More people are shopping at home now than ever before. This means that e-commerce businesses have the opportunity to grow and be more successful. In order to do this, you need to know how you can retain your customers and attract more, as well as continue to offer better services.
Voice of the customer programs are a great way for you to better understand your buyers and adjust your business accordingly. Artificial intelligence or AI advancements are improving how you can use the voice of the customer programs. Let’s take a look at four ways AI is doing this.
AI Can Analyze Customer Buying Behavior
In business, there will be times when customers churn faster. This happens to everyone. But the most important thing is you understand why it is happening so that you can improve their customer journey and change their mind. The AI voice of the customer programs can help you do this. Algorithms can be used to analyze customer data and see what new campaigns you can introduce.
AI Can Help with Service Recovery
If something goes wrong with your customer, you need a good service recovery strategy to get things back on track. For example, a customer that becomes dissatisfied with the service you offered them will soon go to a competitor. It is unlikely they will ever return to your business once they have had a bad experience. The only way to avoid this happening is to have a service recovery strategy that can challenge them into changing their minds. This is something that artificial intelligence can help with. It can help to personalize the service recovery to that customer in order to maintain a good relationship with them. Smart technology and algorithms can work out what went wrong and present ways that you can convert that customer into a loyal one.
AI Can Help with Customer Feedback
Of course, let’s not forget that one of the best ways to improve your business is to listen to your customers directly. For example, you can use artificial intelligence to help analyze the customer conversations that you have. They can give feedback on their experience and you can use this information to move forward. For example, you can use real time transcription software to turn the audio into useful information that you can use in planning your business advancements. This software is simple and saves you having to listen to all of the customer audio. You will have all of the details needed to make beneficial changes to your business that customers will like.
AI Allows Better Understanding of Campaigns and Promotions
We all know that campaigns and running promotions can help boost sales for your business. But you need to understand whether they are working in order to avoid wasting your time and money. Buying behaviors are changing all the time. But the good news is that artificial intelligence can help to quickly and successfully monitor campaigns and promotions that you are running to see if they are helping or hindering customer activity.
AI Allows the Offering of Linguistic Services
With linguistic services, you can understand digital conversation in many ways. You can do a sentimental analysis to know if the digital interaction generated a neutral, negative, or positive tone. Likewise, you can check if the consumer expressed fear, sadness, anger, or happiness during the conversation. The system will help you determine how much effort the consumer exerted to contact you or solve their issue. Doing an in-depth analysis, you can predict if the consumer is likely to cancel an order or leave your store. You can extract topics and analyze the conversation to determine the subjects discussed during the interaction.
AI Insights Lead to Customer Satisfaction
Call centers using AI to gain insights into interactions between customer support, and customers become strategic partners in heightening improvements in financial performance and customer satisfaction. Customer analytics identify how to reduce customer handling time, increase self-service, cut employee costs, and improve conversion rates on service-to-sales calls.
AI Influences Brand Perception and Loyalty
Promotions, campaigns, cross-sell, and upsell are marketing tools to improve brand perception and loyalty. With AI analytics, it becomes easier to tailor marketing efforts across different channels, such as mobile and e-commerce platforms. With more customers going online to shop, businesses can take this opportunity to retain these customers even when the pandemic is over. You can quickly check which marketing tool is more effective for a specific platform or customer demographic. It is simpler and faster to monitor campaign rates and customer loyalty rates when using specific promotional activity, which is the essence of using Voice of Customer and how to use it for customer service.
AI can change the customer experience, both when talking to the customers and analyzing their VoC interactions. It is vital to implement a system that conforms to your needs and choose a vendor that completely understands your business and target market.