Blog Post

How AI Will Transform Customer Success

Eddie Wang
Feb 24, 2023
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The need to bring machine learning, deep learning, and other AI-related technology to the center of business processes is also at an all-time high and is yet to reach its peak. This article will explore some of the ways AI will transform the customer success function.
customer success

With the advancement and increased uptake of artificial intelligence technology (AI), the way we do business is about to undergo a revolution we’ve never seen before. The need to bring machine learning, deep learning, and other AI-related technology to the center of business processes is also at an all-time high and is yet to reach its peak. Below are some of the ways AI will transform the customer success function.

Personalized Customer Interactions

AI comes in handy in enhancing user experience by crowdsourcing, collating, and analyzing customer data on tastes and preferences, and then recommending products and services that precisely match the customer's tastes based on their preferences and behavior. This can help to increase upsells and cross-sells, leading to higher revenue for the company.Customer success teams can also use these insights to provide more personalized interactions and support, helping to improve customer satisfaction and retention.

Improved Customer Support

Currently, most businesses have brick-and-mortar or online customer care centers where customers have to queue or call in for customer service. The process is usually lengthy and tedious, as a human agent can attend to only one customer at a time. The ability of AI bots and virtual assistants to multitask can eliminate this problem by slashing queuing times and helping resolve basic questions. The bots can also enable customer success managers to work with a leaner team at higher levels of efficiency.Over time, chatbots and virtual assistants that AI empowers have the potential to significantly diminish the need for human customer support agents. Human beings, unlike AI tools, suffer from fatigue and have emotions that affect the consistency and reliability of their customer support actions. AI bots improve customer support by virtue of being available at all times and their ability to give prompt and accurate responses that are devoid of extreme emotions. Another advantage of AI chatbots and virtual assistants is that they're trainable using algorithms and machine learning, enabling them to become more knowledgeable about customer needs and improve customer support over time.  

Customer Onboarding

Besides improved customer service for existing clients, AI-assisted onboarding will become the widely accepted best practice over time. These types of customer onboarding solutions will help with customer orientation, familiarization with products, account and profile setups, and product customization. Greater ease of onboarding can give customers a highly favorable first impression of a product or company which is a prerequisite for a successful customer journey. It can also go a long way in increasing customer subscriptions and enhancing cross-selling and upselling. Remember, the beginning of a process is as important as the end. The first point of customer contact usually determines whether or not they buy a product. Businesses need to focus on how they welcome new customers as much as they focus on closing a sale and retaining the customer.

User Persona Design

User personas are becoming more popular among modern businesses as a way to segment the market and enhance each customer journey experience. These personas help marketers and customer success leaders alike get better insights into what a customer expects from the business at every stage.User personas also provide a clear pictorial impression of the customer's personality sketch, bio, fears, likes, and dislikes. This can help CS leaders make better preparations and adopt the optimal courses of action in advance, consequently improving customer experience. Adopting AI in this business area will help with creating data-driven user personas, which are superior to user persona based on guesswork or isolated examples. This also eliminates the need to outsource persona template designs which can be a drain on time and financial resources.AI-backed user personas not only help with market segmentation but also aid in better competitor analysis, accurate design, and customization of products for each segment, resulting in higher customer success rates.

Suggestions on the Next Best Course of Action

AI data can be used to monitor emerging market trends and ever-changing customer characteristics to help businesses create a roadmap for future actions regarding customer service and avoid losing business. To survive in business, entrepreneurs need to bear in mind that for every market action, there must be a market reaction. For example, if a competitor takes a particular action that significantly disrupts the market, like launching a new popular product, analysis of such actions using AI comes in handy in suggesting the next best course of action to counter competitor moves. AI insights are a great stepping stone for keeping up with the competition and gaining and maintaining a competitive edge in the market niche. That's a win for customer success managers because they'll be able to curb the loss of customers to competitors.

Are You Leveraging the Power of AI for Customer Success?

Although the full force of AI in customer success is yet to be felt in the business world, every business that desires to succeed in customer experience must adopt AI solutions as early as now. It is a worthwhile decision to take as it will put the business on the path of successful customer engagement in the future. Xembly has automated processes that many customer success managers still spend hours working on each week, taking up valuable customer time that could be used to add value to customers. Consider signing up for Xembly to get reliable AI-assisted support across calendar management, meeting note taking, workload management, and more.

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