Episode 16
Revolutionising Customer Service with AI: Real-World Application
In this episode of Better Marketing, Marketing Magic in Minutes, I'm diving into the nitty-gritty of how AI is revolutionising customer service. I explain how small businesses can leverage this technology to deliver exceptional customer experiences without compromising the human touch.
I’ll be sharing real-world examples of AI tools that're making waves, from chatbots that handle FAQs like pros to email systems that keep your customer connections strong, even when you're away.
But hold up, it's not all sunshine and rainbows; we’ll also discuss common pitfalls to avoid, such as over-automating and neglecting those valuable customer reviews.
So, whether you’re just dipping your toes into AI or looking for ways to step up your game, we’ve got you covered with some solid strategies to enhance your business.
Remember to download my free guide to get started. If you use the code POD2025, you’ll be in with a chance to win a power hour session with me!
Visit www.tracyheatley.com/
Transcript
Foreign hi, I'm Tracey Heatley and welcome to this episode of the Better Marketing Podcast, bringing you marketing magic in minutes.
Speaker A:Over the last few episodes we've explored AI's role in marketing strategy, content creation, customer engagement, and loads of other things besides.
Speaker A:Today we're diving into how AI is revolutionizing something that sits at the very heart of every business, your customers customer service.
Speaker A:I'll be sharing real world examples of how small businesses are using AI to improve customer experience.
Speaker A:Experience, save time and create more meaningful connections without losing that human touch, which is really important when you're using AI within your marketing.
Speaker A:So what does AI in customer service actually mean?
Speaker A:Let's begin by clarifying what we mean by AI and customer service.
Speaker A:This isn't about replacing your team, it's about supporting them and making your service even more efficient, even more consistent and even more responsive.
Speaker A:We're talking about AI powered chatbots that answer FAQs around the clock, voice assistants that help book appointments and provide directions, for example, smart email autoresponders that handle common queries, CRM systems that use AI to flag when a customer needs a follow up, AI tools that summarize conversions or track sentiment in reviews, that kind of thing.
Speaker A:All of this can sound like big business stuff, but trust me, I've helped small businesses implement this and get the results.
Speaker A:You can integrate the tools so that they fit with your business perfectly.
Speaker A:And I agree that you know, at one time these kind of tools would have only been accessible by larger businesses and corporations.
Speaker A:But these days there's lots of AI systems, tools, platforms that are available for small businesses to use.
Speaker A:So there's never been a better time to get on board if you've not done already.
Speaker A:So let's look at some real world applications for small businesses.
Speaker A:A chatbot on your website that answers questions, recommendations and services or helps customers book a discovery call.
Speaker A:These are really good tools to have.
Speaker A:AI tools that scanning common messages and can prioritize urgent ones.
Speaker A:There's AI tools now that can help you sort out your email inbox.
Speaker A:Automated Email follow up so if someone makes a purchase and signs up for a freebie, you can automate things.
Speaker A:So really you're creating those touch points with your customers and they can be working while you're fast asleep.
Speaker A:Even in the day, you know, if you're busy within your business, if you can automate as much as possible, but your customers are still feeling valued and those touch points are hit upon every time, you're going to create opportunities and also you're going to stop yourself from missing out on opportunities for your business as well.
Speaker A:Using AI and your CRM to remind you when a loyal customer hasn't been in touch for a while and things like that.
Speaker A:It's amazing when I'm working with businesses sometimes how much untapped potential there is within their current client base and a lot of businesses don't realize it yet.
Speaker A:So these are just simple, smart ways to improve your service and they're more accessible than what you realize.
Speaker A:So check them out.
Speaker A:As a CIM Certified AI Marketing Specialist, you're probably not expecting me to say this, but I'm going to say it.
Speaker A:AI isn't right for every business.
Speaker A:It isn't always the answer.
Speaker A:I work with professional services clients, for example, and because of the regulations and the formality and the strictness with those regulations, particularly when it comes to advice in those cases, using AI to automate responses could actually put the business at risk.
Speaker A:So when I'm supporting my clients through the AI strategy sessions or AI consultancy sessions, we always start with the basics.
Speaker A:And the first question you need to ask is, is it right for you?
Speaker A:Will it enhance your brand?
Speaker A:Will it enhance your customer service?
Speaker A:Or could it create confusion and compliance issues?
Speaker A:So you need to be really careful about this.
Speaker A:It isn't right for everybody.
Speaker A:It's not about following trends, it's about finding what works for your business and what's right for you.
Speaker A:The payoff, if you are user and it's right to use it, essentially is a better customer experience.
