Carta’s CRO talks about delivering consistently good CX across the customer journey and why customer success is everyone’s responsibility.
The New Currency: Three Strategies to Save Customer Time
Customers value their time. It has been said before, but now it’s more true than ever. Time is a priceless commodity. It’s almost a form of currency, and it’s being spent carefully, with consumers seeking out brands that value it as much as they do.
In fact, Forrester claims ¾ of customers say time savings is the most important thing companies can offer when it comes to customer service. That’s why it’s no surprise that 90% of customers are also looking for an immediate response from businesses, whenever and wherever they are.
Many companies have tried to rise to the challenge by introducing an automated support chatbot. But without the right chatbot solution and strategy, both businesses and their customers are missing out on the real time-saving opportunities.
Here are three unique ways to use an AI-powered chatbot to save both time and effort, including Ada’s new platform feature called Predictive Suggestions.
1. Get ahead with proactive chat
Imagine having an issue and visiting the company’s website only to be greeted by a virtual assistant that offers help before you even have to ask. Not only would this save you time, but you would likely find the experience to be surprisingly delightful.
With Ada, this isn’t just a nice idea. It’s a foundational part of our platform.
With Ada, website visitors are engaged with unique, proactive content tailored to their search behaviour, personal information, and intent. This reduces customer time to find support, while providing a self-service experience that instantly solves 70% of inquiries.
2. Provide the answer faster
With customer time carrying such value, it’s not just about providing the right answer -- it’s about providing the right answer with accuracy and speed. By 2020, 45% of consumers say they will switch brands if a company doesn’t actively anticipate their needs (SalesForce).
That’s why Ada recently launched a new feature called Predictive Suggestions, a powerful use of Ada’s AI that suggests answers to customer questions even before they’ve finished asking them.
With Predictive Suggestions, when the customer begins writing their inquiry, they are provided with a list of potential questions and actions that can be solved by the chatbot. Not only does this reduce customer time to solve their inquiry, but this new feature guides them to phrase their questions to receive a more relevant and accurate response.
3. Reduce uncertainty with hyper-relevant, personalized content
Most of all, the right chatbot isn’t just about providing quick service. It’s also about providing personalized service and automated support that speaks to customers as individuals and not ticket numbers.
By integrating with a business’ back-end data, a customer service chatbot like Ada can pull tailored content and responses individualized to the customer’s account information, loyalty and interests. By saving and updating that information over time, customers are not required to answer the same mundane, repetitive questions each time they look for service. This does more than save them time -- it provides an experience they could never have had even with human service agents.
With these new tools, businesses are able to make real changes to the way they interact with consumers. With the right platform in place, businesses can save time and solve problems, but also build loyalty, and in some cases even drive sales.
That’s invaluable, because like time, loyalty is a currency that you can’t set a price on. Reach out to Ada to learn more.
Ruth is a skilled and metrics-driven marketing strategist who believes in evidence-based revenue growth. Ruth has worked for two decades serving B2B clients in the technology, financial services and non profit industries. Currently, Ruth is the Chief Marketing Officer at Ada, where she oversees Growth, Product Marketing, Brand and Business Development.