How is the Use of AI Improving Customer Support Services?

on April 20 | in Business | by | with No Comments

When you’re thinking of improving your customer support services, making use of AI based options, such as Live Chat, is usually not the first thing on your list. While chatbots were annoying in the past, the consumers are actually very fond of the new and improved AI that is now incorporated into customer support services.

AI based live chat services are quickly becoming one of the most cost-effective ways for businesses to add value and improve their services. If you’re still on the fence about it, the following are a few areas which highlight just how AI improves customer support services:

1.   Lower Wait Times

One of the most annoying customer experiences is when they have to wait to get a response. Nowadays, consumers expect to get responses within minutes. This is the reason why they like using social media to ask for help.

On the other hand, live chat or AI based customer services are better because they can help them get in touch with the business within minutes. Wait times for all mediums of customer support are as follows:

  • AI Customer Support – 40 seconds to 1 minute
  • Social Media – 10 hours
  • Phone – 15 minutes to 1 hour
  • Email – 12 hours

Based on these wait times, it’s no surprise to see that your consumers will be happier with the quality of the customer support services.

2.   Higher Customer Satisfaction

When it comes to customer satisfaction, the quality of your services will also make a definite impact here. Plus, different mediums will have different pain points which can add or reduce the overall experience of a consumer. The following is a look at the satisfaction rate with live chat support:

  • 73% – Live Chat
  • 61% – Email
  • 44% – Phone

Not surprisingly, AI based customer support service has the highest satisfaction. Additionally, 90% of all consumers stated that seeing that a business offers live chat support builds up their confidence when shopping with a business. They know that they’ll get prompt and effective help if they should need it.

3.   It Is Convenient

Many users love live chat support services because of how easy it is to use them. The chat window and message system mimic other platforms such as Facebook Messenger or even their messaging app on their phones. Plus, not having to be on the phone allows them to multi-task while also getting the issue resolved at the same time.

It’s a very convenient tool and when it’s coupled with a 24/7 availability service, it can also add to the overall customer satisfaction that they experience. Most people also say that they like to use the live chat support system to get any questions or issues addressed regarding their purchase. This allows them bigger freedom and more confidence in their overall interaction with a business.

As you can see, having AI based customer support services can be very beneficial for your business and helps to boost sales, improves conversions and builds customer satisfaction too!

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