how to build your ai powered customer service strategy
TRANSCRIPT
Build your AI powered Customer Service StrategyLinda Crawford CEO, Helpshift, Inc
Helpshift Delivers AI and Bot-powered Omnichannel Customer Service on 2B+ Devices
100M+MOBILE ENGAGEMENTS
5,000+ACROSS DOMAINS
600M+MAU
CUSTOMERS
INVESTORS
Current Service Landscape
Your Customer's Service Journey Today
LOGIN ERROR
SEARCH FAQ PAGE
TECHNICAL SUPPORT CALL SUPPORT
FAQs
SUPPORT QUESTIONS
X X
X
LOGIN
Human-Assisted Customer Service Is Expensive
LIVE CHAT $5MESSAGING $1
CALL CENTER $12PER CALL
VIRTUAL AGENT <$1
SELF-SERVICE $0.10
$1.4TSPENT EVERY YEAR
AI-Powered Customer Service
What is AI? Tech to help machines imitate human behavior.
AI is reshaping customer care
$1.1TBY THE END OF 2021
Source: IDC ReportThe economic impact of AI
Automate handling routine queries
Classify and route issues to the most
qualified agent
Spot trends and identify potential issues in your
product or service
Improved customer satisfaction
Reduce Operating Costs
Increase revenue
Customer Service In The AI-First Era
Build your AI-powered service strategy
Strategy Chatbots and virtual assistants to serve as gatekeepers for critical channels
Solution: Get Bots Today & See ROI TonightAnswer bot
Instantly respond with articles from your knowledge base and
deflect issues.
Get Info bot
Automate routine information collection and save agents’ time
and energy.
CSAT Bot
Automatically request feedback.
Strategy Enable high-complexity, low-automation tasks to be more automated or less complex
Solution: Create Your Own Bot Army
Strategy AI can have a profound impact on your agents and operations
Solution: Supercharge Your Agents & Scale Support Operations
Agent Suggestions Tagging and Routing
Impact of AI-Powered Customer Service
Efficient Operations
Engaged Agents
Happy Customers
Helpshift is available on the App Exchange
Fully-integrated
No agent training necessary
Manage case interactions from within the Salesforce console
Helpshift Powers Customer Services in a World that is Smarter and Connected
Now
SMART DEVICES
2000s
MOBILE
90s
70s
PHONE
Thank you Meet Helpshift
Booth #2015 @ Customer Success Expo
http://www.helpshift.com/dreamforce17