How Automation Is Changing the World of Customer Service

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Today, many industries rely on technology to operate successfully. More so, our current climate has forced businesses to shift to remote work, making digital reliance more critical than ever. Consumers are expecting great customer service no matter what, even when face-to-face interaction isn’t an option.

That’s where automation comes into play. According to Business News Daily, many business owners are already taking advantage of automation in one form or another, as it can be highly valuable to a company’s bottom line.

“Automation takes a lot of forms,” Fred Townes, co-founder and COO of a real estate tech company shared with Business News Daily. “For small businesses, the most important thing is [repetition]. When you find something you do more than once that adds value … you want to look into automation.”

Automation doesn’t necessarily mean sacrificing the customer experience, rather, it can better equip agents with the information and resources needed to better service customers. Customer service is just one of many factors business owners can automate and see improvements in terms of scalability and overall efficiencies.

Why is Automation Valuable in Customer Service?

AI in customer service has had a good reputation for some time. In fact, last year, research predicted that digital customer service options would increase by 143% this year. When automation handles the repetitive tasks, it frees up time for agents to interact directly with customers. With the help of AI, customer service agents have more time to interact with more consumers, with less strain, and see a major impact on scalability.

Customer expectations are different than they were a decade ago. Consumers understand the capabilities of technology and want to feel that businesses are taking full advantage of it. Businesses that utilize different service types online, such as self-service and full-service options, are providing their customers with flexibility. Giving customers the opportunity to help themselves, through carefully curated content and online chatbots, are a few ways to offer self-service. Since 67% of customers prefer self-service over talking to a company representative, this flexibility makes it easier for customers to get the answers they need as quickly as possible.

How Can Businesses Make the Switch?

If your business has yet to implement customer service automation, you’ve come to the right place. Kustomer strives to make personalized, efficient and effortless customer service a reality for any business. As a multi-channel SaaS platform with powerful AI capabilities, Kustomer enables companies to contextualize all conversations to not only better understand each customer, but also to eliminate the distracting, time-consuming tasks that fall upon agents.

From cross-channel conversations to automated business processes, the Kustomer platform can help your business improve overall efficiencies by automating routine actions and eliminating manual tasks altogether.

Interested in learning more about how automation can change your customer service reputation? Contact Kustomer today to get started.

The Benefits of Intelligent Automation in Customer Service

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Now more than ever, artificial intelligence (AI) is becoming a fundamental cornerstone of business operations and is changing the way that companies across the globe work. In fact, the International Data Corporation (IDC) Worldwide Semiannual Artificial Intelligence Systems Spending Guide forecasted spending on AI to reach $79.2 billion in 2022, with a growth rate of 38% between 2018 and 2022.

Speaking to the world of customer service, intelligent automation is a solution that can personalize the interactions between businesses and their customers while making the experience more efficient and streamlined.

Let’s take a closer look at what defines intelligent automation and some of the benefits it can bring to customer service:

What Is Intelligent Automation?

According to Forbes Council Member Vik Renjen, intelligent automation is defined as the combination of AI and Robotic Process Automation (RPA) used to mimic the behavior of the customer by using applications to find and transform data into business processes and workflows. In customer service, intelligent automation can be used to capture valuable data that supports and manages customer interactions automatically.

What are the Benefits of Intelligent Automation in Customer Service?

AI doesn’t have to replace humans in customer service, rather, it can be used as a supplemental tool for providing necessary information and assistance to customers and agents alilke. Here are some of the benefits that come with intelligent automation in customer service:

Improved Scalability
Chatbots, one form of AI that can be beneficial, help organizations scale their services to more people than they would be able to provide through live agents alone. These bots can be used to collect information from customers, suggest automated responses and assist agents along the customer journey. They can also answer simple questions, such as those around business hours, return policies, order status and more.

Increased Attention to Conversation Wants and Needs
Intelligent automation can be used to pinpoint topical keywords throughout a conversation to better assist the customer. One of the customer service features available in the Kustomer platform is Automated Conversation Classification, which uses intelligent automation to categorize conversations via machine learning, so that the conversation is immediately routed to the most appropriate agent to properly meet his or her specific wants and needs.

Improved Resourcing Processes
AI can also be used to predict conversation volume during certain periods to assist management in delegating work and managing staffing requirements. Additionally, AI can be used to track how well agents are performing; with an understanding of how much “work” AI is handling, and where agents are falling short, management can get insight into the knowledge of the agent and provide training or additional resources based on the information.

How Kustomer Can Help

Intelligent automation is a key factor behind Kustomer’s ability to serve its clients and their customers. Kustomer uses Kustomer IQ to automate time consuming processes and provide teams with valuable insights, so that businesses can provide consistent, personalized customer service in a timely manner.

Interested in learning more about Kustomer’s solution to your current customer service platform? Contact us directly today to get started.