Speaker A:When AI is used strategically, here's what you'll get.
Speaker A:You'll get faster response times.
Speaker A:You'll get consistent messaging.
Speaker A:You'll get reduced admin for your team.
Speaker A:And your customers will feel seen, heard and valued even if you're not available in real time.
Speaker A:It's that combination of speed and connection that makes AI such a powerful tool.
Speaker A:If you've not listened to I'm pausing as I say this Episode nine I think Enhancing Customer Engagement with AI.
Speaker A:That one pairs perfectly with this because it's packed with ideas to strengthen your customer relationships using AI tools.
Speaker A:So look for Enhancing Customer Engagement with AI.
Speaker A:That's an earlier episode.
Speaker A:I think it was episode nine.
Speaker A:Now I want to talk to you about the automation with a human touch.
Speaker A:You'll know if you've been listening to my podcast or you know me, you've read my blogs.
Speaker A:You might have read articles or see me talking about stuff on tv.
Speaker A:Wherever it is that you know me from, you will know that I'm all for automation, but never at the expense of being human.
Speaker A:Never.
Speaker A:AI can handle the repetitive stuff, but when it comes to complaints, sensitive topics or big decisions, nothing beats a real person.
Speaker A:The key is to train your AI tools like chatbots to reflect your brand's tone and values.
Speaker A:And always give customers a way to speak to a person if they want to.
Speaker A:Even though I specialize in AI marketing, if I'm stuck in a system where I really want to speak to a person or I want that connection with a person and I can't get it, I get frustrated.
Speaker A:So I can only imagine what it's like for the people that don't even use AI within their own businesses.
Speaker A:So when I train teams or I work on a one to one basis with business owners, this is one of the first things that we look at is blending automation with that authentic connection, because both are important.
Speaker A:Now let's focus on some mistakes to avoid.
Speaker A:So here are a few common pitfalls that you need to steer clear of.
Speaker A:So first of all, over automating, if a customer can't speak to a human, frustration builds.
Speaker A:I've mentioned how it makes me feel sometimes, so that's really important.
Speaker A:Neglecting reviews AI needs guidance.
Speaker A:It needs regular oversight, so you need to regularly review it.
Speaker A:So don't neglect reviewing AI ever and poor integration.
Speaker A:Make sure that your AI tools are working with your existing systems.
Speaker A:Sometimes it's worth if you're introducing AI, running it alongside an old system and then integrating it, you'll find what's right for your business.
Speaker A:But try and avoid some of these mistakes.
Speaker A:And remember that keep your days to practice is ethical and legal.
Speaker A:If you missed my episode on AI ethics and marketing, have a little listen to that as well because that's really one to catch up on.
Speaker A:I am passionate about ethics and AI.
Speaker A:The two have to go hand in hand for me.
Speaker A:So to sum up, AI can transform your customer service, but only when used strategically.
Speaker A:It's about saving time and enhancing the experience and not cutting corners.
Speaker A:Don't do that.
Speaker A:Choose the right tools, blend them with human connection and make sure they work for your business model.
Speaker A:And if you'd like some support in figuring all of this out, feel free to book a free discovery call with me.
Speaker A:You can do that via the website or you can join me by booking an AI strategy session.
Speaker A:All the mentoring and training that I do is done online, so wherever you are in the world, it doesn't matter.
Speaker A:Get in touch.
Speaker A:I'll be on to help you.
Speaker A:All of these services are designed to help business owners like you take control and make confident decisions or to help marketing teams maximize the AI opportunities for them when they're carrying out the marketing duties within your business.
Speaker A:Either way, I'm here to help.
Speaker A:And remember as well to download your free free business guide.
Speaker A:It's called Business Owners Roadmap to a Better Strategy.
Speaker A: make sure you use the code POD: Speaker A:You'll be entered into a monthly draw to potentially win a free power hour with me too.
Speaker A:Thanks again for joining me.
Speaker A:I'm Tracer Heatley.
Speaker A:I'm a Chartered Marketer and I'm a CIM Certified Marketing Specialist.
Speaker A:I really appreciate you tuning into these episodes.
Speaker A:It's lovely to have you join me.
Speaker A:I do like chatting with you and I hope that you're getting great value from these.
Speaker A:Well it just what it says on the tin.
Speaker A:Marketing magic in minutes Next time.
Speaker A:In the next episode we're going to be talking about predictive analytics and how AI can help you make smarter, more strategic marketing decisions based on on real data.
Speaker A:So thank you again for tuning in.
Speaker A:Until next time, remember, better marketing, better business.
