Shoppers today demand excellent customer service. After all, the vast online shopping landscape gives them plenty of options to take their business elsewhere if they’re unsatisfied. The same goes for business-to-business (B2B) clients as well. Keeping these customers — whose large-scale purchases may directly impact the bottom line — satisfied is crucial. How can companies ensure their customers are getting the best level of support? Two words: artificial intelligence.
Much more than just the latest technology on the market, artificial intelligence (AI) is optimizing operations across industries. In the realms of customer support specifically, it has the power to streamline processes, communicate directly and instantaneously with customers and even deliver real-time customized experience to B2B clients. Companies of all sizes are using the various types of AI-powered tools to drive their data analysis capabilities and revolutionize customer interactions.
Just what are these types of AI “tools”? One leading example is machine learning. Involving advanced algorithms, this AI utilizes considerable amounts of data to identify patterns and make predictions. For companies looking to enrich the B2B customer experience, it can be used to analyze their customer’s data and draw insight from past behavior.
This insight is then applied to recommendations for both a customer specifically and ways to improve operations on the backend. The right machine learning algorithm could examine customer behavior, purchasing history, etc., to push related products or services that are more likely to see conversions.
Another example is natural language processing (NLP). NLP is a type of AI used commonly in chatbots and virtual assistants since it enables computers to understand and interpret human language. The result of employing NLP is faster responses to queries as well as potential issues the customer encounters along the journey.
With it, businesses could also improve their ability to evaluate customer sentiments and feedback. Such evaluation may then, in turn, be used to improve the products and services being offered.
By implementing these AI tools and others like them, companies can achieve enhanced, personalized B2B customer experiences. These benefits are very valuable: One of the most considerable advantages is the ability to drastically impact customer satisfaction. Through tailored recommendations and advanced solutions, a company can present a customer-driven approach that clients respond to and become loyal to as well.
AI also supports the agents and CS specialists behind the scenes. One study revealed CS agents who utilize AI-powered tools are 9.9x more likely to be extremely satisfied with their workflows. What’s more, it can be used to augment the hiring and onboarding processes. Through enhanced training procedures and on-the-job guidance, these tools help new team members get caught up to speed in no time at all.
These are just some of the AI applications and benefits impacting the B2B customer experience. If you want to learn more, please see the accompanying resource from TeamSupport for further information.