3 Ways Customer Service Teams Must Adjust During COVID-19

3 Ways Customer Service Teams Must Adjust During COVID-19 TW

Life has become a series of trade-offs and workarounds in light of the pandemic. Curbside pick-ups are my new norm. My inbox is a litany of order confirmations and estimated delivery times. Last weekend, I drove to a local hardware store and found the following handwritten message on a sign at their front door: “Know what you want. Get in and get out.” At times, my interactions with people feel purely transactional.

The world has changed, and customer service is changing right along with it. Businesses are being challenged with a paradoxical conundrum: how do we retain our humanness? How do we maintain trust in a time of uncertainty? Below are three ways customer service teams must adjust in light of the global pandemic.

Empathy Is #1.

Companies who approach customer service with a deeper level of empathy are more likely to maintain loyalty and win new business. This concept is not a newfound revelation. In fact, The Empathy Business has studied the efficacy of empathy in business for years. And what have they found? Organizations that focus on the “emotional impact” they have on employees, customers, and society are valued higher and earn more than their counterparts.

In the world of COVID-19, empathy is even more desperately needed. Quarantine measures and social isolation mean a rise in loneliness and other mental health issues. Think about it this way: what if your organization delivers the only social interaction an individual will experience for a full day? Armed with that information, how should you change your customer journey?

Start small. Use your data. Study the way your customers use your tools and services. Where are they running into roadblocks? Where are you making your customers’ lives easier? Take note and adjust. Document your FAQs in an accessible location, like a Knowledge Base. Have the patience to clearly explain the nuances of your business and policies. Above all else, practice kindness in all of your communication.

“One-Size-Fits-All” Won’t Succeed.

As the pandemic spreads, we’ve seen a spike in conversations for many of our clients. And according to a recent survey by Kustomer, there has been a 17% increase in inquiries across industries. With this influx in communication, it no longer makes sense to force every customer to call the same number to contact your company. Instead, it’s time to get smart about the channels you employ to manage customer interactions, and it’s time to invest in a fully-fledged omnichannel experience.

But beware: you should avoid blindly adding new service channels without a strategy in place. Dig deep into your customer personas and understand their respective beliefs and behaviors. McKinsey notes that “not all customers are the same, and it’s how they differ in their behavior and preferences—particularly on digital—that should have an outsize influence on how service journeys are designed.” Keep this in mind, too: a small percentage of customers — classified as the “offline society” -— may suddenly be forced into adopting digital communication in light of shelter-in-place orders. Take these different customers into account when adapting your customer service strategies.

Automation Is a Necessity, Not a Luxury.

As we’ve seen an increase in the number of inquiries, we’ve also seen an increase in the need for artificial intelligence and machine learning technologies. Agents can become easily overwhelmed by an onslaught of new messages. AI can automate some of the more tedious tasks that those agents might encounter, thereby freeing their time for more important work.

Consider how you can deflect commonly asked questions and save your agents valuable time. Let’s say you’re an airline in today’s world. With the rise of the pandemic, you’re being flooded with requests for information about your refund policy. Instead of directing your team to answer each inquiry individually, you could use automation to serve up pre-written articles that align with the inquiry’s keywords. Not only do you protect your team’s time, but you also deliver a better customer experience as customers receive near-instant answers to their questions. Beyond that, unsuccessful deflections can provide a treasure trove of data to guide your future content.

Those who adapt and adjust their strategies now can influence their fate in the post-pandemic world. The opportunity is there. We have to be good stewards of our time and resources to capitalize on it.

Predict Customer Needs with Kustomer IQ

 

Save your team time and money with AI for Customer Service

Customer service teams are being asked to do way more with much less, and here at Kustomer we want to ensure that your team has all the tools to be as efficient and effective as possible. It’s impossible for teams to achieve this without eliminating manual, time-consuming work, like sifting through queues, escalating issues, or processing transactions.

Identifying the intent of every conversation might be step one in a service interaction, but automating this process transforms how you operationalize support, driving efficient customer service that keeps customers and agents happy.

 

 

Intent Identification, the newest and most powerful feature of Kustomer IQ, analyzes and classifies inbound conversations, and uses those new attributes to trigger process automation that takes work off your team’s plate. In other words, machine learning analyzes your historical data to predict a customer’s intent for contacting customer service. It can also tag spam conversations, as well as automatically flag urgent conversations that need to be prioritized.

Here’s how it works.


  • STEP ONE: First, users select what they want to predict.
  • STEP TWO: Once you select what you want to predict, the tool checks to see if there is enough data that can be used to accurately make a prediction.
  • STEP THREE: If everything checks out, the system is trained to detect specific language in messages.
  • STEP FOUR: Users review the model for expected accuracy.
  • STEP FIVE: Once the training is complete, the model is ready for use and deployed. Intent Identification will tag inbound messages which can then trigger process automation.

