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Boost Customer Satisfaction Without Increasing Headcount

Illustration of customers leaving reviews Illustration of customers leaving reviews
S-NET Communications, Inc. October 19, 2022

Customer satisfaction is critical to business success. But oftentimes providing exceptional service to customers can be challenging – especially for smaller businesses with limited support staff.

But what if we told you, you could boost customer satisfaction without adding more agents? That’s where artificial intelligence (AI) comes in. AI technology allows your support team to do more for your customers without breaking the bank.

What is Artificial Intelligence?

Simply put, artificial intelligence allows computers to mimic a human’s problem-solving capabilities. IBM defines AI as “a field which combines computer science and robust datasets to enable problem-solving.” But how does that improve customer satisfaction?

Customer Service Benefits of Artificial Intelligence

While there are many ways AI can benefit a customer service team, we’re going to focus on how they can satisfy your customers.

Provide 24/7 Availability to Customers

One of the most popular uses of AI functions is the use of online chatbots. While your human representatives won’t always be available at all hours of the day and night, chatbots can be, with pre-programmed responses to common questions and the ability to leave a message with a human agent should the need arise. This constant availability will attract new customers and give current customers peace of mind knowing that their questions have been answered, or at least have gotten to the right people.

Increase Employee Efficiency by Streamlining Workflows

AI also allows agents to automate basic, day-to-day tasks so they can focus on more complicated service needs. Common customer questions can be answered instantly, calls can immediately be routed to the right department or agent, past conversations can be referenced, all without human intervention. And, if human intervention is needed, AI programs can easily transfer a customer to a human representative.

Collect and Analyze Important Customer Data

Communicating with your customers, from sales to support, generates hundreds of thousands of data points. These data points, when analyzed correctly, can help businesses monitor customer satisfaction, analyze customer behavior, and reduce their churn rate. But it takes too long for your average customer service team to sift through them all. That’s where AI comes in. AI analyzes loads of important data and draws common-sense conclusions that will help your team provide smart, personalized support.

Facilitates Stellar Customer Service with Sentiment Analysis

Sentiment analysis is a branch of AI that analyzes written and spoken customer interactions to determine if they were positive, negative, or neutral. This is especially helpful for agents when they’re preparing to answer a call or email. If they know the tone prior to hitting send or picking up their receiver, they’ll be able to provide the proper amount of empathy and understanding to that specific situation. Sentiment analysis can also route self-service customers to a live representative if any frustration is detected, helping to improve their experience and reduce customer churn.

Keeps Businesses Within Their Budget

Hiring new customer support staff, training them, and outfitting them with all the hardware they need costs quite a bit. Thankfully, AI-powered customer satisfaction tools are far more affordable and don’t require a lot of money up front, so you can improve customer service at a reasonable cost.

Prevents Burnout in Customer Service Personnel

Being in customer service is a difficult job already. Working long hours can wear out your staff members, lead to higher employee turnover, and a decline in overall service. AI can automate and simplify the staff’s work, supports customer service personnel in their tasks, prevents burnout and ensures that each customer speaks to a balanced, happy agent.

S-NET Engage: AI Designed to Increase Customer Satisfaction

At S-NET, we know you’ve got a lot on your plate. Which is why we designed S-NET Engage, a customer service solution that’s powerful, easy-to-use, and – you guessed it – driven by powerful AI. Not only will your agents be able to monitor multiple communication channels from one interface, but they’ll also be able to take advantage of our efficient routing, sentiment analysis, automated workflows, and more. Interested? Schedule a free demonstration with us today!

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