The Need Of AI For Balancing Customer Support Resources In 2019


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Customer expectations are rising in every sector and industry across the globe, which implies larger volume of incoming questions for organizations, and brand, as customers demand more meaningful interactions if they are to remain loyal nowadays.

Hence the moot point is that being able to successfully respond to the customers is the golden-key to customer retention in 2019 and beyond.

According to a survey conducted by Eptica (a leading European tech company specializing in intelligent platforms for digital customer experience) it states that more than 91 percent of consumers say that not replying to their questions satisfactorily gets them annoyed and thereby makes them become less loyal, while a little more than 94 percent affirms that getting a high-quality personalized response makes them more likely to do repeat purchases from that brand.

Nevertheless, handling these ever-escalating volumes of customer support requests, across multiple channels, is not a straightforward easy objective to deal with, particularly as resources have not always been able to keep pace with the demands.

Therefore, brands need to do more with less and are required to be more efficient, while still meeting their customer’s needs.
This means, your support staffs needs to break down barriers to permit teams to work across different channels, give power to agents by providing them sufficient knowledge so that they can respond more quickly and use easy to use CRM integrated with Artificial Intelligence (AI) to drive greater automation and also help businesses understand what customers are looking for.

How do businesses achieve this balancing act?

Companies are required to balance the incoming workload across their support teams, which are spread across different locations, brands, departments and even multiple time zones so that problems are resolved and answered quickly and comprehensibly.

The aim of this exercise is to make sure that the workload is equally distributed, without making any team overwork or sit idle for allocation of their jobs.

Now, traditional call-routing systems can never fully achieve this by simply routing incoming communications (like social media messages, and emails) to particular support teams, potentially working on certain legacy parameters, such as just knowledge or language skills.

In fact, traditional call-routing systems integrated in both robust CRM platforms like Salesforce or even Salesforce Alternative CRM solutions are essentially not agile, intelligent or flexible enough to take into account factors such as sickness of a support staff or peak in an employee’s activity to meet the changing needs of the customers in the present marketplace.

This is exactly over here AI comes to play, as it delivers a means to transform this traditional support-call routing practices.

By analyzing incoming communications and using NLP (Natural Language Processing) and Text Analytics brands using AI-powered easy to use CRM can now understand questions and create intelligent workflows to assign and manage incoming interactions, which most essentially delivers benefits in four major areas, which includes:

1. Efficiency and Quality

Requests are passed on directly only to those support agents that are available and best equipped to respond aptly to an incoming request. By taking into consideration which agents have the requisite skills and capacity which is measured on an ongoing basis, AI helps users of easy to use CRM software solutions to provide higher quality answers and better agent efficiency as they receive a relevant allocation of support tickets.

2. Productivity

By enabling the different departments, teams, and locations to share their workloads between them seamlessly, AI-powered easy to use CRM, helps in smoothing any peaks in demand, as additional capacity can be quickly assigned for sustaining the excess workload across the organization.

Moreover, using AI-powered easy to use CRM also helps organizations to use outsourced resources with ease along with agents with relevant skills working in the company on a collaborative and flexible ‘as-and-when’ needed basis.

3. Reduction In Workload

Using AI in CRM to analyze incoming issues, does not only ensure that the queries are routed to the best agents to provide a high-quality answer for increasing FCR (First Call Resolution) which boosts customer satisfaction and loyalty, but it also permits greater automation to reduce the agent’s workloads.

For instance, routine questions from the customers can be routed to provide an automatic answer from the brand’s knowledge base, deflecting the interaction without the need to involve an agent, which not only shortens the response time but also improves efficiency and customer experience as consumers receive their information they require more quickly.

4. Elasticity

Businesses operate in a world that is constantly changing. This is because internal and external events can dramatically change the demands of the modern-day customers on even an hourly basis.

For example, for some companies, even a change in the city weather can drive in several questions around holidays, or an announcement from a brand can generate unforeseen interest in a particular offering.

Now, most of these peaks are just beyond the control of the customer support teams. This means under such circumstances support teams have to able to respond quickly.

Therefore, using AI with easy to use CRM software platform helps in dynamically routing support tickets to ensure the demand is equally distributed across a brand’s support related capacity, as well as remain vigilant about factors such as availability of staffs to provide real-time, agile routing of the requests.


Hence in a gist, using AI with easy to use CRM with routing helps brands to better balance their workloads and ensures that customers receive complete and fast response that they have always looked for, which in turn helps in delivering world-class customer experience that aids in building trust, find new brand advocates and finally boost brand loyalty leading to rapid business growth.


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