In the rapidly-evolving realm of customer success, the advent of digitalization has brought about significant changes. While it has undoubtedly streamlined processes and opened up new avenues for growth, it has also ushered in a unique challenge—how can we know what our customers are saying, or what they’re feeling, if we never actually speak to them?
Customers are increasingly engaging with bots, writing on social media and communicating with companies across multiple channels, sometimes simultaneously. Increasingly, human interaction is replaced by automated conversations. This leaves businesses in a quandary—bots allow easy management of a large, low-touch customer base, but how can you understand customer sentiment and identify opportunities in this landscape? This question is even harder for companies that are growing rapidly, and where each CS agent manages a large number of low-value accounts. At scale, knowing each client personally is impossible. Tracking their individual needs, even more so.
Thus, the digitalization of customer success presents a twofold challenge. First, there's a need to decipher the meaning behind customer interactions with bots or across multiple communication channels. These conversations are often brief, rarely monitored by a human, and sometimes siloed into different teams. Second, there's the risk of overlooking opportunities for engagement and upsell, or the need for damage control, that may not be apparent in these automated exchanges.
How do we bridge this gap and ensure that we are not left in the dark about the true sentiments of our customers?
Using AI to Know When the Human Touch Is Needed
The answer lies in a strategic approach to AI integration. AI is not solely a replacement for human interaction. It should be viewed as a powerful tool—an ally that enhances our understanding of customer needs and preferences. Used wisely and tailored to the needs of each individual company, it can help CX reps know exactly which customers to reach out to, when and with what offer. Who is unhappy? Who presents a potential for upsell? AI can help us find these important customers.
An AI-based tool like LoudNClear is essential for companies that want to scale, particularly in SaaS. LNC combines contextualized, company-tailored insights within the company’s CRM, based on conversations across multiple channels. Our AI can examine content, tone and context to gain highly accurate insight about customer sentiment and priorities. The tool automatically prioritizes tasks and flags the most urgent issues to relevant team members.
This is killer for sales. CS agents transform from support agents to powerful and effective sales agents. Armed with knowledge about which customers are ripe for cross sell and upsell, they can master internal sales and maximize the revenue from the existing customer base. In a tough economic climate, this is essential.
AI Is a Game Changer for CX
In fact, while much of Customer Support has become digitized, the role and significance of CX departments are only growing. No longer a siloed part of the company, their work affects all teams. Support reps can use the knowledge they gain from an AI-driven tool like LoudNClear to share insight about product strengths, feature requests, dev issues and more. In fact, LoudNClear, can automate the workflows, loop in relevant players and ensure that important knowledge is accessible to everyone who needs it. In that way, it’s essential to cross-team communication and efficiency. Read more about how LoudNClear helps break down workplace silos.
In the current uncertain economy, every piece of low-hanging fruit must be snatched up. CX teams can use AI to know exactly how to capitalize on good opportunities and prevent missed ones. The importance of robust customer support cannot be overstated—it's a lifeline for survival. As businesses strive to navigate the complexities of today's market, leveraging AI-driven insights becomes a pivotal strategy, especially when scalability is on the horizon.
Wondering if AI can help super-charge your CX team?
The better your teams understand your customers,
the more quickly your business will grow.