What is AI?
AI or artificial intelligence is an area in science technology focused on developing and designing machines capable of complex work that is otherwise assumed to be done by humans.
As technology is progressing and machines are becoming smarter every day, AI is getting a much stronger impact on society. The result? AI has been introduced to many areas of our everyday life. Starting from our mobile devices to medicine, shopping, and smart homes. Moreover, we see robots working human jobs, that were earlier thought impossible.
As such, AI technology has found its way to reach companies and speed up company processes, making it easier to automate tasks and become more agile. One of the main areas that AI is taking over is customer experience and how to improve customer experience using AI.
Although still young, this technology has skyrocketed in the last decade. Generally, some of the things AI can do is solve problems, recognize speech, learn, plan and that is just a beginning.
Black Friday Customer Service Tip 1. Get everyone on Board
Online first brands plan the holiday season way ahead. From creating the appealing discount deals to launch timeline on discount marketplaces, and creative resources for the advertising efforts. It is likely that the entire company, from sales to marketing and logistics are involved in the process, so why not use that knowledge to get everyone on the customer service battlefront?
This is the unique opportunity to engage the entire company and get them to experience how customers feel about the company and products. Moreover, each of the employees will have the opportunity to get to know or refresh their memories about the products or services a company is into.
By using the existing knowledge from the colleagues in customer service and the customer service playbook that the brand has, you can easily get everyone on board!
Black Friday Customer Service Tip 2. Predict the Most Frequent User Problems
It is always helpful to take a walk down the memory to uncover the mistakes that could have potentially been avoided. Based on the previous Black Friday customer service reports and Cyber Monday customer service reports, create a list of the most frequent issues that are likely to pop-up.
Some of the most frequent examples are:
- beeing out of stock
- slow website due to the high traffic
- system outage – payment gateway or any 3rd party service
For each of these problems, create a scenario, pre-written reply, and a plan B!