once more, the accumulation of data is essential to driving virtual assistants to continually improve. Thanks to their access to the information database, they allow sales teams to build even closer relationships with customers, meaning they can decide the correct course of action at any given moment.
Thanks to intelligent algorithms, your audience can be divided into different groups, according to their gender, location, purchase history and web behaviour, alongside other characteristics. This means that AI-assisted CRM will be able to learn from a customer’s profile and qualify leads accordingly, making decisions based on historical patterns.
The benefits of this come back to personalisation—the overarching genius of AI-powered software which are capable of making suggestions to all sales agents. This leads to smarter individual reactions, as well as coaching the whole team towards achieving better results in any given situation. Incredibly, this can extend to voice calls, where a customer’s tone of voice or use of a specific word can be identified as they speak. Not only does this information help sales agents in that specific moment, it also allows for more tailored and productive follow-ups, helping build more effective and successful customer relationships.
However, this also raises the crucial point of proper implementation. If AI-powered CRM software isn’t applied properly, it could lead to negative consequences further down the line due to lost data or disparate systems, among a range of other reasons. So you have to set up the right strategy first to get to a sustainable CRM Transformation and get it right!