How to Combine Customer Communication with AI to Enhance Customer Support

For businesses of all sizes, omnichannel messaging is revolutionizing the sphere of customer service. Today, people expect to be able to contact a company not only via email and phone, but also via WhatsApp, Instagram, Facebook, and even Discord. Such an omnichannel approach to communication places high demand on the speed and quality of communication. By leveraging the capabilities of messaging tools and artificial intelligence (AI), businesses can significantly enhance their customer support. This article will examine how various platforms are transforming the realm of text-based communication, enabling companies to provide outstanding customer experiences.

The rise of omnichannel messaging

Gone are the days when customer interactions were limited to phone calls and emails. Today, customers expect seamless communication across multiple channels, including messaging apps, social media, and free live chat. A study by Adobe revealed that companies with the strongest omnichannel customer engagement strategies enjoy a 10% year-on-year growth, a 10% increase in average order value and a 25% increase in close rates. Omnichannel messaging has become the new norm, allowing businesses to engage with customers on their preferred platforms. By meeting customers where they are, companies can build stronger relationships and foster loyalty.

Founded by Dmitry Matusevich, Umnico is an omnichannel messaging platform that combines structure and transparency to text-based communication. With comprehensive support for over 25 messaging and social media apps, including Facebook Messenger, Instagram, Viber, Discord, private and group chats in WhatsApp and Telegram, Umnico enables businesses to streamline their customer interactions. By consolidating the entire conversation history in a single app, the platform provides agents with a unified view of their interactions with the clients, enabling companies to deliver efficient and personalized support.

The power of AI chatbots in customer communication

While omnichannel messaging provides a solid foundation for modern customer support, the integration of AI takes it to the next level. A report by Oracle suggests that chatbots can handle up to 80% of routine questions, reducing response times from minutes to seconds. Umnico has embraced this trend by incorporating GPT-4-based chatbots into their platform. Powered by conversational AI, these chatbots can understand and respond to customer inquiries with remarkable accuracy, providing instant support around the clock. Automating routine inquiries and guiding customers through common issues allows chatbots to reduce the workload on human support agents significantly, freeing them up to focus on more complex and creative tasks.

Every business has unique needs when it comes to customer communication. Chatbots allow companies to leverage AI and natural language processing (NLP) technology to engage in contextual conversations, personalize responses, and anticipate customer needs. This unprecedented level of customization ensures that businesses can provide consistent and high-quality support across all channels, saving both money and time (the most precious of all resources) in the process.

Real-world examples of AI in customer support

Companies in various industries have already successfully integrated AI into their customer support processes, showcasing the potential of this technology.

• Bank of America. The bank’s AI-driven virtual assistant, Erica, helps customers with tasks ranging from checking balances to providing financial advice, demonstrating how AI can handle complex inquiries effectively.
• Sephora: The cosmetics powerhouse uses chatbots on its website and social media to assist customers with product recommendations and booking in-store appointments, enhancing the shopping experience.
• KLM. Royal Dutch Airlines employs AI chatbots to handle common customer queries on social media, significantly reducing response times and improving customer satisfaction.

In a broader context, the benefits of incorporating AI tools in customer communication extend beyond enhanced customer support efficiency. By analyzing client interactions and gathering valuable insights, businesses can identify trends, improve their offerings, and make data-driven decisions. Such an approach enables companies to anticipate and respond to evolving customer expectations.

Summing things up

By combining customer communication tools with AI, companies can achieve a new level of personalization, speed and quality in their customer support. Omnichannel messaging platforms like Umnico are at the forefront of this transformation, enabling companies to connect with customers on their preferred channels while leveraging the power of AI-powered chatbots. By embracing this technology, businesses can enhance customer experiences, improve efficiency, and gain a competitive edge in today’s customer-centric landscape.

Umnico’s conversational AI capabilities empower businesses of all sizes to unlock the full potential of text-based communication and elevate their customer support to new heights. The platform’s analytics enables marketers, sales, and customer support managers to track key metrics, measure customer satisfaction and employee performance, while optimizing their workflow and strategies. Umnico offers a free trial period for all new users.