Emily Marcogliese, Head of Customer Service from our partner at thredUp recently shared, “Kustomer IQ has had a tremendous impact on my team’s efficiency. Machine learning instantly identifies the purpose of every inbound conversation, then intelligently routes each customer to a specific team based on their contact reason, such as orders, returns, or clean out. Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort.”

Intent Identification in action.

Once conversations are analyzed and classified, Intent Identification can unlock powerful automation. Here are a few of the ways it can be put into action:

  • Automate Rules: Our rules engines can automate any process, like escalating unhappy customers to more knowledgeable teams, or execute transactional interactions like refunds, returns or status updates.
  • Route Conversations: Instantly and accurately route conversations to specialized teams based on how you classify customer outreach, such as by contact reason or product line.
  • Send Auto-Responses: Responses to your most common questions can be automated, freeing up valuable time and energy.

Read more about Intent Identification in our Help Center, and check out our pricing page to view our Kustomer IQ packages.

 

Kustomer Launches Kustomer IQ, Leveraging Intelligence Throughout Its Customer Service Platform

Kustomer IQ leverages advanced artificial intelligence to help agents more efficiently analyze and take action on customer requests. Machine learning models are deployed to allow support experiences to be more rapid and accurate.

NEW YORK, April 15, 2020 /PRNewswire/ — Kustomer, the SaaS platform reimagining enterprise customer service, announced the broad rollout of Kustomer IQ, its artificial intelligence engine embedded across the Kustomer CRM platform. Kustomer IQ is empowering companies to do more with less, and operate as efficiently as possible in the face of a reduction of resources. The solution leverages the power of machine learning to get to the root of customer needs, helping achieve effective customer experiences by eliminating manual guesswork and arming agents with the tools and insights that drive results across responses, routing, and analytics. Kustomer IQ also offers customer deflection tools across web, chat, and email channels, which automate the communication of initial and routine customer inquiries.

“Kustomer IQ delivers quicker and more accurate results to customer service inquiries by leveraging sophisticated machine learning models. Our intelligence tools help companies efficiently automate and scale communication without compromising accuracy, whether it’s routing inbound requests to the right team or measuring a customer’s sentiment,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “This increase in speed and overall quality experiences translates into more satisfied and loyal customers, which every business needs right now.”

With Kustomer IQ, companies can access AI-powered tools to contextualize every conversation and leverage that data to save valuable agent time for more meaningful and essential customer service. Its highly accurate machine learning models are easily trained with a few simple clicks allowing any company to harness the power of modern AI.

“Kustomer IQ has had a tremendous impact on my team’s efficiency. Machine learning instantly identifies the purpose of every inbound conversation, then intelligently routes each customer to a specific team based on their contact reason, such as orders, returns, or clean out. Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort,” says Emily Marcogliese, Head of Customer Service at ThredUp.

Kustomer IQ includes new features such as:

  • Automated Self-Service: Native omnichannel deflection capabilities provide relevant and accurate content to customers from an organization’s Knowledge Base prior to agent intervention.
  • Intent Identification: Machine learning analyzes and classifies inbound conversations, triggering smarter processes that expedite customer experiences.
  • Agent Recommendations: Machine learning analyzes customer messages and suggests relevant help articles and policy content to resolve issues faster.
  • Global Language Detection: Featuring natural language processing and powered by Amazon Comprehend, language detection helps companies deliver consistent experiences to all customers.
  • Sentiment Analysis: Machine learning analyzes messages and recognizes exactly how customers are feeling, assigning a sentiment score to help agents mirror emotions, and calm frustrations.
  • NLP (Natural Language Processing) Chatbot (coming soon): By leveraging NLP and the advanced CRM data model in the Kustomer platform, its chatbot will be able to offer automated information gathering and human-like levels of customer service to company conversations

Kustomer IQ is being offered in three tiers: Kustomer IQ Lite, Kustomer IQ and Kustomer IQ+. Kustomer IQ includes all of the features above, enabling companies to provide more efficient experiences through sophisticated automation and accurate predictive insights. Kustomer IQ+, coming soon, will provide end-customers a new way to interact with brands, featuring an AI-powered chatbot functionality. The chatbot will be capable of conducting two-way dialogue via live chat and be able to recognize customers based on custom object data, helping brands accurately deflect inquiries around orders, shipping and tracking.

To provide all customers with powerful AI capabilities, Kustomer has included a complimentary Lite version of Kustomer IQ as part of their existing pricing plans. Kustomer IQ Lite includes global language detection and sentiment analysis, so all customers can provide empathetic service and support around the world.

