In this current climate it’s is crucial for companies to raise the bar when it comes to customer service. Customers now research products, raise complaints or ask questions through different channels. CRM has to now keep up with businesses’ priorities of staying ahead of the competition through customer satisfaction and care. AI may be the answer to that; we take a look how it will complement CRM software and help optimise business ops:
1. Customer Service & Retention
AI will come into play when it comes to customer service and retention, helping businesses sift through oceans of data, gathering insights and helping build comprehensive target profiles. Sales professionals will be able to customise their interactions accordingly and be even more efficient with in-depth customer profiles at hand. This will inevitably lead to higher customer retention and satisfaction.
Sales reps will also be able to receive follow-up reminders and tips on what the best channels are to communicate with each customer is- whether it’s a text, e-mail, or call. They’ll let you know.
2. Virtual Assistant
AI integrated into CRM will also serve as a virtual assistant for employees. The AI will automate emails, data capture activities, and responses. CRM systems already have in-depth access to data like client web behaviour and demographics, but with the help of AI it’ll be able to generate custom quotes, send and reply to emails, or book calendar appointments with clients.
Sales rep’s time will be freed up of menial tasks, allowing them to focus on other areas and be more productive as they’ll be able to analyse data instantly, view inventory, service history, and customer account profile information.
3. Automating Routine Tasks
AI will automate mundane tasks that take up a lot of time, thus allowing employees to focus on more complex tasks. No longer will data retrieval and input, determining call lists and updating forecasts have to be done by reps. CRM systems are learning more and more about client preferences and finding patterns, therefore users will have processes and activities recommended for them. Instead of analysing data, employees will be able to focus more on relationship-building and bringing deals across the finish line.
4. Improved Lead Customization and Segmentation
AI algorithms will be able to take over to segment clients by demographics including web behaviour and purchase history among other data. If CRM is assisted by AI it’ll be able to learn from past actions, decision, patterns and qualify better leads. By using these insights, CRM platforms will be able to come up with custom messages that resonate better wish customers and they’ll also be able to understand and determine which channel and what time is best for the targeted campaigns to be delivered. Not only will AI help with all of that, but it’ll also aid with prioritizing best leads and lead scoring.
5. Training the team
With AI, CRM will be able to analyse situations by taking and analysing data, policies, customer accounts and profile information to help reps conduct smarter interactions. It can train the team and give them tips of what the best answers, content, or sales techniques will garner better results.
If say an AI listens in on calls and analyses tones of voice, the words and phrases used it can provide insights into further tailored messages for follow-ups and identify any issues.
It’s clear that integrating AI even further into CRM will be an invaluable asset to sales teams. Companies will see a surge in productivity once menial tasks are no longer performed by employees. When the focus is no longer on admin, more time will be allocated to building strong relationships with customers which in turn lead to more valuable deals.