3 Ways to Help Your Customers Feel Understood When They Contact Support

By Adrienne McCrory

Whether your customer is coming to you with a problem or just a general query, it’s important to help them feel heard and understood. Understanding customers is key to good customer experience. 

At Forethought, we’re continually dreaming up and refining how you can reach your customers authentically, strategically, and beneficially by leveraging the power of customer support AI. With our AI agent Agatha, organizations can decrease time spent on menial ticket tasks and optimize the customer experience. With the launch of a web widget functionality, we wanted to offer three ways you can provide your customers with a better customer experience, even while automating certain activities. ‍

1. Reward customers for serving themselves

The only thing worse than not getting any help at all is getting a lot of unhelpful suggestions that don’t actually resolve an issue. It can be frustrating to try contacting customer support, only to realize you’re speaking to a chatbot. So, how do you make sure your customers get answers as fast as they expect them while still providing truly helpful responses? 

Have you considered using customer support AI? 

Our customer support AI agent Agatha uses machine learning to work through the words of a question or request to pull up the best info that fits the context. Unlike other services on the market, she doesn’t rely on a perfect keyword match to retrieve information. She looks for context clues in a customer question and, based on the specific question, connects those clues to the best possible macro, template, or article.

By embedding Agatha Solve into your customer’s experience, you use her knowledge to provide direct access to real help whenever a customer sends in a question. Instead of getting canned chatbot responses, Agatha can direct a customer to the piece of information that is going to solve their problem. Customer support AI can change the way you serve your customers.

Ask Agatha a detailed question, and she’ll find information that she thinks will help you — with a 90% accuracy rate. Better yet, if she can’t find an answer that she’s confident in, she won’t even try to solve your problem. Customer support AI will provide the right answers your customers are looking for. 

Agatha’s conscientious behavior pays huge dividends because it helps customers feel heard and get answers.‍

2. Find Out What’s Helping Customers

So, the rate you accurately resolve questions as they come in the door is pretty high, now what?

When attempting to resolve issues using customer support AI, learning from what works is just as important. By using artificial intelligence tools like Agatha Solve to help you answer tickets, you can quickly assess how effective different templates and articles have been for resolving past issues.

Agatha uses your organization’s database of help articles, past tickets, and formed macros, to learn everything she needs to be effective. 

Customer support AI can help you find out which templates or articles tend to help your customers as well as which issues don’t get resolved with the information available. Looking at the trends of how AI works ultimately leads you to better meeting your customers where they need you.  

3. Always Leave A Way Out 

When you don’t rig the system, customers will be less likely to game it. 

You never want to put customers into an endless loop of frustration, and unsurprisingly, some systems do just that! Enhance your customers’ experience by giving them the ability to opt out of self-service and contact an agent.

This autonomy really puts trust into the hands of your customers so they can communicate what they need. By allowing them to opt out, you give them the space both to use self-service tools efficiently and to also let you know when they’re not getting what they need. 

Interested in learning more about customer support AI and Agatha Solve? 

We’d love to chat. 

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