“We’re proud to announce Kustomer IQ Lite includes automated self-service, so all companies can take advantage of deflection and conversational assistant support capabilities,” adds Birnbaum. “Now, more than ever, when companies are struggling to do more with less, we believe that deflection will serve as an added leg up in delivering an exceptional support experience. We are committed to our client’s success and are proud to offer the enhanced AI capabilities that we believe are crucial.”

For more information about Kustomer, visit www.kustomer.com

About Kustomer
Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Glossier, Away, Glovo, Slice and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $173M in venture funding, and is backed by leading VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

Media Contact:
Cari Sommer
Raise Communications
cari@raisecg.com
 

What Kustomer IQ Can Do For You

Announcing AI for Customer Service in your CRM Platform

While these are extraordinary times, your organization’s top priority is unwavering—to provide customers with exceptional, convenient customer service. For many, customer conversations are only increasing, and Kustomer has stuck its course to build a CRM platform packed with the tools and capabilities that help you connect with customers, keep them engaged, and manage processes to perform at max capacity and grow.

We also think our platform should eliminate any barriers between your agents and your customers because time is of the essence—now more than ever. That’s where we think AI comes in, not to take on the role of the agent, but to act as a partner in getting to the root of customer needs in order to handle simple responses or immediately place them in touch with their best, most expedient resource.

We’re excited to announce our suite of AI-enabled capabilities is now available to customers. Called Kustomer IQ, it enables smarter processes that eliminate busywork and help teams better understand what customers need.

“Customer service is one of the first touch points that a consumer has with a brand, and modern companies need the tools to scale automation without compromising the exceptional brand experience customers have come to expect,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “Kustomer IQ will help companies further serve the needs of their customers by providing self-service tools to bring even more efficiencies to customer service. We are especially proud to broadly roll this out right now.”

AI Makes Every Conversation More Convenient

Kustomer IQ Lite is available to all customers on our Enterprise and Ultimate plans, and features self-service tools and predictive capabilities that help gauge emotions and equip agents with knowledge, content, and empathy to get the job done quickly.

We See Automated Self-Service Differently

Kustomer IQ works alongside your team to tackle easy questions, and elicit details from your customers so agents can get a head start, or possibly deflect simple inquiries.

Kustomer IQ is omnichannel, using content from an organization’s knowledge base to suggest relevant articles when customers reach out via email, live chat, or form submission. Watch our tutorial below on how to get started with deflection in chat today.


We’ve added deflection to our reporting stack, providing real-time analysis so you can verify success, quantify time saved for customers and agents, and understand how content is performing, with insights into what customers are seeking to help plan future articles and deflect more conversations.

Our smart Conversational Assistant prompts customers to provide additional information around their needs, and in the coming weeks, we plan on adding branchable logic to the Kustomer IQ suite, which will extend your ability to gather finer details and help decide the most appropriate service path.

Deliver Empathetic Global Support

Kustomer is proud to partner with organizations representing six continents around the world—we’re a global solution available in more than 60 languages.

For those managing global customer service, Kustomer IQ leverages Amazon Comprehend machine learning capabilities to detect language upon contact, then route conversations to native-speaking agents or enable multilingual translated content if needed. It also analyzes messages to understand how customers are feeling, and assigns a sentiment score to help agents get on even footing as soon as they respond.

 

Get to the Root of Every Conversation

Our basic Kustomer IQ package features more sophisticated predictive and automation capabilities powered by machine learning, which work by analyzing data and content to accurately assess customer needs and activate smarter processes in the Kustomer platform. Check out our pricing page for more information.

Impeccable Customer Service, Fast

Intent Identification, the newest, most powerful feature of Kustomer IQ, analyzes and classifies inbound conversations, and uses those new attributes or conversation tags to trigger process automation that takes work off your team’s plate. This includes intelligent conversation routing, all based on how you classify customer outreach, such as by contact reason or product line. In addition, automated workflows can be triggered to manage communications, initiate greetings, or provide temporary air cover.

Emily Marcogliese, Head of Customer Service from our partner at thredUp recently shared, “Kustomer IQ has had a tremendous impact on my team’s efficiency. Machine learning instantly identifies the purpose of every inbound conversation, then intelligently routes each customer to a specific team based on their contact reason, such as orders, returns, or clean out. Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort.”

 

 

Agent Recommendations (coming soon to Kustomer IQ) use internal and external content to generate content suggestions in real time, which will come in handy for agents-in-training who may be new to policies and brand knowledge. Machine learning analyzes customer messages to accurately offer information for faster conversations and precise resolution.

 

Get Started Now

We’re excited to announce that Enterprise and Ultimate plans come equipped with a Lite version of Kustomer IQ, so all our customers can take advantage of these awesome capabilities. Kustomer IQ Lite includes Automated Self-Service with our Conversational Assistant, Global Language Detection, and Sentiment Analysis.

