Customer experience just got an overhaul and it is for the best. When artificial intelligence meets the customer experience process, that is nothing short of magic. While Sales integration can streamline CX workflow, AI insights can give you an accurate overview of customer data. In this blog, we will discuss the myriad benefits of AI insights for CX.
What is AI Insights in Customer Experience?
Artificial intelligence is used in customer experience to simplify complex customer data. AI insights can help marketers derive segmented insights and actionable data on the dashboard.
AI insight tools are created to overcome the problems of batch processing customer feedback. While businesses have a global customer base, they can race against time to make sense of complex information. This is where AI insights come. With the help of artificial intelligence, the CX dashboard can segment information in a digestible format. This process is time saving, efficient and a new age way to conduct customer experience protocols.
AI Insights Meet Salesforce Integration: Benefits for CX Marketers
Most CX dashboards collect a plethora of data from various sources- social media, customer feedback surveys or third party testimonials. While they are collected under one dashboard, it can get challenging to compile it sooner. Here is why marketers must rely on AI to do the cognitive heavy lifting for them:
Conducting thorough sentiment analysis:
Your customers go through a variety of emotions- it can range from extreme satisfaction to frustration. You can rely on AI to segment the emotions based on a person’s experience with your brand. This is where you can spot an unhappy customer at the earliest and offer suitable solutions. The main aim is to focus on high customer retention.
Segment detractors and promoters via net promoter score surveys:
Net promoter score surveys are a standard metric to measure brand loyalty. It seeks to learn if the products and services are worth the recommendation among family and friends. AI insights can instantly grasp detractors and promoters based on their rating. Using this data, marketers can close the feedback loop with detractors (people who score between 0 and 6).
Discover cross selling opportunities with brand advocates:
Brand advocates are also known as promoters on the net promoter score survey. Promoters are happy customers who rate either a 9 or 10. AI insights can help marketers focus on promoters where they can get the opportunity to up-sell or cross-sell. Using this data, marketers can customize their communication and sales strategy for brand advocates.
AI can segment customers based on distinct groups:
AI insights can segment customers into distinct groups based on various characteristics. This includes demographics, behavior, and preferences. This enables more targeted marketing efforts and personalized customer interactions.
Automate customer journey mapping at critical touchpoints:
CX marketers can create important customer feedback surveys scheduled at critical touchpoints. Create scheduled and interactive feedback surveys post-purchase, or during the onboarding phase. While touchpoints can determine customer health scores, AI can simplify conversations for appropriate actions.
Obtain real time data on the CX dashboard:
Artificial intelligence can track real time conversations across various time zones. This is more efficient over batch processing of data. The CX dashboard gives you an overview of responses based on demographics, timeline and geography. Using AI to analyze dashboard data can help teams divert their resources in a meaningful manner.
Conclusion
Salesforce integration with AI insights can create a powerful platform for CX professionals. Merren is a robust platform that can help you with an all round CX solution. Starting from curating a customer feedback survey to analyzing critical data, Merren is the right tool for a modern day marketer. Use superfast survey distribution channels of WhatsApp survey, Facebook messenger, dynamic emails and chat bot. Sign up for a 14 day free trial to experience a superfast platform.