A few days back, I used a third-party shipping company. Normally, I get timely notifications on my order status.
This time? Nothing. No updates at all.
After a week, I decided to reach out through their app, figuring I could quickly get an answer. I typed in my question, and immediately a contact form appeared. It asked me to repeat the same question, and provide information the company already had.
The worst part? I still had to wait for an agent to come online just to get a simple update.
I was genuinely disappointed. I love the company, but this experience has me thinking twice. Not because of the product, but due to a not-so-great communication channel.
A lot of businesses have already adopted AI by now. And customers are already enjoying lightning-fast responses from AI-powered systems. So why are some companies missing out on this opportunity to give buyers what they want—an excellent experience? And what is the role of AI in customer communication?
Let’s look at how AI can streamline processes, improve response times, and bolster CX.
1. Improving Communication Efficiency
AI is changing the game in customer communication, and it’s not just about speed—it’s about smarts.
Suppose you’re running your online store, and a customer asks about their order status. Instead of digging through a pile of emails, AI instantly pulls up the order info for you.
But that’s not all. Remember my shipping nightmare? With AI, that long wait could have been seconds. Another great thing about AI is that it can handle multiple chats simultaneously, answering common questions in a flash.
The good news is that you don’t need to be tech savvy; there are some really approachable options out there. Take Groove’s AI features, for example. Our helpdesk software offers AI draft responses for support agents:
This means that as you’re working on a response to a customer, AI suggests helpful phrases or pulls up relevant info from your knowledge base.
And setting it up is a breeze. You just sign up for Groove, then set up your knowledge base. Then you create some knowledge base articles and start chatting with customers!
2. Providing 24/7 Availability and Accessibility
Customers these days expect answers fast, no matter what time it is. Which is why you need AI in your customer communication process.
When buyers contact you outside of business hours, instead of a “we’ll get back to you soon” message, they get instant, helpful replies.
Helply, our CX AI agent, integrates with your knowledge base to provide round-the-clock support. It takes care of over 70% of Tier 1 customer issues:
All you need to do is set up Helply on your website or in your app. When a customer has a question outside of your regular hours, Helply steps in. It uses your knowledge base to answer questions accurately, just like a human agent would.
This kind of AI tool complements your support team by handling the routine inquiries. In turn, your human agents can focus on more complex customer issues when they’re back online.
3. Bridging Communication Gaps and Enhancing Understanding
Ever had a customer who just couldn’t seem to get their point across? You struggled to understand what they really needed?
Let’s say you’re a US-based company running a global SaaS platform. A customer from Japan is trying to explain an issue with your software, but the language barrier is making it tough. Without AI (or the good fortune to have a native speaker on your team), you’d be stuck feeling frustrated.
AI can analyze customer messages, picking up on subtle cues and context that might slip past a human eye. It can detect when there’s a misunderstanding brewing, and step in to clarify things before they escalate.
But here’s the real kicker—AI doesn’t just translate words. It translates intent too. It can figure out what your customer really needs, even if they’re not great at explaining it.
And that’s where Groove comes in handy once again. Our helpdesk understands sentiment. When a customer message comes in, AI analyzes the content and customer tone:
Is the customer frustrated? Confused? Excited?
The AI picks up on these cues and flags them for your team. This means you can tailor your response to not just what the customer is saying, but how they’re feeling.
4. Personalizing Customer Interactions
Every customer is unique, with their own preferences and history. AI can tap into that data to create tailored experiences that make each person feel special.
For example, when a returning customer visits your website, AI can greet them by name and recommend products based on their past purchases or browsing history.
But there’s more to the level of personalization that AI can do. For instance, AI can customize the entire customer journey, from the moment they land on your site to the follow-up after a purchase.
For example, if a customer frequently buys a specific item, AI can proactively send them a personalized offer. This kind of attention to detail shows customers you understand their needs, building loyalty and trust.
5. Providing Proactive Customer Support
Solving problems before they happen is the dream of every customer support team. Instead of waiting for customers to report issues, you’re able to stay ahead, offering a better experience.
With AI, this dream can become a reality. How? By using our AI agent, Helply, to perform:
- Knowledge gap identification. Helply’s knowledge bridge feature analyzes customer conversations and support tickets.
- It spots questions that aren’t covered in your documentation. This lets you create new content, or update existing resources before customers even ask.
- Trend analysis. Helply examines patterns in customer inquiries. It can detect emerging issues and common pain points.
- For example, if there’s a spike in questions about a feature after an update, Helply flags it. Your team can then create a guide or consider tweaking the feature.
This proactive approach solves problems and prevents them. In SaaS, where customer experience is crucial, prevention beats cure every time.
Supercharge Customer Communication for Your Small Business
We’ve seen how AI is revolutionizing customer communication in SaaS. From 24/7 availability to personalized interactions, AI is changing the game.
Helply, our AI agent, takes this to the next level. With features like knowledge bridge and trend analysis, Helply helps you stay two steps ahead of customer needs.
Sentiment monitoring catches potential issues before they escalate. There’s also personalized recommendations that make every customer feel understood. And when a human touch is needed, Helply’s smart escalation ensures smooth handovers.
As a result, you’ll have happier customers, a more efficient support team, and a stronger bottom line for your business. Get started with Helply to supercharge customer communication today!