Our base package for Kustomer IQ will be available on April 30, featuring enhanced AI capabilities to automate more conversations, including conversation classification, agent recommendations, and a more advanced Conversational Assistant.

And coming later this year, Kustomer IQ+ will open up new ways for customers to interact with brands. Featuring enhanced AI functionality, Kustomer IQ+ will automate simple, contextualized two-way dialogue on live chat with custom object recognition, so you can leverage and update information regarding orders, purchases, shipping, tracking, and much more.

Learn more about Kustomer IQ at our live webinar on April 22nd at 1pm ET, and contact us if you have any questions.

 

Kustomer Introduces KustomerIQ, Bringing Artificial Intelligence and Machine Learning to Enterprise Customer Service

NEW YORK, NY — October 3, 2019 — Kustomer, the SaaS platform that is reimagining enterprise customer service, today introduced KustomerIQ, embedding Artificial Intelligence and Machine Learning across the Kustomer platform to enhance the customer service experience of companies competing in today’s on-demand world. KustomerIQ uniquely integrates Machine Learning models and other advanced AI capabilities with the Kustomer platform’s powerful data, workflow, and rules engines to enable companies to provide smarter, automated customer experiences that are more personalized, efficient, and effortless. The Kustomer platform stands out among customer service solutions for the comprehensiveness of available customer data and its business process automation that is driven by branchable, multi-step workflows and custom business logic.

“In today’s crowded market, excellent customer service is often the differentiator that builds loyalty and trust between one brand to another,” said Brad Birnbaum, Co-Founder and CEO of Kustomer. “With KustomerIQ and the inclusion of Artificial Intelligence and Machine Learning into our omnichannel platform, Kustomer will now go even further in helping brands automate their business processes, while making it easier for their agents to take action on customer information, ultimately developing a stronger and more profitable customer relationship.”

KustomerIQ brings together a wide breadth of Artificial Intelligence methods such as Machine Learning, Natural Language Processing (NLP), Predictive Analytics, Deep Learning, and Multi-dimensional Neural Network Mappings. Companies adopting KustomerIQ use their own data to train the predictive Machine Learning models, automatically customizing them to address their own business needs. With each new interaction and piece of data, these models learn and self-tune increasing their predictive accuracy and improving the decision making of both the models themselves and the customer service organizations using Kustomer.

Through KustomerIQ, companies will be able to automate manual, repetitive tasks and essential processes of their customer service experiences. In addition, KustomerIQ changes the way companies manage knowledge during a service inquiry by surfacing relevant insights and predicting future outcomes to enhance customer self-service, facilitate real time intervention through recommendations, and streamline proactive outreach. By automating everything and providing the right information at the right time, KustomerIQ frees up agents to focus on more complex and emotional customer interactions, resulting in reduced costs and faster resolution of calls.

KustomerIQ is bringing new smart customer service features to the Kustomer platform, including:

  • Automated Conversation Classification: Intelligently categorizes and classifies conversations using Machine Learning and attributes of the conversation and customer. 
  • Queues and Routing: Routes customers to the most appropriate agent using conversation classification, agent skills, and overall team capacity to drive the machine learning model. As a result, KustomerIQ helps companies improve customer satisfaction, increase first call resolution, and reduce wait and handle times.
  • Customer Sentiment Analysis: Using Natural Language Processing, the Kustomer platform can read messages between customers and agents and quantify how a customer feels about a brand in real-time. Seeing customers’ sentiment helps agents empathize with customers in a digital medium, and thus determine the best way to communicate with them. 
  • Automatic Language Detection: Using Natural Language Processing, the Kustomer platform can automatically identify the language being used in a conversation and then route the customer to an agent that speaks the language. In addition, if a company has pre-written responses (shortcuts) set up in multiple languages, those responses will automatically switch to the language used by the customer to ensure a better experience for both customer and agent. 
  • Suggested Agent Shortcuts: Provide recommended pre-written responses to agents based on conversation and customer attributes to help agents immediately access the knowledge they need to resolve customer issues faster.
  • Customer Self-Service: Automatically suggests help articles from a company’s knowledge base providing an immediate answer to a simple customer questions without interacting with an agent, so customers get answers faster and agents can focus time on more complex customer inquiries. By giving a customer more self-service options it also lowers agent volumes and improves resolution and handle times.
  • Workforce Management: Helps to predict future conversation volume and staffing needs based on historical and trend data of items, such as SLA attainment and seasonality. Can also assist in identifying training needs by providing insights into areas where an agent or agents are deficient. 

To further increase its rapid pace of innovation, Kustomer will triple the size of its development team in 2020. The team will focus on ensuring the continuous improvement of KustomerIQ’s machine learning models and further expansion and integration of innovative Artificial Intelligence capabilities throughout the platform.

About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $113.5M in venture funding, and is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

To learn more about Kustomer visit www.kustomer.com or reach out by email to info@kustomer.com.

