Artificial Intelligence for Successful Customer Service and Successful CRM

1. Bind your customers to you - with AI-supported customer service and CRM
2. AI chatbots for efficient customer communication

Customers want good experiences, surely you also have this expectation from other companies. Anyone who is there for their customers and solves concerns and problems quickly and smoothly remains pleasantly remembered - and is therefore more likely to be selected for future purchases. This is particularly important in times of growing competition and increasingly large offers. If you offer your customers good service and also work on other levels on your Customer Relationship Management (CRM), you lay an important foundation for the success of your company.

To ensure your CRM succeeds, it's worth setting up a CRM strategy first. This way, you can identify important steps and ensure that all parties know what, when and why to do. A strategy also helps you choose the right CRM tools for your to-dos. Without technological helpers, you can achieve a lot, but data-based and thus well-founded decisions are difficult to make. If you also keep an eye on practical AI functions and integrations when choosing your CRM tool, you can even get more out of your customer relationships. We present some of these AI extras here.

Artificial intelligence has concerned many people and companies since the launch of ChatGPT at the end of 2022. The helpful chatbot and the AI debate have quickly shown: Those who do not participate now will have a hard time later. Many software providers didn't need to be told this twice and extended their products with practical AI functions or integrations - in some cases long before ChatGPT was on everyone's lips. We introduce you to the coolest AI functions of tools in our series of articles.

Bind your customers to you - with AI-supported customer service and CRM

Making quick, well-founded decisions is becoming increasingly important in the face of dynamic developments and customer behavior that changes almost every minute. To ensure that your customer service and marketing teams are well positioned for this, you should consider implementing a CRM system. In addition, there are special customer service tools, which - now often also with the help of AI - ensure more efficiency and lower error rates. Including the chatbot of the German developer BOTfriends. Thus you can provide your employees with the information they need at all times, offer your customers enhanced self-service options and in this way increase satisfaction both internally and externally.

What Salesforce AI can do

If you deal with CRM, you probably can't avoid Salesforce CRM . Known for its comprehensive CRM solution, the tool provider offers many functionalities for successful customer relationship management. With Salesforce, you can bundle, automate, and optimize processes in customer service and CRM as well as marketing and sales. Stay in touch with your customers across all channels and give them the opportunity to reach out to you via their preferred method - whether by email, phone, chat, or social media. This works particularly smoothly and across all departments with the Salesforce CDP (Customer Data Platform). It is part of the Salesforce Marketing Cloud and allows you to consolidate all important customer data, provide your teams with a basis for their decisions and ensure that you offer your customers a service from a hand.

For even better performance, there's support from the Salesforce AI named Einstein: It is used in numerous Salesforce products and helps to implement automations, form sensible target group segments and even otherwise get the most out of your data. Depending on the product and the package booked, the AI in Salesforce can also support your customer service in the following ways:

• Customer concerns from different channels are directed by AI to the employees who, due to their competencies, are most likely to be able to take care of a respective case and have sufficient capacities.
• Based on your CRM data, the AI generates personalized answers and recommendations that your service staff can pass on to your customers. With individual suggestions for offers and actions, your employees also have further tools at hand to convince your customers.
• AI-generated summaries can give your service staff a quick overview of concerns and orders and save a lot of time. These summaries can also be easily included in your knowledge database and used for later cases.

What SAP AI can do

Also SAP is one of the most well-known business tools and offers companies a variety of different solutions for their business processes. With the SAP Service Cloud, for example, you can optimize and accelerate your customer service along the entire Customer Journey. SAP also offers you with its SAP Customer Data Platform the possibility to consolidate customer data on one platform and give all teams the same real-time overview of all customer-related processes.

To make service processes even smoother, SAP also employs artificial intelligence. With its help, you can automate time-intensive tasks or give your customers tailored recommendations. For incoming customer inquiries, the AI can also provide suitable information for your service staff and tips for possible next steps. The tool can also help you prioritize tickets and thus speed up service processes on many levels.

What SugarCRM AI can do

SugarCRM is a versatile CRM tool that offers a comprehensive solution with which you can efficiently manage your customers from a single platform. Not only your service staff always have an overview of ongoing processes and find all relevant information bundled in one place. Your teams can contact your customers from SugarCRM via different channels and thus reach them on their preferred routes.

