Play #046 Trend In Customer Success & Support
Leveraging Tech to Improve CX
Each week, I bring you battle tests, sales plays, and learning lessons from my experience as a Founder, VP of Sales, and my current role as the VP of Sales at Leadium where we help world-class B2B sales teams drive revenue through our done-for your top-of-funnel services.
Account expansion is more crucial than ever. Here are a few trends I’m seeing that you should be aware of to help level up your post-sales game!
New technologies offer tremendous opportunities for sales professionals and customers. So, what does the future hold? With the rise of Generative AI, we've already seen many innovations become relevant and adopted quickly within post-sales teams as customer success.
Artificial Intelligence in Customer Interactions
Over the last decade, well-designed chatbots have been able to handle specific customer needs. They could help someone pay a bill, find a product, or get information about returns. However, they often feel clunky, and customers can tell they interact with bots instead of humans.
AI is changing that by making customer interactions feel more human. It achieves this by personalizing experiences, answering more complicated questions, performing more complex tasks, and anticipating other issues and opportunities that might affect the customer.
AI doesn't replace your sales and customer service teams. Instead, it acts as a powerful assistant, making humans more productive and allowing them to focus on more exciting ideas.
Predictive Analytics for Proactive Support
Predictive analytics analyze massive amounts of data to determine what sales professionals and customers need. For example, your software might review a customer's buying behavior to identify patterns. Then, it could alert your sales team to contact the customer about placing their next order.
Notice that this technology takes the initiative and doesn't wait for the customer to contact your sales team. It offers proactive support by telling sales professionals to get the customer at a strategically relevant time.
Mobile Apps for On-the-Go Support
Mobile apps already offer personalized, on-the-go support. The customer presses an icon, enters their account, and makes a request. It's secure and straightforward.
Furthermore, mobile apps have the potential to offer more robust levels of customer support. As smartphones and other mobile devices become more advanced, apps could incorporate more sophisticated technologies, like VR and AI assistants, into customer experiences. They could also anticipate customer needs, make relevant recommendations, and create highly personalized experiences that evolve with user interactions.
Some companies already have exceptional mobile apps for on-the-go support. Expect this technology to become more accessible to smaller businesses looking to improve their customer service experiences.
Automate Routine Tasks
Sales teams and customers often deal with too many repetitive tasks. Emerging technologies make it possible to automate those tasks, giving people smoother and more enjoyable experiences.
Task automation has tremendous potential for automating routine tasks for sales and support teams. Companies can use it to update customer information in a CRM, send reminder emails at relevant times, back up files to prevent data loss, publish social media posts according to a set schedule, and complete forms quickly.
By automating these tasks, people can dedicate more time to meaningful tasks that build customer relationships.
Customers expect top-notch service as table stakes. You will likely have a severe churn issue if you're not staying ahead of your competition by leveraging Tech to deliver on those exceptions. But, be intentional about what and where you allocate the budget. Tech overload is a real thing, and be sure that what you invest in delivers on what it promised to elevate the post-sales experience.