When you purchase through links on our site, we may earn an affiliate commission.Heres how it works.
When acustomerreaches out for support on a product or service, its a crucial time for any business.
Today, making those moments count isnt as simple as answering a phone call or responding to an email.
However, theres also a balance to be struck.
The best support teams thrive on human connections as customers desire meaningful, personal interactions.
Offloading too much to automated responses or self-servicehelp deskplatforms can lead to unintended frustrations.
To drive true value and impact, support teams and their AI helpers need to divide and conquer.
Head of Customer Success, EMEA, Slack.
Hes looking to renew a yearly coffee subscription using a giftcard from his aunt.
In the first scenario, he calls the Quick Coffee Co and hits an automated, AI response.
Online, he tries again, but hits another wall with an AIchatbot.
Frustration builds, and eventually he gives up and looks for his caffeine hit elsewhere.
This is key, because today almost 50% of people dont trust organizations to use AI ethically.
Its only with these assurances in place that customer support can start unlocking the benefits of generative AI tools.
And as AI and automation capabilities evolve, the efficiency gains for customer-facing teams will become exponential.
That doesnt mean ignoring the progress and benefits that AI can offer, however.
We’ve listed the best customer feedback tools.
