The product’s price and quality are no longer the only factors that customers consider when deciding whether to purchase or not. A significant factor that affects their decision is the overall customer experience.
If they are satisfied with the customer service, there’s a higher chance they will do business with you. However, a negative experience could turn them off. You may not only lose them as potential clients, but they could spread the word, damaging your brand.
For this reason, many businesses continuously look for ways to improve their customer service, including using AI or artificial intelligence.
From doing everything manually, it’s now a common sight for companies to use AI and other technology to serve customers better. Here are ways that AI improves customer experience.
1. Personalize offers
The more data you feed your system, the more it learns and improves its function. One of its features is that it can personalize the offers to customers, enhancing their experience since they can easily find things they are looking for or are interested in.
It could also suggest items related to the products they may find helpful. AI does this by analyzing customers’ data, including their buying behavior. It’s also a win for the business as it increases sales.
2. Fast and efficient decision-making
In this fast-paced world, quick decision-making is crucial, as any delay could mean a loss in the business. However, speed is not enough as you should also do it efficiently.
An example of this is AI-powered pricing software used in the insurance industry. When clients request an insurance quote, the agent will consider various factors to determine the premiums they have to pay, which could take time.
But an AI will analyze the data and efficiently and quickly generate a quote that fits the needs and situation of the clients. As a result, they would likely buy the insurance.
3. Better security
Customers give high importance to the security of their information. AI strengthens your business operation’s security, assuring clients.
For instance, if you have an e-commerce site where clients can shop and pay for their purchases, they will not have second thoughts about completing the transaction if they know that your site is secured.
AI can effectively secure data and prevent unauthorized access. Moreover, customers may receive notifications if the system detects access from an unknown device or location, so they can verify it and immediately take action if it’s not them.
4. Employees perform better
AI can do repetitive and tedious tasks that would otherwise consume plenty of time and energy. Because of this, employees can focus on other essential tasks.
It also prevents burnout, leading to employees performing better. In addition, customers will be happier getting top-notch assistance from the staff.
5. Cost reduction
Companies don’t have to get additional employees as AI can help manage the tasks more effectively. Moreover, it prevents errors that could be costly. They can pass down the savings to the customers to enjoy more competitive pricing.
AI does not eliminate the use of humans in business operations. Instead, it makes the process more efficient, which leads to a better customer experience.