AI Changes Customer Loyalty, Customer Loyalty, Technology Change Loyalty

How Technology and AI are Changing Customer Loyalty

jkurtzman Customer Loyalty

Is there anything more frustrating to a customer than having to navigate a pre-recorded phone menu to speak with a representative, or painstakingly search for a brand’s contact information so they can submit an issue or complaint?

These days, customers are able to be in almost constant contact with almost any brand, and can interact with them at the drop of a hat. Even just over the last two years, customer service communications have increased by 250%.

We believe that in 2018, the use of blended AI will help improve sales outcomes and reduce customer servicing costs. -Forbes

Customer service interactions between agents (or chatbots) and customers can provide a plethora of data to be used to improve AI based customer service, making it progressively more personalized. This is important as customers are now expecting a quick fix and are increasingly expecting a solution in less time. Customer service interactions over Twitter alone increased 250% over the last two years, showing that customers will turn to more instant platforms over platforms with a typically slower response rate such as email

In 2018, research from predicts that:

  1. As customer satisfaction will decrease as companies increasingly utilize artificial intelligence such as chatbots, and automated self-service. More often than not, these services are not fully developed to engage with customer and help them with every issue that may arise. Phone calls are being increasingly deflected, as some companies have goals of decreasing call volumes by 50% in just two years. Gartner predicts that by 2020, 85% of brand interactions will not be managed only by bots.
  2. Large companies will begin to scale back on email in order to increase customer to agent chat services, including chatbots. Companies like Nike, Apple, Uber, Toys“R”Us, and Target have moved away from actively supporting email as a customer service contact channel.
  3. Having a successful AI customer service program will depend on how well companies are able to blend it in with their current customer service programs.

“A lot of what makes AI and bots powerful is the ability to know your customer.” -Scott Horn, chief marketing officer at [24]7, an intent-driven customer engagement solutions company.

BRP Consulting, a retail management firm, found that 45% of retailers plan to utilize artificial intelligence (AI) within the next three years to enhance the customer experience, and 55% expected to focus on increasing their customer loyalty in their research. If companies such as these are able to stay on top of the latest technological advances, they will be able to continue to have happy, loyal customers that are pleased with their high level of customer service and lessen customer frustrations.