‘Customer Support Cost’ accumulates for a larger part of an organization’s paycheck that they need to fulfill on an annuity.
Customer service is the most crucial component of the operation. As a result, it should be the primary concern of a company’s action plan.
Since the competition and customer expectations have increased, customer service has become an increasingly important driver of corporate growth.
Therefore, an organization must reconcile operational expenses with measurable outcomes.
Because most organizations are customer-centric, they need to deliver timely results. Therefore, competent contact center solutions have become critical in such scenarios by distinguishing a competitive corporate strategy from one that emphasizes customer experience.
How AI Can Reduce Service Cost?
Artificial Intelligence (AI) and Machine Learning (ML) algorithms can learn human behavior whether it be intent, expression of speech, sentiments, and feelings while emulating responses based on that through Natural Language Processing (NLP).
The main barrier to overcome is to address these issues and generate a valid answers that will help the customers.
Where, AI Chatbots and social integrated AI-based business accounts play an integral role that can reduce these costs by handling routine tasks and product/service customer queries , freeing up contact agents for spontaneous calls that require an entirely different approach is time-consuming.
8 Tips for Reducing Customer Service Costs
Reducing Customer Service Costs is always a priority for organizations whose primary concern is to deal with customers round the clock.
Because it takes up huge investments to hire individuals, train them, and then set up systems according to the company’s requirements. The whole process can get time consuming and tedious.
So, what shall be the way out in such a scenario?
Given below are 8 tips to reduce customer service costs:
1. Voice-enabled Support Chatbot
It is true, that with AI the monetary component of businesses gets lower overall and results are better driven.
Voice-enabled support chatbots help you deliver a cogent outcome that is fully automated and provides a human-ly response as if you are talking with a person. With the query time getting less by 3 minutes to deliver a service, the time taken to handle a particular customer and the numbers improve.
2. Multi-Channel Approach
In today’s world, having an online presence on multiple channels is a necessity to increase your organization’s visibility.
Therefore, it brings optimal results as more customers are dealt with through different channels of social media. It also leaves a good impression of your brand as the expected response time is met with and the customers feel like returning to opt for a product or service in the future.
This multi-channel approach allows helpdesk agents to keep track of all interactions and deliver immediate commitments derived from previous tickets and find resolutions.
Customer service administration can only be effective with the use of a Help Desk management system.
3. Assistance Desk Automation
Assistance Desk Automation allows you to reduce redundant scheduled tasks and operations that require multiple user authentication to proceed further. Otherwise, it takes unnecessary time and hampers customer service productivity.
It is of utmost importance to automate the process to generate more deliverables in a short span of time, as it cuts the recurring costs.
4. Self-Service Portals
Customers today don’t have the patience to wait for the service to reach out to them or for them to opt for an alternative option.
As with time, customers are getting more technologically sound and know the inside-out of the product through promotional videos and articles.
Therefore, it is important for a business to provide a self-service portal where they don’t have to wait for assistance and rather can take help from FAQs, organization’s compliance and procedures, guidelines, and forums.
5. Business Intelligence Analytics
Data-driven decisions and realistic financial goals can be made with the help of Business Intelligence Software. Where Analytics and statistics are crucial to identify the key areas that need attention to prevent needless situations.
Monitoring customer feedback and tracking their experience through their visits and actions is an effective strategy for keeping customers happy and for reducing costs.
6. Live Chat & Discussion Area
Isn’t it fascinating when customers help each other out just like people do in real life? Especially having a common topic at hand is a super tool that enables bonding.
‘Live Chats and Discussion Area’ gives you that edge where customers share their insights about the product and the efficacy of its uses, while all you need to do is just monitor.
It helps you know the features they are keen about as well as the areas they want to see an improvement. And it does cut your costs by a huge margin!
7. Guiding your Contact Agents
Organizations should give ample amount of time to training their contact agents to effectively increase their knowledge area to ensure they are functional at all levels of difficulties while dealing with a customer.
It not only reduces the cost but also increases the efficiency of the agent as their performance gets a major boost. Educating your agents every now and then helps them operate their tasks in a much more systematic way.
8. Personalized Experience
Personalized Experience being curated for customers generates optimal results when exercised in the right way, as machine learning algorithms are augmented by a human-supervised validation process.
It results in a more personalized experience that enhances intent matching over time.
When leveraging tailored experiences, marketers report a 20% increase in revenue on average.
From the above narrative, we get to know that businesses should plan on securing a prominent service CRM to perform better in the long term. It’s not just about cost-cutting but it is also related to time management, customer satisfaction, and the overall experience they desire.
The main priority is always customer retention and maintaining a high and consistent quality of service.
Now, it is for you to decide if you want to exceed your customer’s expectations and amp up your action plan to best serve your customers.
AI and ML co-dependently have been ruling the current market and it is the future of business. These are languages that are being used to integrate with technology to create a dedicated human system that can interact and perform on their own, which just increases your productivity.