In the past, customer support primarily involved interactions through email and phone. However, as time has progressed, customer expectations have risen significantly. Modern digital consumers now anticipate brands to maintain a presence on various platforms, including social media channels such as Twitter, Facebook, Instagram, and more. Consequently, support agents are tasked with managing and responding to inquiries from these diverse channels. The manual workload for agents engaging with customers across each of these platforms has substantially increased.
While one option is to expand your team and provide intensive training to make agents more efficient and productive, this approach is both labor-intensive and time-consuming. To address the growing demands of customers, integrating AI into your processes can provide valuable assistance to your team in delivering an exceptional customer experience.
How does AI enhance the performance of your support team?
Proactively provide assistance to customers at various touchpoints
Chatbots take a proactive approach to assisting customers, delivering timely and relevant content when it's needed most. Additionally, when customers exhibit prolonged inactivity on a webpage, chatbots automatically initiate conversations to engage and address their needs.
AI also comes in handy during the purchase journey
Artificial intelligence plays a pivotal role throughout the customer's buying journey, ensuring that customers are equipped with ample information during their evaluation and awareness stages. AI enhances the shopping experience by providing data-driven insights and personalized recommendations.
Deliver relevant experiences using machine learning (ML) and predictive analysis
Machine learning, a powerful AI tool, equips computing systems with the ability to glean knowledge from past experiences. ML's proficiency in dissecting vast data sets and patterns allows for the delivery of customized, consistent, and contextually relevant experiences to all your customers.
Educate customers about your product and service:
Empower your customers with a wealth of information about your products and services, reducing their dependence on support agents. Chatbots, drawing from your knowledge base and other resources, proactively recommend articles and resources, enabling customers to swiftly access answers.
Characteristics of Freshdesk AI
Automate with Freddy Answers
Leverage answer bots to enhance your support and help customers get the best answer from your knowledge base content any time they want.
Scale your content along with your product line
Create your knowledge base for multiple products and publish them to your customers on product-focused pages, all from one place
Empower customers in multiple languages
Freshdesk's multilingual knowledge base supports 42 languages and makes it easy to run a global support operation.
Your team can manage translations with content versioning and approvals and measure the performance of language-specific content.
Customize without coding
Give your knowledge base page a complete make-over, so that it adheres to the look and feel of your brand
Freshdesk — the leading AI-powered helpdesk solution
Increase your team’s efficiency
Freddy, Freshdesk's friendly support bot will assist your customers by answering questions via chat and email.
Track progress using intuitive reports
Stay on top of metrics that matter to your team using Freshdesk’s intuitive reports.
Provide stellar social media support
Cut through the noise on social media and start working on relevant tweets, messages, and comments right away.
Knowledge base
Let customers search and find answers to the simple problems they face while using your product or service.
Help Widget
Embed your knowledge base right into your website and help customers find answers with the help widget.
Community forums
Foster an active community where customers can ask questions and engage in discussions about your product.
