Invest in Conversational Bots

Customers expect nothing less than immediate and seamless service whenever they interact with a brand. Generative AI chatbots have emerged as invaluable tools for businesses looking to meet these demands by delivering more human-like responses at scale across conversational channels such as live chat, social media messengers, SMS, or WhatsApp. It is essential to invest in conversational chatbots in 2024 to win over today's discerning consumers.

Freshworks commissioned a global survey conducted by Forrester Consulting, which revealed that:

70% of companies that pair chatbots with live chat grew by at least 10%.

Omnichannel Support

With the proliferation of communication channels, customers expect seamless and consistent support across all touchpoints. Businesses need to adopt an omnichannel approach to customer service, ensuring that customers can reach out for assistance through their preferred channels, whether it's phone, email, chat, social media, or self-service portals. Integration of these channels and providing agents with a unified view of customer interactions should be top priority for delivering a cohesive omnichannel experience.

Prioritize Customer Service Insights

Understanding customer behavior is key to ensuring their retention. Metrics like CSAT (Customer Satisfaction Scores) and Automated Resolution (AR) provide valuable insights into customer satisfaction levels, helping teams monitor and improve service quality.

But, here's the catch: many teams focus too much on metrics like call handling times and ticket closure rates, which prioritize speed over finding effective solutions. While these metrics are important, they only offer a narrow view of customer satisfaction.

Thankfully, with AI, businesses can dive deep into customer databases to uncover gaps between customer expectations and their actual experiences. Generative AI tools empower leaders to identify potential issues and streamline operations by providing real-time insights into CSAT scores, in addition to ticket volume, and resolution times. This enables businesses to proactively address customer needs and deliver exceptional service experiences.

Uniting Sales and Customer Teams for Success

In today's competitive landscape, it's crucial for businesses to break down silos between sales and customer service teams. Traditionally, these departments have operated independently, often leading to disjointed customer experiences and missed opportunities. However, by fostering collaboration and alignment between sales and customer teams, businesses can unlock significant benefits and drive success.

By integrating sales and customer softwares, businesses can streamline workflows and ensure a seamless experience for customers throughout their journey. This integration allows sales teams to gain valuable insights into customer needs and preferences, enabling them to tailor their approach and effectively address customer concerns.

Adopt Freshworks Solutions

To stay ahead in 2024, businesses must embrace innovative solutions like Freshworks' suite of products. With Freshsales Customer Service Suite or Freshservice at your disposal, you can effectively address customer needs and streamline operations.

Utilize Freshbots to deflect up to 70% of conversations, allowing your team to focus on high-priority tasks and enhance resolution times. Powered by Freddy Self Service, Freshbots offer seamless support across channels, elevating customer satisfaction and fostering loyalty. 

Ready to revolutionize your customer experience? Click here to book a Free Demo with us.

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