The new era of AI customer service: How can companies reduce service costs by 30% and increase customer satisfaction by 20%?
5 mins讀
Published Apr 26, 2024
Are traditional customer service centers facing three major challenges, making it difficult to meet customer demands?
According to a global statistical database Statista, 77% of customers expect immediate responses from customer service when chatting online. Customers' expectations for company services are increasing; they want quick, accurate, and personalized service anytime and anywhere.
Traditional customer service centers are unable to meet customer needs. What challenges are you facing?
Unable to provide 7×24 hour service, causing customers to be unable to receive help outside of working hours?
Slow response to customer needs, leading to long wait times for customers?
Difficulty providing personalized service based on customer profiles and past interactions with the brand?
How can AI customer service solve these problems and improve customer service?
How can AI customer service address these issues?
24/7 service: AI chatbots can provide customer service anytime and anywhere, even after human service staff have finished work.
Rapid handling of customer needs: AI chatbots can quickly understand customer needs and provide accurate answers.
Personalized service: AI chatbots can offer personalized services based on customer profiles and past interactions with the brand.
Guide customers to complete tasks: AI chatbots can guide customers through services such as filing repairs or applying for documents.
Note
According to KPMG's 2023-2024 Customer Experience Excellence Annual Report, using AI customer service in marketing, sales, and service can help companies reduce service costs by 30% by recommending products to customers and simplifying the purchasing process; simultaneously introducing customized AI training for human customer service not only improves problem-solving capabilities but also increases overall customer satisfaction by 20%.
Wangxun Diantong AI Customer Service: Addressing Four Major Pain Points in Customer Service
Wangxun Diantong AI Customer Service is a leading AI customer service solution designed specifically for businesses. It not only has the four major advantages of AI customer service mentioned above but also specifically addresses the following four common pain points in customer service:
When customers ask unrelated questions, is the AI customer service just going around in circles?
Wangxun Diantong AI Customer Service adopts a layered thematic dialogue approach, continuously deepening the conversation based on customer responses to clarify customer needs and provide more accurate answers. For instance, when addressing customer inquiries about product issues, the AI customer service will first ask what aspect of product information the customer wants to know, then proceed with more detailed inquiries based on the customer's responses to ultimately provide accurate product information.
When customers want to dive deeper, why can’t the AI customer service respond?
Wangxun Diantong AI Customer Service provides intelligent recommendation extensions for questions, which can automatically suggest related questions based on customer answers, guiding customers to engage in deeper conversations and meet their knowledge needs. For example, when handling customer inquiries about after-sales service policies, the AI customer service will first introduce the basic after-sales service policies to the customer, then recommend relevant policy terms based on the customer's inquiries, allowing customers to understand the after-sales service policies comprehensively.
Customers want to find a real customer service representative, but can’t find the way?
Wangxun Diantong AI Customer Service provides a one-stop integrated dialogue platform that seamlessly combines AI customer service with human customer service, allowing customers to find the appropriate service channel anytime and anywhere to receive efficient and convenient service. For instance, when AI customer service cannot resolve complex customer issues, it will automatically transfer the customer to a human representative, ensuring that customers receive satisfactory service.
Customers keep asking the same question but receive different answers?
Wangxun Diantong AI Customer Service offers a brand-specific knowledge assistant feature that can establish a unified knowledge base to ensure that customer service responses are consistent and professional, thereby enhancing customer trust. For example, when addressing customer inquiries about return and exchange processes, the AI customer service will automatically provide customers with guidance on return and exchange procedures based on the product category and order details, ensuring that customers can smoothly carry out their return and exchange.
