Business leaders are always influenced by AI, which promises personalised and efficient interactions at every step of the customer journey. According to the Zendesk’s customer experience trends report, 57 percent of customer experience leaders plan to improve their AI investment by at least 25 percent over the next few years.
One research study also indicates that the growth rate of artificial intelligence will be around 33.2% between 2020 and 2027. Nowadays, companies are constantly seeking different ways to engage with their customers and increase sales.
An innovative way to increase customer engagement is through generative AI. This technology uses machine learning to create unique experiences for each customer. It helps personalize interactions, making them more engaging and effective
360 Degree Change in the Customer Experience with AI
Integrating AI into customer experience has led to a 360-degree transformation of various aspects of the customer journey. AI algorithms have the power to analyze how companies anticipate customer needs and trends, enabling proactive measures by optimizing inventory management.
We are already witnessing the successful journey of AI in multiple industries and fields. Let's talk about Tesla's autonomous cars, Google's digital assistant Siri, and Amazon's Alexa, which are the growing examples of AI.
However, if companies want AI-driven customer support, they need to find innovative ways to boost customer engagement.
5 Innovative Ways To Boost Customer Engagement With AI
1. Personalise your Customer Experiences
Personalizing customer experience is the road to customer success and loyalty. Conversational AI can help companies to deliver personalized experiences at scale.
For example, Netflix’s personalised recommendations suggest movies and TV shows based on your viewing history, preferences, and ratings.This level of personalization keeps users engaged and helps them discover content they might enjoy. Netflix estimates its recommendation system saves the company $1 billion every year in customer retention costs.
By analysing this data, companies can follow the following strategies to personalise customer engagement.
- “Choose Wisely”: choose dynamic content on websites, marketing campaigns, and emails based on customer preferences and behaviour.
- Address customers by their names and send relevant offers and updates based on their interests to give them a personalised feeling.
- Predict customers’ needs to provide proactive support through AI-driven analytics and insights.
- Design a feedback form and address the customer's concerns or suggestions promptly to show that their feedback is valued.
2. Provide Quick Resolutions
Pay close attention to the customer’s issues or concerns without any interruption. A HubSpot report shows that 90% of customers rate an immediate response as important when they have a customer service issue.
AI chatbots can automatically pull up the question and provide relevant information. They can also easily filter spam messages, ensuring agents don’t waste time on false tickets. Moreover, it helps you offer proactive customer service to customers.
By demonstrating how businesses strategically implement quick resolutions to enhance customer satisfaction, follow the following strategies to provide quick resolutions.
- Acknowledge the problem and express empathy towards the customer’s situation.
- Give a sincere apology to the customer if there is a mistake or inconvenience.
- Give one or more problem solutions to address the customer’s issue.
- Take a follow-up with the customer to ensure their satisfaction and willingness to continue doing business.
3. Use Sentiment Analysis to Analyse Customer Feedback
Sentiment analysis involves analysing text data to determine the sentiment expressed within it, such as whether it is positive, negative, or neutral. AI has the power of sentiment to analyse the tools that are capable of understanding emotions, attitudes, feelings, and opinions.
For example, in a social media sentiment analysis scenario, a retail company conducts a sentiment analysis of customer sentiment regarding its new product launch on social media comments. Salesforce discovered that 73% of consumers expect companies to understand their unique needs and expectations.
Companies can follow the following strategies to provide customer feedback.
- Gather customer feedback from various sources, like surveys, reviews, social media comments, and customer feedback.
- Utilise natural language processing or machine learning techniques to classify the sentiment of each piece of feedback.
- Compare the analysis over time or against competitors to benchmark performance and track improvements.
- Quickly and easily identify the negative sentiment to get over the potential damage and resolve customer issues.
4. Enhance Data Analysis to Understand Customers
AI is the heart of real-time analysis. AI answer engines in the workplace can quickly drive the user experience and provide important insights into customer behavior, preferences, and needs.
For example, a subscription-based streaming service uses predictive analytics to forecast the rates among its subscriber base. According to McKinsey, companies that leverage predictive analytics outperform competitors by 20% in terms of revenue growth.
Businesses can gain actionable insights by leveraging data analysis to understand customers' techniques. Let's discuss some strategies and follow them.
- Employ predictive analytics models to forecast future customer behaviour trends based on historical data and patterns.
- Use behavioural analytic tools to track and analyse customer interactions with websites, digital platforms, and online stores.
- Implement the power of machine learning and artificial intelligence algorithms to enhance data privacy and security.
