You don’t need us to remind you how important it is to improve your customer service online for your customers’ experience. A great experience not only leads to repeat business, it can also introduce you to referrals. Additionally, a bad customer experience can lead to lost revenue. And in today’s highly social landscape: a PR nightmare.
Fortunately, there are AI tools that can help streamline the process. You can use these tools to help you improve your customer service experience. In this article, we’ll talk about these AI tools for customer service and the current trends in using them. We’ll also cover one important element: staying human despite using AI tools in customer service.
The Importance of Providing Good Customer Service Online
Image Credit: Optinmonster
Customer service has become the new norm in the business world, with a focus on providing a seamless online customer experience. Customers have shown a preference for quick and easy online transactions, with 72% of women and 68% of men favouring this option.
This trend is set to continue, with experts believing that eCommerce stores will grow in number between 12 and 24 million throughout the world. Businesses must adapt to this changing consumer behaviour by utilising customer service online tools that provide immediate assistance and align with customers’ expectations.
But as your business grows, so will your customer’s demands for fast communication and assistance. With 72% of consumers saying they will stay loyal to companies that offer fast service, a problem arises in ensuring speed and quality. This is where the use of AI tools comes into play.
Why Should You Use AI in Customer Service?
Nowadays, business owners employ AI tools to help their human agents in fields like customer service. While the human agent assists the customer, these bots can be used to help the agent look for better solutions. According to the latest AI stats, as many as 300 million full-time jobs around the world could be automated through generative AI. By implementing such tools, companies can get the following benefits:
Handle large amounts of data
Unlike humans, AI can quickly analyse huge chunks of customer data to look for information that can easily be mislooked or take days for the human eye to find. This allows businesses to extract information from siloed customer touchpoints and even process this data into actionable insights that can help determine trends.
Offer personalised experience
Another perk that AI tools offer in customer service is that they can personalise the experience. This is done by collating the previous interactions of the customer and the business. This information can then be used for targeted marketing and creating hyper-personalised offers that make the customer feel valued.
Reduce handling times
Have you ever experienced a long wait time when calling customer service for your bank or wireless provider? Fortunately, these industries now make use of AI tools to help them streamline customer interactions and improve their average handling time (AHT).
These tools provide immediate responses and course the customers through the correct avenues when they require assistance. They also provide assistance in significantly reducing user verification time with the use of voice biometrics tools.
Track and improve support quality
Compared to manual customer service, AI tools can easily be tracked for performance. Using AI-powered dashboards, customer service metrics can easily be monitored and extracted for a detailed report. This way, the company can continuously improve its service.
Because of the perks that AI tools provide, 83% of decision-makers believe that investment in this will continue to increase every year. Only 6% say they have no intentions to use these tools in their business.
5 Current Trends in Customer Service
Customer service has come a long way since its start in the 1760s. But lately, there has been a debate on whether AI will take over our jobs. In the customer service industry, we’ve already started to see simple tasks getting automated. While this has posed a threat to those in customer service jobs, these tools are not meant to replace humans. Instead, AI tools are meant to collaborate with humans when taking care of customer service online.
It’s important to know that 40% of customers still prefer to be assisted by a human. Moreover, 86% believe that speaking to a human agent is crucial. These numbers prove that AI will not be taking over customer service jobs. Instead, they are there to help boost efficiency and quickly respond to the concerns of customers.
With the prevalence of AI tools, we can begin the see the future of AI in customer service through these current trends:
1. Chatbots
Image Credit: AIMultipleResearch
One of the most revolutionary tools in the world of customer service online is AI-powered chatbots. These chatbots provide immediate support for common customer queries, freeing up customer service online staff to attend to more complex issues.
For example, Tidio’s Lyro can respond to frequently asked questions with conversational language, thereby enhancing customer interactions. This immediate response is not limited to office hours.
Platforms like Intercom’s chatbot operate around the clock, delivering constant, immediate responses and improving customer satisfaction through real-time problem-solving. The value of a customer’s time is not lost on these tools. They understand that fast replies across email, social media, and chat channels influence both satisfaction and conversion rates.
Here is a comparison of the top customer service chatbot tools:
| Chatbot | Key Features | Pricing | AI Capability |
| Intercom |
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| Zendesk |
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| Freshdesk |
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| Tidio |
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| Dashly |
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| Drift |
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Chatbots are not only beneficial for enhancing customer satisfaction but also contribute to increasing the efficiency of the customer service online team. By handling routine queries, chatbots allow customer service staff to focus on complex issues that require a personalised approach. This not only leads to increased customer satisfaction but also improves the efficiency of the customer support team.
2. Live-Chat
While chatbots are excellent for handling routine queries, there are instances where a human touch is required. That’s where live chat platforms come in. Platforms like LiveChat offer 24/7 functionality, ensuring that customers can receive instant support at any time. This 24/7 availability is crucial for improving customer satisfaction and sales conversion rates.
| Tool | Key Features | Pricing | Best For |
| Crisp |
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| HubSpot |
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| Intercom |
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| JivoChat |
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| Zoho Desk |
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But live chat platforms offer more than just instant support. They also create a personal connection with customers. Agents can use emojis, exclamation points, or gifs appropriately during live chat conversations to convey warmth and create a more personal connection with customers online.