The Connected Customer Experience: Leveraging Data to Drive Hyper-Personalized Experiences and Build Trust

To say we’re living in a customer-centric age is an understatement: companies who fail to prioritize the customer experience are outpaced by their CX-leading competitors by nearly 80%. Additionally, more than half of companies have experienced a serious drop in consumer trust, resulting in an estimated missed $180 billion in potential revenues, according to this Accenture study. There are numerous reasons consumers lose trust in brands they once knew, loved, and purchased from frequently, but 71% of consumers say poor customer service contributes to that trust erosion.

Unfortunately, many tactics that once served an organization well in engendering a customer-first culture simply fail to keep up with the enormous increase in both customer data, and use of connected devices. Two and a half quintillion bytes of data are created each day at current pace, and Gartner predicts there will be more than six connected devices per person as early as 2020. This device proliferation and increase in data results in an overwhelming number of touchpoints that must be tracked and connected to the customer’s buying journey. It’s a tall order, but the organizations who will win are those who can use all of this data to scale the customer experience quickly, efficiently, and effectively, and all on the customer’s terms. It’s not just enough to collect data: it needs to be the right data that can be acted on in the moment.

Working with the customer where they’re comfortable

The digital age has changed where, when, and how customers interact with a brand. What was once a simple cycle of seeing an ad, making a purchase, and repeating, has shifted into a looping journey with the potential for numerous friction points that can turn a customer away from a brand all too quickly. McKinsey describes this journey through four critical areas: consideration, evaluation, purchase, and post-purchase experience. Instead of assuming a consumer will immediately be faithful to the previous brand purchased, McKinsey states that today’s buyer continues to consider new brands available to them. McKinsey adds the element of the Loyalty Loop, which fast tracks future purchases, but in order for a brand to effectively qualify for this shortcut, they must have fostered lasting loyalty with the customer. And 95% of consumers say customer service is important in their choice of brand loyalty. In other words, helping a customer find the answer they need quickly is a significant indicator of whether or not a brand has continued ownership of that customer’s wallet share.

An additional complication is the increase in possible touchpoint locations: digital searches, email, social media, website, and more. In fact, 31% of millennial customers looking for help reach out to a company via Twitter. It’s important for an organization to connect all relevant touchpoints to a unified customer profile in the event of a customer service interaction, or they run the risk of further fracturing the experience and the relationship.

Brands must be willing to look critically at their existing systems to evaluate if they’re truly prepared to handle the significant amounts of data, devices, touchpoints, and the unified view necessary to provide a seamless customer experience. Tools driven by AI and machine learning are the only way to ensure a business can scale to keep pace.

The expectations for customer agents have never been higher; below are ways that AI magnifies data to bolster a support team so they can create optimal customer experiences.

Automate processes and tasks

KPMG has estimated that the service cost reduction with Robotic Process Automation (RPA) is as great as 75%. With the average cost of service centers continuing to rise — voice is $12 per contact, and live chat is $5 per contact — shifting resources to self-service through automation and a knowledge base can result in huge savings. Automation tools can decrease costs to just 10¢ per contact.

It isn’t simply the dollars and cents saved, however, that make automation so impactful to an organization. In one use case, automation can vastly improve worldwide organizations needing to route certain language speakers to agents who can communicate in that language. Additionally, by routing common questions and needs to a self-service portal or base that can both quickly and effectively solve a customer’s problems, agents are freed up to more quickly take on the more complex, nuanced issues that customers face.

While skeptics might be concerned about customers valuing human interaction above all else, according to this report from Statista, 88% of US consumers expect an online self-service portal. In fact, bringing numerous types of customer data touchpoints into one place — and from any resource — creates a more seamless, personalized experience for that customer. This method allows for both speed and a personalized approach to be achieved, and on the customer’s terms.

Augment existing agent support

When a customer dials into a service call center, provides significant information regarding who they are and why they’re calling, and is then directed to an agent for further assistance, the worst possible scenario is that customer then having to repeat all of that information…again. When considering a customer may have also reached out through email and even social media, it becomes even more crucial to use data in the right way. Much like being retargeted by an ad for a product you purchased yesterday, today’s customers are smart and expect organizations to be intelligent with their data. If, after interacting with a chatbot and providing all relevant data, a customer’s issue is escalated to a human agent, the customer expects an agent to already have the necessary context to properly manage the issue. That context should include relevant information like shipping number, previous conversations from both online and offline sources, and previous purchases made, combined into a unified customer profile.

Not only does the full customer data view aid with escalating issues directly, it can even be used to provide recommendations to the agents before even interacting with the customer. Through AI technology, an agent can be given an automated recommendation for how to best handle the customer’s request, eliminating both time and mismanagement; thereby improving the quality, time, and ease of service for both the customer and the agent.

