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Unlocking the Power of Unified Customer Service
In today’s dynamic business landscape, delivering exceptional customer service has become a critical differentiator for companies looking to stand out from the doctor phone number data competition . As highlighted by Lizeth Quintero, Partnership Development Manager at HubSpot for LATAM, during Tour CRM 2024, the traditional customer service model is evolving, and organizations must adapt to meet the changing needs and expectations of their customers .
Customer Service: From a Reactive to a Proactive Approach
Quintero began by describing the limitations of the “old model” of customer service, in which teams focused primarily on resolving tickets and addressing issues reactively. This approach resulted in low customer satisfaction, a lack of AI-powered tools, and incomplete customer profiles, making it difficult for companies to understand and retain their customer base.
In contrast, the "new model" emphasizes the importance of a unified platform that enables:
Personalized Service: Provide an experience tailored to the needs and unique history of each client.
Omnichannel Support: Offer seamless support across multiple channels including phone, email, and messaging platforms.
Higher Retention: Prioritize retaining existing customers, as it can be up to six times more profitable than acquiring new ones.
Lizet Quintero highlighted the concept of the "Fly Wheel" , a customer-centric approach that focuses on attracting, engaging and delighting customers throughout their journey with the company.
The Role of AI in Scaling Results
One of the key pillars of the new model is the integration of artificial intelligence (AI) to improve the efficiency and effectiveness of support teams . Quintero shared impressive statistics from companies that have implemented AI solutions, such as a 13-fold increase in ticket resolution speed and an 83% increase in customer retention.
The benefits of AI-powered customer service include:
Quick Assistance: Chatbots and knowledge bases help customers find answers quickly, without having to wait for a live agent.
Personalized Interactions: AI-powered systems leverage data to deliver tailored recommendations and solutions.
Optimized Productivity: By automating routine tasks and providing real-time insights, AI enables support teams to focus on more strategic interactions.
Overcoming Common Customer Service Challenges
There are three key challenges and how AI-powered platforms can help overcome them:
Quick Assistance with Limited Resources: AI-powered chatbots offer immediate solutions even outside of business hours.
Tool Fragmentation and the Customer Experience: A unified platform integrates data and tools for an efficient experience.