This personal connection combined with immediate support results in improved customer satisfaction and an elevated customer experience.
3. Hyper-Personalisation
Image Credit: Deloitte
Hyper-personalisation is taking over personalisation tools in the customer service field. As Deloitte says: “We live in an era of connection and the consumer marketplace is no exception. Businesses are expected to not just meet the needs of customers, but anticipate and exceed them.”
Companies that invest in AI tools for hyper-personalisation make use of AI to deepen their customer engagement.
Through this, they create a one-to-one experience for every customer. The AI analyses data to determine the right course of action that can respond to each customer’s life in real time. 74% of customers frown upon agents who use a script. With the help of hyper-personalisation, they get conversational support from the agent who truly understands their concerns.
4. Voice AI and Emotion Recognition
Image Credit: ShortyAwards
AI-powered voice assistants and interactive voice response (IVR) systems significantly improve customer service interactions. They help users navigate self-service resources and deliver prompt responses to frequently asked questions. This technology is multilingual, adapting to the customer’s preferred language to enhance accessibility and user experience.
Some examples of the use of Voice AI in customer service include:
- Order Status and Inquiry: Customers can ask their voice assistants about the status of their recent orders, receiving instant updates verbally. This integration enhances convenience and accessibility.
- IVR Systems: AI-driven Interactive Voice Response (IVR) systems analyse customer data to route calls intelligently, improving the overall customer experience.
- Voice Assistants for Reservations: Customers can make reservations or check account balances using simple voice commands, streamlining the process and reducing the need for manual input.
- AI Chatbots with Voice Capabilities: AI chatbots can handle voice inquiries, providing human-like responses to customer questions, thus enhancing engagement.
- Self-Service Platforms: AI solutions enable customers to find answers and resolve issues independently, improving efficiency and satisfaction.
- Speech Analytics: AI speech analytics tools analyse spoken interactions to extract valuable insights about customer behaviour and preferences, aiding in service improvement.
- 24/7 Availability: AI voice systems can handle customer inquiries around the clock, ensuring that support is always available, which boosts customer satisfaction.
- Personalised Customer Interactions: Voice AI can tailor responses based on customer history and preferences, creating a more personalised experience.
5. Multilingual Support via AI Translation Tools
AI-powered translation tools empower support agents to communicate seamlessly across language barriers, ensuring that customer service is inclusive and accessible worldwide. This capability enhances connections with a diverse customer base, fostering stronger relationships and improved satisfaction.
| Tool Name | Key Features | Benefits |
| eDesk AI Translation |
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| Google Translate |
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| Amazon Translate |
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| Microsoft Translator |
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| Sonix |
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| Yandex Translate |
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| iTranslate |
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| Papago |
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Challenges in Modern Customer Service
Businesses face numerous challenges in providing high-quality experiences to their customers. Here are some key issues:
- Speed of Response: Delayed responses can lead to customer dissatisfaction and harm the brand’s reputation.
- Demand for Personalization: To achieve a high level of personalization, call centres must effectively gather, analyse, and utilise extensive customer data.
- Integration of Channels: Customers expect seamless transitions when switching between channels, necessitating a robust technological infrastructure and effective cross-functional coordination.
- Accuracy and Consistency: It is crucial for all customer-facing employees to have access to current information and receive training to deliver consistent messaging.
Addressing these challenges requires a strategic approach that prioritises investment in technology, employee training, and process optimization. Call centres that successfully tackle these issues can distinguish themselves in the marketplace and cultivate long-lasting customer relationships.
How to Keep the Human Touch Despite Using AI Tools for Customer Service Online
Whether we like it or not, artificial intelligence is shaping the way of the future. In the customer service field, more jobs will be affected as business owners move to automate them.
Despite this, some people still prefer to talk to a human instead of a tool. 72% of adults reported feeling worried that they won’t be able to reach a human when needing the assistance of one. Having a human-first approach in your customer service will always win over the hearts of customers.
No matter how intelligent our tools become, there’s no denying that humans win at building rapport with customers. The ability to understand nuanced situations and use emotional intelligence are two things that separate us from machines.
Here are some tips on how you can make your customer service online provide a human experience to customers:
- Give customers an option to speak to a human instead of an AI or a chatbot.
- Be transparent with your use of AI for customer service
- Train and empower agents to use these tools for collaboration
- Allow humans to handle more complex situations
Creating a harmonious balance between humans and AI tools can lead to a positive experience with customer service online. Call us today so we can explore your options for using AI tools to improve your customer service process.
Frequently Asked Questions
How do you satisfy online customers?
To satisfy online customers, ensure prompt responses to inquiries, provide personalised experiences, and offer comprehensive support through various channels. Regularly seek feedback and make improvements based on customer suggestions.
How to handle an angry customer?
When handling an angry customer, listen actively to their concerns, empathise with their feelings, and apologise sincerely for any inconvenience. Offer a solution or compensation when appropriate, and follow up to ensure their satisfaction.
How do I provide customer service online?
Providing customer service online involves utilising multiple communication channels such as live chat, email, and social media. Ensure your team is trained to respond quickly and effectively, and leverage technology like chatbots for 24/7 support.
What is the golden rule when communicating with customers?
The golden rule when communicating with customers is to treat them as you would like to be treated. This means being respectful, attentive, and responsive to their needs and concerns.