When AI is used to capture data for context, the technology and the human agent become critical partners in providing the right customer experience. It empowers an agent to be a true specialist, who can change the customer’s outcome in a way automation cannot. The marriage between the two is what elevates the customer experience to a level that promotes long-term loyalty.

Proactively boost future outcomes

As a part of the new expectations customers have for service-related interactions, customers expect their preferred brands to be proactive in handling potential issues. For an organization this can be as simple as customer communication that informs of impending weather that will impact a shipment, or as sophisticated as predicting volume needed quarters in advance based on real-time interactions. In order to accomplish this, however, all relevant data must be gathered in a location where it can be acted upon quickly.

One use case could even enable leads and managers to get ahead of issues in-the-moment. For example, as a call is happening, the voices can be translated into text, then analyzed and graded in real time to measure key indicators that identify a call going south. Instead of arbitrarily choosing which calls to QA, or to QA all calls after-the-fact (and risk missing the ones requiring assistance), AI and machine learning can alert a team lead exactly when to jump in and improve the customer interaction as it occurs.

Antiquated technology looks reactively at improvement; the best customer experience requires proactive use of data as the touchpoint interaction occurs, rolling it into the most personalized experience possible.

Customers who have a good experience are three and a half times more likely to repurchase, and five times more likely to recommend to friends and relatives than those customers who have a poor experience. And 59% of respondents to the Microsoft State of global customer service report say that customer service expectations are higher than they were last year. In order for an organization to scale to meet the growing demand, they must provide a seamless omnichannel experience that connects all touchpoints, automates tasks and processes for maximum efficiency, and proactively uses real-time customer data to further create the best experience. Doing so will empower your agents, and build the trust your customers need to remain loyal for years to come.

Connecting all the data to relevant touchpoints and driving a hyper-personalized experience will change how your customers experience you and your product. Tune into our webinar with guest speaker from Forrester where we break down how you can create an elevated customer experience.

 

Leveraging Artificial Intelligence for Customer Service Without Losing the Human Touch

Customers have high expectations when it comes to the level of service they demand from brands. While the American Express Customer Service Barometer found that Americans are willing to spend up to 17% more on businesses with excellent customer service, the top reason most customers switch products or services is because they feel unappreciated by the brand. In fact, 33% of Americans are inclined to switch to a different company after a bad experience.

Unfortunately for companies, the cost of human support is high. Introducing artificial intelligence (AI) into operations is one way companies can control costs while improving their service abilities and maintaining the human touch that makes customers feel appreciated and valued.

What Is AI Customer Service?

While AI and machine learning may at first appear to threaten the customer service industry, they actually have the power to make customer service agents’ jobs less time-consuming and more fulfilling.

Integrated AI can instantaneously retrieve the data an agent needs, while the agent or support team deals directly with the human side of customer service. This eliminates the need for human agents to run multiple systems simultaneously to address customer inquiries. Rather than employ agents to work 24/7 in a call center, AI can be used to field and classify calls and messages so human agents are then able to work more reasonable shifts with increased efficiency and reduced physical and mental stress.

Through intuitive machine learning that constantly works to improve itself, AI allows companies to be present to the very best of their abilities along every step of the customer journey.

How Are AI and Machine Learning Being Used in Customer Service?

There are plenty of reasons why AI and automation should be loved, especially when it comes to customer service capabilities. Here are a few ways the technology is already being used:

Chatbots

Everyone has had the experience of needing a simple question answered by a brand, only to dread having to jump through customer service hoops just to get someone on the phone who may or may not have the answer. Conversational chatbots can make these conversations more seamless. Not only do conversational platforms help cut costs, they also can help your customer service scale and enable your agents to have more meaningful and productive conversations. By using chatbots to aid your live chat operations, your business will be able to engage customers in real time without the need for an around-the-clock staff.

Amazon, for instance, uses chatbots that leverage the data the company collects on all of its customers and their past orders. By allowing chatbots to access information about the customer’s past preferences, you can have the chatbot interact with customers up to the point where an agent is needed. Once the conversation is transferred to an agent, they can pick up where the chatbot left off.

Eventually, you can train your chatbot to not only acquire customer information, but also recommend the actions customers and agents should take next. If a customer simply needs a common question answered about a product they already purchased, the chatbot can direct them to a FAQ rather than contact an agent. This saves the human agent’s time and allows them to make better use of it dealing with more complex customer queries. All chatbot interactions can be automatically tagged in your AI system so they’re easy to track and reference, and can be used to improve future recommendations.

Robotic Process Automation

Robotic process automation (RPA) can be used to handle the necessary, but routine tasks that keep support agents from interacting with customers in meaningful ways. By taking care of low-priority, mundane tasks, RPA helps customer service agents reclaim time in their days that would be better spent handling high-value customers or fully addressing complex questions without feeling rushed.

