Emtropy + SupportLogic: Empowering the next generation of Support Experience powered by AI
SupportLogic’s VP of Ecosystems, Harish Batlapenumarthy, shares why he joined the company and what he believes lies ahead for customer support technology.
Inside Big Data
Author: Krishna Raj Raja, Found and CEO at SupportLogic
There’s no denying it – AI is reshaping many (if not all) of today’s industries, prompting many organizations to accelerate their adoption of predictive and generative AI-powered tools faster than ever before. Why? Because they’re witnessing AI’s immense success in enhancing efficiency and productivity, refining operations, and driving tangible growth. It only took ChatGPT two months to get 100 million users, making it the fastest-growing consumer app in history, outpacing Facebook, Instagram, and even TikTok by a wide margin. It’s clear that businesses realize AI’s advanced ability to align with and learn from human preferences will extend beyond a passing fad.
A key area where this alignment is proving crucial is in the customer support space. Businesses must perform a balancing act between maintaining personalized touchpoints while also scaling in an increasingly digital age. AI shines here, offering a highly efficient way of achieving those touchpoints, even as user bases expand. This not only improves and future-proofs support strategies, but the increased customer retention from these efforts will directly impact bottom lines.
Early research by Bain & Company showed that for service industries, a 5% increase in customer retention produces more than a 25% increase in revenue. Given this emphasis on customer retention, it’s essential for organizations to refine their support strategies and tap into the most advanced technologies available. Generative AI, trained on extensive datasets, is uniquely positioned to proactively anticipate customer needs and provide consistent, round-the-clock support.
AI-driven insights will also elevate customer support operations, offering invaluable product development and service enhancement guidance. By doing so, customer support changes from a cost center to a vital revenue driver, unlocking untapped avenues for growth.
Observing and Amplifying the Customer Voice
When we talk about brand experience, the foundation is formed by delivering a unified, consistent standard of service and support. Offering anything less than a premier customer experience is not an option. It’s also not enough to base experience improvements in reactivity. With the power of AI at the ready, we must observe and tap into the customer signals that have been hidden or neglected for far too long.
When using AI to ensure a more uniform customer experience, it’s vital to proactively oversee all interactions between customers, human agents, and virtual agents. This level of observability is critical for gaining control over the entire support journey. Predictive AI offers a significant business advantage by unveiling customer insights that might otherwise elude support managers in routine interactions. Consequently, these can shape product strategies and establish a benchmark for future customer engagements.
In addition to predictive AI, here are a few examples of how Generative AI addresses inconsistent customer support experience challenges:
Even in an era of AI, your business is still at the forefront of building trust and fostering lasting customer relationships. Looking ahead — companies shouldn’t only invest in AI technologies but also on how to properly integrate them. In other words, AI should not and cannot be the captain steering client relationships but rather a digital compass helping to do it at scale. AI must be seamlessly woven into the fabric of the company’s workflows and leveraged as a supporting tool. If correctly done, customer support leaders will see a significant boost in customer retention, lower churn rates, and stronger customer relationships.
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