To make your customer service and CRM even more efficient, SugarCRM also relies on numerous clever AI features. Among other things, you can:

• reduce your service costs by using AI-driven automation to optimize central processes and make your customer service more efficient.
• use AI-driven forecasts to make informed decisions and maximize business opportunities. Concentrate on opportunities with a high probability of conversion using AI-driven insights.
• let the AI sentiment analysis SugarPredict reveal more about the mood of your customers and provide insights into the behavior of your customer service employees.

What BSI Customer Suite AI can do

The BSI Customer Suite is a solution for complex customer processes, many users and large data volumes. Whether sales, marketing, service, or operations - the modular structure allows for step-by-step digitalization across all business areas. The industry focus of the tool is on banking, insurance, retail as well as energy and utilities. Thus, the BSI Customer Suite can also map customer journeys such as onboarding at banks or loyalty management in retail. The tool accesses both internal and external data and enables customer consulting and support via different channels. This way, you also have a central, complete view of your customers and ongoing processes with the BSI Customer Suite.

The AI in the BSI Customer Suite helps you to better analyze your data and use it more efficiently and effectively. BSI AI supports you in various CRM decisions, for example, when setting up sensible automation or when choosing the next actions. The AI can also make predictions about the behavior of your customers and support your service teams in their next steps. With machine learning workflows, you can further train the AI and adapt it even better to your business processes.

What SuperOffice CRM AI can do

SuperOffice CRM unites all processes around your customers on one platform. With centrally captured customer data and fully integrated processes, your teams are always up-to-date. So you can offer your customers optimal service and get even more out of your tech stack through interfaces to other tools and software. Clever AI also supports you in SuperOffice:

• It optimizes, for example, your ticket management and thus gives you an overview of all requests in one place.
• Automatic prioritization based on Service Level Agreements (SLAs) also ensures that critical inquiries are not overlooked.
• In addition, the AI can translate inquiries, categorize by sentiment, and generate automatic responses for standard queries. So your service staff has time for more complex concerns and can respond even better to your customers.

What ServiceNow AI can do

ServiceNow CSM provides seamless integration of front, middle, and back office processes, automates cross-team processes and allows your employees to solve problems quickly. The tool monitors your products and services and identifies potential conflicts before they can arise. Through a self-service portal and by chatbot, you can also give your customers the opportunity to solve simpler matters themselves.

For even smoother and optimized workflows, several AI functions in the form of Now Assist help. For example, they reduce manual tasks, including:

• Summaries of case information and chat conversations
• Support through a Virtual Agent and AI Search for faster problem solutions
• Efficient problem solving based on intelligent suggestions using Natural Language Processing (NLP)
• Proactive detection of severe cases and suggestion of improvements

AI chatbots for efficient customer communication

Artificial intelligence can not only help to make customer concerns more accessible and to provide your staff with suitable tools. Rather, AI can also take over entire work steps independently and talk directly to your customers. If it is used in chatbots, for example, Artificial Intelligence can solve simple concerns and problems and thus relieve your service teams. Many Chatbot software, including BOTfriends can be linked to your company's knowledge databases or offer their own databases that they fall back on for answering questions. Using Natural Language Processing (NLP), such AI chatbots are able to process natural language and understand and answer freely entered inquiries from customers - similar to ChatGPT.

By using an AI chatbot as a gateway for your customer communication you can filter inquiries in advance and let simple concerns be solved directly by the AI. More complex problems can be quickly forwarded to your service staff. If they no longer have to deal with all customer inquiries, they have more time for bigger tasks. This not only increases the satisfaction of your customers but also that of your service team.

These tool providers, among others, rely on clever AI with their chatbots:

moinAI

ChatWerk

Freshdesk

Sinch Engage

USU Knowledge Management

Nona Answers

Userlike

Zoho Desk

In addition, tools like Salesforce and SuperOffice also offer AI-based chatbots for your customer service.

Want to know how Artificial Intelligence can support you in your other to-dos? In our series of articles about KI functions of tools we introduce you to the most helpful AI features for the most diverse areas.