RPA works across multiple systems to track user actions within an application to complete and perform tasks ranging from automatically replying to emails to routing conversations. The improved efficiency from saved time on menial tasks also saves companies money. Aside from cutting costs, RPA has the power to increase revenue by speeding up the rate at which customers are able to make purchases through your company.

Agent Specialization

In the past, automated phone systems performed data dips, moving customers through a phone tree where they were asked to “press 1 for a current reservation,” “press 2 for reception,” “press 3 to make a new appointment” or something similar. The flaw in this system is that the information collected was never handed off to the agent, and the customer would have to repeat themself once they were connected with a human. AI eliminates this unnecessary process — if a customer is calling about a product that’s discontinued, for example, there might not be a need for a human agent to talk to the customer only to relay that same information. This saves time for both parties by supporting your human customer service agent and saving the customer from exasperation.

Using AI to capture information about the customers and pass along only the absolutely necessary parts of that information allows agents to have more meaningful conversations and become more knowledgeable about the areas of the business that matter.

If a customer still wants to talk to a human even after discovering their product is discontinued, the agent can immediately begin the conversation by offering recommendations for other products the customer may like. AI doesn’t eliminate the need for humans, as many people incorrectly assume when they hear talk of using AI in customer service. Instead, it augments the human team and allows them to be better at their jobs.

Monitor Support Operations

When you use AI to monitor support operations, you can predict when conversations may start to turn from positive to negative. This insight allows managers to intercede accordingly, and no longer requires them to randomly audit customer service calls to regulate quality.

AI can also help monitor which responses result in reopened tickets. If response A, for instance, tends to resolve inquiries quickly, but response B results in the ticket repeatedly being opened, the system can recommend you eliminate response B in order to set your agents up for success. Managers and executives can use the data generated by AI to oversee customer service operations in a more clear, efficient way, improving day to day operations for everyone involved.

What Are the Advantages of Automated Customer Service?

Customer satisfaction is directly linked to the service experience, and so it’s important to make sure the customer journey is as seamless as possible. Integrating AI into your customer service isn’t about replacing humans. Rather, it is about arming your customer service agents with the information they need to have purposeful conversations with your customers, and using data to personalize your customers’ experience with your brand.

Incorporating AI customer service not only improves your relationships with your customers, it builds trust and increases brand loyalty. This means more repeat customers, and more word of mouth referrals for your business.

When you build an incremental strategy to roll out AI in your organization and optimize according to data collected, success is sure to follow. Using AI to build a more complete view of a customer’s relationship with the brand helps companies meet high expectations for exemplary service, and come across as anything but artificial.

Kustomer Offers AI Business Solutions

The Kustomer platform stands out among customer service solutions for the comprehensiveness of available customer data and its business process automation that is driven by branchable, multi-step workflows and custom business logic. Kustomer IQ is a groundbreaking new service that integrates machine learning models and other advanced AI capabilities with the Kustomer platform’s powerful data, workflow and rules engines to enable companies to provide smarter, more personalized, automated customer experiences with increased efficiency.

Kustomer IQ integrates machine learning, natural language processing, predictive analytics, deep learning and multi-dimensional neural network mappings as a part of its AI suite. Natural language processing involves the interactions between computer and human language, and dictates the extent to which computers are able to process and analyze large amounts of natural language data. Natural language processing is used along with text analysis, computational linguistics, and biometrics in sentiment analysis, also known as opinion mining, which helps companies keep a finger on the pulse of their target audience’s interests and values.

Companies that employ the AI suite are then able to use their own data to train Kustomer IQ’s predictive machine learning models, automatically customizing them to address their own business needs. With each new interaction and piece of data, these models learn and self-tune increasing their predictive accuracy and improving the decision making of both the models themselves and the customer service organizations using Kustomer.

Through Kustomer IQ, companies will be able to automate manual, repetitive tasks and essential processes of their customer service experiences. In addition, Kustomer IQ changes the way companies manage knowledge during a service inquiry by surfacing relevant insights and predicting future outcomes to enhance customer self-service, facilitate real time intervention through recommendations, and streamline proactive outreach. By automating everything and providing the right information at the right time, Kustomer IQ frees up agents to focus on more complex and emotional customer interactions, resulting in reduced costs and faster resolution of calls.

Features of Kustomer IQ include automated conversation classification, queues and routing, customer sentiment analysis, automatic language detection, suggested agent shortcuts, customer self-service, conversation deflection and workforce management. If you’re interested in learning more about Kustomer IQ and how it can help elevate your business’s customer service capabilities, download our ebook, explore our website and get in touch today.

Kustomer offers real-time, actionable views of customers, continuous omnichannel conversations, and intelligence that automates repetitive, manual tasks to make personalized, efficient and effortless customer service a reality.

 

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