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Luisa Crawford Aug 22, 2024 16:29 Discover how Speech AI models are revolutionizing customer service by providing better insights through conversation intelligence platforms. Finding the right customer service representative can range from frustrating to infuriating for many consumers. Being forced to repeat their problems and questions multiple times as they get passed off to different departments sends a message that customer experience isn’t a top priority and neither is meeting the basic needs of those customers. The exchanges can feel cold and impersonal, souring relationships with businesses, sometimes before they even start. These experiences are not an anomaly: More than 60% of consumers in 2023 felt that most companies treated them like a number. And B2B customers weren’t feeling much better. About 60% of business buyers said sales representatives weren’t taking the time to get to know them, while more than 70% said that their interactions felt transactional. That is risky behavior for companies in today’s marketplace. More and more, consumers are showing a willingness to switch brands, so relying on customer loyalty isn’t a safe bet. To help achieve better consumer satisfaction, many companies are turning to conversation intelligence platforms that combine voice of customer data and AI analysis to better understand their customers’ needs and experiences and produce better engagement in the long term. The Power of Personalization in Customer Service For businesses that want to build strong relationships with their customers or take advantage of shifting marketplace dynamics to attract new customers, personalization is key. That doesn’t just mean sending discount codes to buyers on their birthdays. Companies must be able to accurately assess and anticipate how their customers’ preferences are changing and tailor their experiences to meet those needs. Consumers want timely assistance from humans, and service should be consistent no matter which representative a customer…

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Filed under: News - @ August 22, 2024 11:17 pm