Salesforce & Zendesk leverage AI to improve software CX capabilities
With the exponential growth of digital technologies, businesses need efficient ways to leverage them for better CX. Artificial intelligence (AI) is one such technology that leaders have quickly adopted to improve customer service across all industries.
In this blog post, we’ll explore how two prominent software companies, Salesforce and Zendesk, recommend using AI to improve CX capabilities. We’ll discuss how these tools can help your business optimise its CX efforts and some best practices for implementing AI-driven strategies in your organisation.
Drafting marketing materials
AI is revolutionising customer experience capabilities and marketing material creation. From making sure customer service representatives are always on the same page to crafting marketing campaigns that use customer data in tailored ways, AI is transforming how businesses handle customer interactions and engagement.
By leveraging AI technologies like natural language processing, marketers can create more accurate and relevant content in half the time it takes to write it yourself. Software developers can adapt existing content for a better customer experience without completely overhauling it.
With the help of artificial intelligence, companies can ensure their market materials are catered to each customer’s unique needs and preferences.
Personalisation is becoming increasingly popular in customer relations. With the help of AI, it is now easier than ever to create bespoke customer experiences tailored specifically for individual customers.
AI helps to process data faster and better so businesses can anticipate consumer needs and deliver a more personalised experience to each customer.
AI also provides more accurate recommendations on products and services, providing users with offers they would be happy and satisfied to accept.
It’s no longer enough to provide generalised marketing to every customer segment. We want personalised customer experiences with marketing efforts directed to our exact requirements.
Salesforce found that 65% of customers say they will stay loyal if a company offers a more tailored experience.
AI saves businesses time debating individual preferences and provides greater insight into how customers interact with their brands.
In short, AI is revolutionising how companies understand their customers’ wants and needs – making personalisation in customer services easier than ever!
Utilising intuitive customer data
With the rise of artificial intelligence (AI), businesses are now better equipped to deliver specialised experiences to their customers.
AI makes it possible to process customer data quickly and accurately, gaining valuable insights into individual consumer behaviour.
Companies can use this data to create customised services and experiences tailored directly to each customer’s needs. By doing so, businesses benefit from increased customer satisfaction, loyalty, and engagement, as they cultivate meaningful relationships through messaging that speaks directly to an individual consumer’s preferences.
With AI-driven technology, companies have the power to tap into rich customer data stores and form lasting bonds with their users.
Replacing 3rd party cookies
With third-party cookies on the way out, marketers are facing the challenge of gathering high-quality data useful for making decisions and optimising their campaigns. In fact, Salesforce found that nearly half of business leaders expressed worry that they need to understand their data better because it’s too complex or inaccessible. The good news is that AI can help small marketing and analytics teams use existing first-party data to gain deeper insights and optimise their campaigns.
By leveraging AI, marketers can find new and exciting opportunities to boost engagement by considering past successes and failures, as well as predictive analytics. In this way, AI will be an invaluable asset in helping organisations gain better customer understanding and make informed decisions amidst this cookie-less future.
Providing 24/7 customer service
In today’s digital age, providing 24/7 customer service is necessary for most businesses. Chatbots are becoming increasingly popular to provide this level of customer service. Our tech partner, Zendesk, found that a whopping 59% of business leaders report a ‘measurable return on investment’ as a result of AI.
Chatbots provide customers with conversational interactions that can quickly and accurately answer their questions at any time of the day or night.
They are often powered by artificial intelligence and natural language processing algorithms, so they can respond to unique queries and ask follow-up questions for clarification.
Take Laiye, for example – a low-code chatbot platform that helps you improve service quality and increase your team’s productivity. At redk, we work with a number of AI solutions to help our clients streamline and improve their customer experience. From Laiye to Amazon web services, we know how to connect your customers with cloud-based omnichannel solutions fully integrated into your CRM.
Businesses can use chatbots to offer personalised support and reduce the workload on customer service teams, thus creating a more efficient and effective customer experience. With more businesses now relying on chatbot technology, providing 24/7 customer service has always been challenging.
Chatbots across different industries
AI and chatbots are used to enhance CX across many different sectors – from finance to manufacturing.
Financial services leaders are increasingly adopting chatbots and conversational AI to optimise their customer service strategy. They are the most likely to report an increase in return on investment in their customer experience in the last year. So, it’s no wonder they also plan to increase their CX budget in the next 12 months to further these positive results.
Then we have the manufacturing industry – where AI solutions can be used to drive growth and sustainability. After a rough few years with supply chain issues and the pandemic, AI can help manufacturing companies get back on track.
Finally, European retailers have started to use AI to improve the customer journey and refine demand prediction. Many retailers are starting to increase their CX budget to embrace the benefits of AI and the profits it can bring in.
It’s clear that chatbots are becoming an integral part of modern industries due to the considerable value they can add throughout the customer life cycle.
Embracing the omnichannel strategy
The omnichannel strategy is the key to success in today’s digital world. By utilising this approach, businesses can engage with their customers on various fronts – from social media and website presence to email and physical locations.
An effective omnichannel strategy simplifies customer service, boosts customer satisfaction and loyalty, and ultimately helps to increase sales and retention.
It can also be used for marketing campaigns by providing unified experiences across multiple online and offline channels. For businesses that want to stay ahead of the curve, embracing an omnichannel strategy is essential for success.
Here at redk, we help businesses implement intelligent automation, machine learning and robotic process automation to achieve maximum ROI. We support your team through the entire process so you can fully get to grips with omnichannel solutions.
To conclude, marketing is an essential endeavour that can make a significant difference in the success of businesses. By taking all the aforementioned steps, companies can update and enhance their strategies and better engage their customers. The time to act is now; start boosting your marketing efforts today so you don’t miss out! Talk to us to find out how we can help you.