Something new is always being invented, and there has undoubtedly been change, whether in a product or service. Businesses and people altogether undergo the same process.
Businesses venture into other areas and decide to bring in new items. Changes like this one aid in the expansion of businesses. And people (in this case customers), their behavior mostly changes and this is why businesses should have a way to understand them better.
Now this is where predictive analytics (PA) comes in the picture. By using Call Center Studio’s cloud call center software, companies can understand what their customers need before they even ask for it. This makes it easier to provide outstanding service and ensure that customers are happy.
Are you excited about the possibilities AI presents for your company? Continue reading.
How Can AI Be Used to Improve Customer Service?
AI is what we call a ‘savior in times of crisis’. This is because it can easily automate simple tasks and give useful insights to customer support teams.
When agents have help at an arm’s length, it means customers can get the answers they need faster and agents can work on more pressing issues. With that said, below are some ways AI can better your customer service.
Chatbots
AI-powered chatbots act like front office representatives. They are always standby waiting to offer their service. This can be in the form of answering simple questions, solving problems or even guiding clients through processes they don’t understand. The best thing about investing in bots is that they are available 24/7. This means clients can call anytime without having to wait for opening hours.
Personalization
Personalization is all about thinking about what the customer wants and what makes them happy. And then you can tailor your service to fit their expectations. AI can easily track what a client likes and dislikes and then it can suggest products that can appeal to their customers. This is a great way to make your audience feel special and understood.
Reducing Human Error
Humans are prone to make errors. It’s in our nature especially when we are tired. Customer support agents deal with a lot of customers, day in and day out. This means their schedule is very tight and it can be tiring.
So it’s normal to make mistakes sometimes even when it’s not intentional. AI helps reduce these mistakes by providing consistent, accurate responses.
Product Innovation
Your customer support staff has consistently been a valuable resource for innovative new product ideas and product extensions.
AI can create more marketing opportunities by analyzing large amounts of customer data. It can also find patterns that humans might miss.
How is AI Used in Predictive Analytics?
Predictive analytics does what the name implies: predict. Predictive analytics uses historical data with statistics to make future decisions.
Predictive analytics models are becoming more accurate and useful thanks to AI. Below are some examples on how AI is used in PA.
Data Collection
AI collects data from various sources. It will review past purchases, the browsing history, and even social media activity. This data is then kept and organized to be analyzed later.
Pattern Recognition
When it comes to identifying patterns in data that people might overlook, AI shines brightest. For instance, if a regular customer buys a particular item most of the time, it can determine what they might purchase in the future.
Predictive Models
Once AI finds these patterns, it builds models that can help in predicting customer behavior. Problems arise in any business and it’s your job as a customer service manager to look for ways to handle these issues effectively.
AI can review a problem raised by a customer and predict whether the same issue will come up with others soon. This gives companies room to prepare beforehand and come up with solutions.
How is Predictive Analytics Used in Customer Service?
Predictive analytics helps businesses guess what customers need. By looking at past data, companies can make their service more personal and fix problems before they happen. This helps keep customers happy and makes businesses grow. Below are a few ways predictive analytics can be used in customer service:
Proactive Support
Artificial Intelligence has the capability to identify a problem before a customer realizes there is one. Predictive analytics, in this case, enables companies to get in touch with clients before they report an issue. This helps companies to stay ahead of the curve and armed with solutions for different problems.
Handling Complaints
On customer support, you will often find one customer happy and another complaining. Well, this is normal in every sector of a business. Not everyone can be content with the service they receive. Maybe they want something tweaked or even tailored to their needs.
Predictive analytics, using customer behavior prediction models, can detect or identify this trend.
This gives customer service leaders ample time to reach out to these customers (with complaints) and offer solutions, way before the customer complains.
Staffing
There are low and high peak times in every business. So, it’s best to be prepared when peak time arrives. Predictive analytics can easily help you identify such times. This aids businesses in having a enough workforce in advance. It increases consumer happiness and cuts down on wait times.
How AI Can Analyze Customer Reviews?
Customer reviews are a treasure trove of information. But sorting through them can be quite difficult. AI makes it easier by analyzing these reviews and extracting valuable insights. This analysis helps businesses learn how to predict customer behavior and look for solutions beforehand.
Sentiment Analysis
AI can quickly determine the overall mood of customer reviews. This helps businesses understand how customers feel about their products or services.
Highlighting Key Points
Not all reviews are created equal. Some might provide very useful feedback, while others are just general comments. AI can highlight the most important points, saving businesses time in reading through all the reviews.
Learning from Feedback
AI doesn’t just stop at analyzing reviews—it also learns from them. If many customers mention a certain problem, AI can help the business understand why the problem is happening and suggest ways to fix it.
Conclusion
Are you tired of letting down your customers? Partner with Call Center Studio and your problems will be blown away. By using their cloud call center software, you will be able to understand fully what your clients want and tailor your services to their needs.
Predictive analytics is here to stay. Thus, don’t allow this chance to pass you by. Keep your customers happy and watch your business thrive.
