A global economy and added competition require companies to offer customer-centric experiences to attract a limited pool of users. You want to stand out from the competition and give your customers a stellar experience.
Fortunately, recent advances in artificial intelligence (AI) offer ways for businesses to change the way they interact with users. You can improve customer experience with ChatGPT and other AI tools.
6 Ways to Enhance Your CX Using ChatGPT
ChatGPT can enhance the CX in various ways, including personalizing interaction, improving customer support, refining responses, showing authority, creating self-service opportunities, and reducing churn. Here are the ways to elevate customer experience with ChatGPT.
1. Personalize Interactions.
You’ve likely read studies about the importance of personalizing customer interactions. McKinsey recently shared how personalization drives performance. Fast-growing companies get around 40 percent more of their revenue from personalized interactions than their competitors.
ChatGPT offers some clear advantages for small businesses by tapping into machine learning to analyze customer behavior over time and then offer solutions tailored to each individual.
Put yourself in the customer’s shoes. Would you feel more valued and understood if you’re greeted by name and your past buying behavior is considered? When buyers feel heard, they’re more likely to walk away satisfied.
2. Improve Support.
When your company automates repetitive tasks, you free up time for creativity and more one-on-one interactions with customers. For example, utilizing a chatbot to answer questions customer support receives repeatedly helps refine processes and save time. Customer experience with ChatGPT can handle frequently asked questions — then queries outside the scope of the FAQs get routed to a live agent.
ChatGPT can cover queries on tracking orders, basic account issues, recommending products, and basic troubleshooting. Support teams provide an improved customer experience with ChatGPT by focusing on other aspects of customer service. AI reduces the workload for the entire support team.
ChatGPT can also talk to several customers at once, reducing wait times to speak to an agent. As your business grows, customer support becomes more scalable.
You can answer questions from many interested parties without increasing the workload on your team to unmanageable levels or increasing response times. For example, you might have some peak seasons, such as the holidays. Rather than hiring temporary workers, you’ll be able to cover the added inquiries easily.
Computers don’t need sleep or breaks. You’ll have bots ready to respond 24/7, enhancing CX and keeping people on your site rather than bouncing away to a competitor.
3. Refine Responses.
One advantage of the customer experience with ChatGPT is the software is in continuous learning mode. The more the customer converses with the system, the better it learns how to respond, refining answers and finding the best information to meet the individual’s needs.
Businesses such as law firms can create a repository of research and document precedents to save time and work with more clients.
Businesses can pull information from the database and analyze ways to improve response times, answers, and policies. Strive to consistently improve customer satisfaction with the tools and data available in the modern age.
4. Become an Authority.
The makers of ChatGPT claim the system is an authority on topics. While there is room for improvement, what the software does well is access details with a single click of the mouse. Rather than rely on training live agents, your system will have the answers already available for customers. You’ll reduce the number of errors given during conversations and establish yourself as an authority in your field.
Customer experience with ChatGPT takes on a different tone than with humans, however. Keep in mind that conversations can seem a bit cookie cutter and stilted when conversing with a computer. Work to train your software in the voice of your brand style.
5. Create Self-Service Opportunities.
The pandemic and the conveniences of the digital age have combined to create people who prefer to not have human interactions. Some personality types avoid talking to others as much as possible. Self-service options are highly desired by many.
Use ChatGPT to discover fresh marketing ideas and pull from databases to see what customers most want. What are the current trends? How can you offer buyers a chance to take care of some of their needs without having to wait for an agent for a response?
The computer can guide the customer to update their account, set up auto-ship of popular items and choose settings for software. If they wake up in the middle of the night and want to adjust their account, the machine can do that for them.
6. Reduce Customer Churn.
In the 2023 Zendesk survey, 64 percent of customers said they want a bot to give them the same service a human would. If the bot does not meet their expectations, customers feel unheard and will consider leaving for a different option.
Tap into the immediacy and fast response times of customer service with ChatGPT and keep your current customers satisfied. A happy customer tends to stick with a brand if there are no other major changes. You’ll reduce customer churn and increase revenue as new customers come into the fold.
Should You Enhance Customer Experience With ChatGPT?
Chatbots improve CX by engaging the user in immediate conversation and providing solutions. You’ll personalize interaction, improve customer support, refine responses, show authority, create self-service opportunities and reduce churn.
A rapid and knowledgeable response helps customers feel valued and understood. ChatGPT and similar software will improve over time, creating superior customer experiences and taking businesses to the next level so leadership can focus on growth and adding creative value to their brands.