A positive customer experience can help to retain and grow your customer base – how can AI help with this?
Customer experience is key to success as it drives customer retention and helps to grow your existing customer base. A good customer experience is particularly important online as, according to Statista, in the United Kingdom over 80% of the population make online purchases. This means that over four in five UK consumers are digital buyers.
AI can help to boost customer experiences as, according to the Zendesk Customer Experience Trends report, businesses that leverage customer data see 36% faster customer resolutions, a 79% reduction in wait times and they solve four times the number of customer requests. But what is it about AI that makes the difference?
It can predict your customer’s needs
With AI, customer needs can be anticipated with predictive personalisation, which is the ability to predict the behaviour, needs and wants of your customers. AI assesses various factors, such as past purchases and online behaviour, to predict items that the customer might be interested in or tell them when it is time to re-order.
It can offer customers customised recommendations
On top of predicting the needs of the customer, AI can also help businesses to offer customised recommendations by analysing customer data and key metrics to recommend products and services to customers based on their browsing and buying preferences.
In addition to this, AI can also analyse huge data sets and draw information, such as the weather and location, to use this to suggest relevant content to customers. According to Segment’s State of Personalisation 2021 report, 60% of consumers say it’s likely they will become repeat buyers after a personalised shopping experience with a retailer.
It offers 24/7 communication
AI chatbots can offer 24/7 customer support and address concerns quickly and concisely. According to Timetrade, businesses lose more than 75% of customers due to long waiting times, so making sure customers’ concerns are solved quickly is key to a positive customer experience.
It can help to create seamless customer interactions
AI can track conversations with customers for seamless interactions. This is especially important for businesses offering omnichannel communications across several sites, from the company website to social media sites such as Facebook and Twitter. This is because it can be frustrating for customers if they are having to switch between communication channels and repeat themselves.
AI is a crucial tool for businesses to build a positive experience for their customers and plays an important role in retaining and growing a business’s customer base. According to Zendesk, 50% of consumers will switch to a competitor after one bad experience, and 80% will switch to a competitor after more than one bad experience, so businesses must put customer experience at the top of their priority list.
Be the first to comment