A business thrives on its ability to offer timely and effective customer support. The quality of this service influences buyer retention, revenue growth, and brand image. The bigger a company becomes, the longer it takes agents to solve issues. It’s estimated that companies lose around $75 billion annually due to poor customer service.
In the past, enterprises had to hire more live support agents to meet growing client demands. Modern artificial intelligence solutions gradually transform this service, letting enterprises process requests faster and more accurately. Currently, AI-powered solutions can handle twelve customer service challenges companies face the most.
Customer Care Problems
- Addressing Frustrated Customers
Working with annoyed or anxious clients is one of the most demanding challenges customer service businesses must overcome. This experience can overwhelm support agents, especially when they’re poorly adapted to talking to such individuals. These volatile conversations can result in negative reviews and higher customer churn.
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Virtual assistants and chatbots serve as a buffer between angry customers and agents. These AI solutions handle the challenges of customer care by providing empathetic interactions and immediate responses. With their help, businesses diffuse situations and solve standard product and service issues without agent involvement.
- Answering Complex Requests
Customer support agents can’t always have intricate information about fixing products or accessing their features on hand. They can take minutes and even hours to locate the appropriate data, understand it, and explain it to customers, taking time and resources out of company time.
It’s possible to train AI solutions using company data quickly. We’ve previously worked on a product with such features called IONI.AI. With its help, enterprises create customized solutions with full access to information on difficult customer service issues. Similar tools learn from experience, leading to faster issue resolution or directing customers to support professionals.
- Inconsistent Service Level
When contacting customer support, people expect to get the same level of service with each interaction. These conversations should be aligned with the overall customer experience and journey. Failing to address these customer service challenges can make buyers consider their relationship with enterprises.
Chatbots and virtual assistants help people during the different stages of the buying experience. They find the most suitable items, provide product information, and aid with the checkout process. The powerful AI algorithms used in these solutions maintain a consistent level of service for all clients.
- Failing To Answer Questions
Customer support agents sometimes don’t have the answers to all questions. Maybe they forgot a fact or a particular topic isn’t their top strength. Clients have to wait on a phone line or for a reply through a messenger app, making it longer for their customer care problems to be resolved.
The large language models used in AI assistants let them answer any questions instantly. Even if they can’t find the necessary data, updating large language models is always possible. At Springs, we did our fair share of fine-tuning for different chatbots and assistants.
- High Request Volumes
Businesses can’t always handle large volumes of customer requests. This is most apparent during the busiest seasons of the year. On average, Americans spend 13 hours a year waiting for responses from customer support agents. This happens because there aren’t enough agents to handle the client volume.
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Artificial intelligence solutions work with thousands of simultaneous requests. They are highly scalable, meaning they can be upgraded to handle increasing numbers of customers. That's why 33% of businesses in the US use AI to automate 30% of customer service requests.
- Lack Of Personalization
Modern customers demand personalization from businesses. This can be challenging, as companies store and track customer information differently. Customer support agents may take too long to locate it in the vast databases, which is even more apparent in large enterprises.
Companies use AI chatbots and assistants for more effective client profiling. They know what people like to buy, when, and their top product categories. These tools use the information and the interaction history for less difficult customer service and more tailored support. This cuts time on issue resolution, leading to higher client satisfaction.
- Not Meeting Client Expectations
Modern customers have high hopes for customer service. They demand that any request is addressed with speed and efficiency. Relying solely on agents can put enterprises at a disadvantage. Professionals may lack the skills to handle requests or provide only superficial help. This makes customers feel overlooked or mistreated.
AI-based products excel at providing a personalized experience to all customers. They learn about individual buying habits, history of interactions, and purchases. These features help companies overcome customer service challenges and offer the most relevant solutions.
- Outages
Businesses like Google and Dropbox know what can happen when their services malfunction. Hundreds of users instantly demand to know when things will come back online. Facing thousands of concerned customers can overwhelm support agents at any enterprise.
Modern AI-enhanced products help enterprises calm people down whenever an outage occurs. They contact people first, providing news about the event and when the service should return. This lets companies keep people informed and reduces the strain on customer service.
- Processing Simultaneous Requests
Enterprises often struggle when customer support agents have to handle several requests at a time. Technical support tickets keep piling up, with the pressure on the experts growing. These factors slow the issue revolution to a crawl, leading to many unhappy customers.
With the power of AI-based tools, companies can easily handle multiple requests. The components responsible for their work lead to effective ticket organization and task prioritizing. This way, businesses have a higher chance of addressing common customer care problems or letting professionals with niche knowledge and skills handle them.
- Slow Issue Resolution
One of the most widespread issues with customer support services is the long time it takes to process requests. Enterprise clients demand quick issuer resolution at their convenience. When agents take too much to resolve requests, this can damage the company's reputation and lead to negative reviews and customer experience.
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The powerful AI algorithms in software products let them handle thousands of requests without skipping a bit. 66% of Gen Z and Millenials prefer to check order statuses through assistants rather than support agents. A chatbot using this technology takes only a fraction of the time live support agents need. It can take a few minutes for someone to access the solution and get individual help with their issue.
- Too Many Communication Channels
Having too many channels for user interactions is one of the biggest challenges of customer care at companies. People don’t know if they should call, write an email, or text the business on its Facebook Messenger or WhatsApp page. This also strains customer support experts, who must monitor all these communication methods.
Artificial intelligence tools minimize how clients work with customer care, providing omnichannel access. Clients use these solutions to find information on warranties, terms of service, basic repairs, and product details. The AI market has out-of-the-box tools and custom products, with Springs offering extensive expertise and consultations on tailored chatbot development.
- Unavailable Service
One of the worst things for a customer to experience is when there’s no one to help. Say a product malfunctions or service becomes unavailable, and someone tries contacting a business outside regular hours. In this case, individuals must wait for the live agents to be online or see their complaints in one of the communication channels.
AI-based products provide around-the-clock service, even during weekends and holidays. Chatbots never tire and are always there to guide buyers and resolve their issues. It doesn’t matter if a customer experiences problems deep at night or on the other side of the globe. Additionally, they can be trained to respond to questions in different languages.
Conclusion
Artificial intelligence tools are fully transforming customer support in many industries. They usher in an era of cut expenses, automation, and better client satisfaction. Working with these products ensures that companies will spend less on customer care while offering all clients a highly personalized and streamlined experience.
