Customer service teams face a number of all-too-common workflow issues that can impede their ability to actually serve customers, but new automation and artificial intelligence solutions can now help customer service avoid becoming overwhelmed. The first and perhaps most important area that automation can help customer service is in managing call volume.
We’ve written about how AI use is expanding across the enterprise and early-adopters are leaving the competition behind.
We’ve shared how AI is a superpower for customer support execs facing the daunting task of delivering scaled, personal and cost-effective support.
In an advancing digital-first world, customer support’s business imperative is a tough one: deliver customer satisfaction that can scale across thousands or millions of interactions at significantly lower cost. Trying to achieve this with a “business as usual” approach won’t work. But by unleashing AI and automation in their businesses, customer support executives can actually deliver on this.
We are constantly working on two things at Talla: 1) Automating away ever more Service and Support tasks, and 2) Working everywhere that you work. In order to fulfill both of these pieces of the Talla vision, we have to continue to integrate with more tools. Today we are excited to announce integrations with HubSpot, Zendesk, and Jira.
Customer support representatives have a challenging job that sometimes requires superhuman patience, speed, and product knowledge to handle -- to the point that many support teams struggle to close calls at an efficient rate.
Your support team’s productivity directly impacts your customers. When your support team is bogged down with tickets, repetitive questions, and is stuck searching for information, it impairs their ability to provide quality service. With customer experience becoming increasingly important, this is a huge problem. In fact, according to the American Express 2017 Customer Service Barometer, “33% of Americans say they’ll consider switching companies after just a single instance of poor service” and, “Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience”. Long story short, your customers expect excellence from your customer support team.
Topics: Customer Support
At Talla, we have an automation platform for support teams that automates much of the support process away. It's a combination of a very different knowledge base (although we work with other KBs) and a chatbot. What is unique about our product is that you don't have to script out anything. You don't have to build bot decision trees. The bot learns from your Support documentation like a human would. Then it connects to your other Support systems to take action. Instead of a search engine, it's an action and automation engine that you can control from a web, or chat interface. (Plug: If that sounds cool, get a demo.)
One question that we often hear is, “How is Q&A in Talla different than search?” While both are ways of finding information that you’re looking for, Q&A gives users a specific answer to their question, whereas search provides a list of possible places that your answer might be. Search makes you do the work of finding the answer by digging through the results. Ask yourself: Would you rather have the treasure in front of you or a handful of maps that might lead to it?
Customer support is one of the most challenging, time-consuming, and costly aspects of any business, but artificial intelligence software can help make your customer support team more efficient. Below are five steps in your tech support workflow that AI can speed up, simplify, or streamline.