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6 Ways Conversational AI Can Improve Your Leads’ Customer Experience

6 Ways Conversational AI Can Improve Your Leads’ Customer Experience

September 17, 2018

1. Speed & timing

Have you ever had to wait on the phone or for an email response from a company? Had to fill out a contact form wondering if you’ll ever hear anything back? Tried to contact a company on your lunch break, as you know they close at 5pm?

If you’re anything like me, you have done all of the above many many times and it never gets any less frustrating.

This is where Conversational AI revolutionises the customer experience. It never sleeps and delivers instant responses. A customer or lead who has a question, wants to compare products or make a quick purchase, can now get an outcome at any time that pleases them, instantly.

2. A picture is worth a thousand words

There’s only so well a human can describe a product, or answer a question in an email or over the phone.

Step in Conversational AI and you have image rich content, image carousels, videos to help paint the picture for your leads. This makes their experience much easier, faster and more engaging.

3. Easy to compare products & prices

Ever had a thousand tabs open on your browser while you compare products or services, or variations of the same product - flicking between them comparing price and specifications? To then just become so overwhelmed at all your options that you end up closing your browser all together.

Better Customer Experiences with Conversational AI

Again, step in Conversational AI. A carefully designed conversation flow combined with AI technology can help offer product suggestions and recommendations to a user based on their behaviour in the conversation or previous interactions. The conversation can bring up a product summary and comparison carousel so the user can just swipe through the product or service like you would on your social media newsfeed!

It’s never been easier to compare products, services, or pricing for your leads. And you know what that means…more conversions!               

Another blog you might be interested in is: "Goals You Need to Consider Before Implementing a Digital Customer Experience."

4. Live in the moment

So you have a question about a product. After you’ve finally received the answer you need by ringing up the company, you then have to go into the store or go onto their website to find the product, pop it in your basket and purchase it.

I’m exhausted just typing that out. 

By employing Conversational AI, leads can receive instant responses to product or service queries and then choose to purchase that item straight away, within the messaging app. They don’t have to pick up the phone, get in the car, or search through your website.

Removing as many barriers to entry for leads improves conversion rates - we all love a smooth customer journey.

5. I want it my way

People today not only want to do things on their own clock but they also want it on their own terms.

Reading information on a website is a one way street. With Conversational AI, leads can ask questions in their own words, not your jargon.

They can also do this on their preferred device and app - conversational AI opens up messaging apps as a channel to do business. With over 5 billion monthly users of messaging apps, it’s fair to say this is a popular means of communication.

6. Give the people what they want - perfect your customer’s experience

With Conversational AI, you gain access to a huge amount of conversational data.

This is the holy grail of marketing and sales - what your customers are saying. With this you can find out:

  • Why some leads aren’t purchasing so you can reduce abandonment rates in the future;
  • What customers are asking and looking for so to provide better information and messaging;
  • See product/service purchasing trends and make sure your offering is keeping up.

With these insights you can refine your brand and offering to ensure you’re giving your target customers exactly what it is they really want and perfect your customer’s experience.

Gartner Predicts that by 2020, over 85% of business interactions are expected to be managed without a human. Conversational AI can help your business deliver better customer experiences as you evolve in your digital transformation and propel business growth.

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About the Author

Bindy Egden

Head of Marketing

A former commercial lawyer, Bindy is now JRNY's Head of Marketing with particular interest in digital growth, emerging technologies as well as sustainable business. When not geeking out to the latest HubSpot article or analytics you'll find her working remotely from the mountains in Queenstown.

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