5. Streamline Checkout Process
Streamlining the checkout process is challenging for improving customer engagement. A smooth checkout process helps to reduce the process and enhance the customer experience.
There are various kinds of checkout processes. Let us take a straightforward example: Spotify provides a streamlined single-page checkout process that allows customers to enter their billing, shaping, and payment information all on one page. The report of Baymard Institute shows that single-page checkout has been reduced to 50%.
Here are some strategies that can be discussed & follow
- Allow customers to check as a guest rather than giving them the option to create an account.
- Utilise the autofill feature to populate wherever possible.
- Provide the CTA and make it easy for customers to edit or return to the previous page.
- Regularly test and optimise the checkout process by doing A/B testing.
Top 3 Software Picks To Maximize Customer Engagement
The above tips to maximize user engagement will help you with exceptional customer journey optimization. But what's the best customer engagement solution to make it happen? Let’s explore some top customer engagement tools and why they’re essential for your business.
1. Splore: Integrating AI With Customer Engagement
Splore's AI-powered answer engine helps you offer personalized and engaging customer interactions. It is a one-stop shop for customers to ask questions relating to your business and receive relevant answers. To improve the customer support experience, Splore ensures information is always up to date and customizes intelligent agents based on data specific to your business.
Here's why Splore is an exceptional customer engagement solution for your business.
- Personalized Customer Experience: The AI answer engine can analyze users' private and public searches and understand their unique browsing patterns and history. As a result, it helps you offer personalized solutions to your customers without sounding repetitive.
- Accurate Information Retrieval: Splore's answer engines can analyze vast data within seconds, saving users time and effort. As a result, Splore integration brings an exceptional 90 percent improvement in customer satisfaction.
- Continuous Learning and Evolution: The AI answer engine improves with every interaction. It continuously improves the quality and relevance of its responses. Therefore, it offers increasingly accurate and valuable answers to your uses and builds ongoing engagement.
2. Typeform: Customer Satisfaction Feedback
Typeform helps you build and deploy online surveys, quizzes, and forms. With real-time customer feedback analysis, you can better understand the user experience on your platform. Moreover, it helps you optimize your customer engagement strategies and clearly understand what your customers expect.
3. Gametize: Gamified Engagement
Gametize is a platform that helps maximize user digital customer engagement. It is an ideal solution for improving user engagement during onboarding and sales events.
With Gametize, you can introduce challenges and missions to keep users involved and reward them with in-app badges for participating. It also helps you create a sense of competition among users by ranking them on leaderboards. All these features make Gametize an exceptional customer engagement solution for your business.
Suggested Read: How to Choose the Right AI Customer Engagement Platform
Conclusion
Integrating conversational AI offers an innovative avenue for elevating customer engagement strategies. By harnessing AI-powered recommendation engines, businesses can deliver hyper-personalized experiences, fostering deeper connections with customers through tailored product and content recommendations.
Why is Splore the best in customer engagement solutions? Through advanced recommendation algorithms, Splore offers specific pro suggestions, enhances relevance, and drives customer satisfaction. Additionally, AI-powered voice and visual search simplify the process by leveraging convenience and fostering deeper engagement.
Do you want to boost customer engagement with AI, then what are you waiting for? Let us Connect Now!
FAQs
1. What are the 3 Cs of customer engagement?
The three Cs of engagement are instilling confidence, creating connections, and ensuring convenience.
2. How can you improve customer engagement?
To improve customer engagement, try these strategies:
- Personalize the user experience.
- Optimize user onboarding.
- Ensure 24/7 customer support.
- Incorporate gamification.
- Gather and act on user feedback.
3. What is the goal of customer engagement?
Customer engagement aims to build referral marketing and customer loyalty for businesses. Regular and meaningful engagement also helps companies to retain their customers over time.
4. How can AI improve customer engagement?
- AI can improve customer engagement as follows:
- AI-powered marketing automation
- Personalized product recommendations
- Real-time customer feedback analysis
- Chatbot-based customer service
5. How is AI integrated into customer service?
AI finds various applications in customer service as follows:
- AI-powered chatbots
- Predictive analytics
- AI self-service
- Agent assistance
- Sentiment analysis
6. What are the five stages of customer engagement?
The stages of customer engagement are:
- Customer Acquisition
- User Activation
- Product Adoption
- Retention
- Advocacy
By optimizing these stages, you can turn a customer’s relationship with your business into loyal advocacy.
