How to Choose the Right AI Solution for Seamless Customer Service
In today's fiercely competitive digital commerce landscape, brands strive to create memorable customer experiences that enhance brand loyalty and increase customer lifetime value.
Companies that are doubling down on omnichannel and investing in AI and automation despite tough economic conditions are seeing a 10% increase in market share, according to McKinsey.
To achieve this, establishing personalized and seamless interactions across the customer journey requires strategic investments in technologies like AI chat, generative and conversational AI, virtual assistants, and customer service automation.
In this blog, we will explore a few considerations to help you select the right AI solution for your business.
Define your most urgent customer service channels to tackle
To begin, it's crucial to identify the highest-priority areas in your customer journey that require improvement. By analyzing your customer support experience and identifying pain points, you can effectively uncover which channels are most urgent.
As an example, if high ticket volumes are a problem, and your live agents don’t have enough capacity to resolve them, that may be a sign that your chat channels are the first place to triage.
High ticket volume is where live chat often falls short and is most expensive. This can indicate that AI chat is the right starting point. With AI chat, you can handle routine inquiries on your website 24/7 while also anticipating customer needs with proactive engagement. That way, you ensure customers receive consistent support throughout their journey, enhancing customer satisfaction and increasing customer lifetime value.
Choose an AI platform that’s designed to reach final resolution on customer inquiries
In the realm of customer service platforms, speed and efficiency are often prioritized when it comes to addressing customer inquiries. However, there is a critical aspect that should not be overlooked: reaching a final resolution on support tickets. While many platforms excel at providing prompt responses, they often fail to consider the many ways in which customers seek help and the variety of issues they encounter. Customers may reach out across multiple channels, leading to a dispersed and fragmented experience. Unfortunately, this frequently results in customers being redirected instead of receiving the specific assistance they require.
To truly meet customer needs and enhance satisfaction, customer service platforms must go beyond simply answering initial questions. The goal should be to guide customers toward a final resolution, regardless of the channels they use or the complexity of their issues.
Customer service platforms that leverage top-tier technologies such as AI chat and virtual assistants are much better equipped to meet this need. These intelligent tools can understand customer inquiries, interpret their intent, and offer relevant solutions. By leveraging AI and automation, platforms can efficiently address routine customer issues, freeing up agents' time to focus on more complex or specialized inquiries. This combination of automation and human support creates a seamless and efficient support experience.
Drive better outcomes for your unique needs with vertical AI
Vertical, or industry-specific, AI solutions play a crucial role in driving outcomes. These tools bring a targeted focus, offering real-time insights and pre-built automation tailored to niche areas.
The AI models powering these solutions are trained on vast amounts of data from the target industry, allowing them to accurately understand and interpret industry-specific language, patterns, and customer behavior. For example, a customer service automation platform designed for digital commerce and retail is pre-trained on common customer questions, order issues, shopping preferences, and more. This results in higher accuracy and more relevant outputs compared to generic, or horizontal, AI tools.
By harnessing this industry-specific knowledge, businesses can leverage AI capabilities that align closely with their operations, processes, and customer requirements. With vertical AI, you can overcome industry-specific challenges and make progress much faster. Harnessing the power of industry-specific AI enables businesses to deliver better outcomes, drive focused results, and enhance their overall performance.
Selecting the right AI solution is vital for digital commerce brands looking to deliver exceptional customer experiences, drive customer loyalty, and increase customer lifetime value. By implementing these three key strategies, your business can benefit from improved customer retention, increased brand loyalty, and enhanced customer satisfaction.
Ready to dive deeper? Join us for our upcoming webinar on Thursday, August 3, where Trevor Imani, Global Head of Sales at Linc, will be sharing more on the key strategies to select the AI platform that can best transform your support experience.
Linc automates conversations and key business processes with AI, enabling customers to get the consultative help they need across channels from first touch all the way to resolution—all so that you never face churn at the hands of a poor customer service experience again.
Unlike other technologies that require time-intensive configurations and stop at chat, Linc's solution is pre-built to resolve specific digital commerce issues and offers consultative selling, enriched conversations via LincGPT, real-time order tracking, holistic order support, and more to foster customer loyalty. Linc is trusted by leading brands such as Carter’s, TUMI, Pampered Chef, Farmacy Beauty, and more.
Learn more about Linc by visiting www.linc.cx.