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March 9, 2021 Business Technologies

How AI Strengthens Customer Success & Renewal

Brian Anderson wearing a patterned white and black button-up shirt.
By Brian Anderson

Intelligent Virtual Assistants (IVAs) provide clear value for engaging prospects with the help of AI. But it is often overlooked how the customer’s success and support side can benefit from AI. But it should be considered given the clear value of customer retention. Research shows that increasing customer retention by 5% can increase profits anywhere between 25% and 95%!

While sales and marketing use cases focus on consistent follow-up to streamline prospects’ buying journeys, IVAs in the customer success department focuses heavily on regular engagement and management of accounts to increase product usage and expand the growing relationship. BrainSell is currently researching unique ways to incorporate AI into our customer success initiatives, and our findings are getting the whole team excited! 

Here are a few ways customer success teams can gain value from AI to drive better engagement and customer experience. 

1. Assess & Strengthen Customer Health

After the initial onboarding phase, businesses need to ensure clear, regular communication with customers to drive engagement and healthy adoption. With an IVA, companies can make personalized contact with every customer. More importantly, customers can engage in a two-way conversation with the AI assistant to discuss their specific needs. The appropriate sales or support rep can then use that contextual insight to provide the best customer experience possible. 

Even further, IVAs can then automate the follow-up process to confirm customer satisfaction. 

2. Collect Customer Feedback & Referrals 

IVAs are also valuable tools for gaining deeper insights into your customer’s use case. Much like following up to check in on user adoption, companies can also follow-up with established customers to create loyal advocates by fielding surveys, promoting online reviews and more. 

Customer use cases can then be used to fuel marketing and sales initiatives, bring the entire feedback loop full circle! 

3. Find Cross-Sell/Upsell & Renewal Opportunities

Consistent follow-up not only mitigates customer churn but also opens potential opportunities to expand customer relationships and uncover new ways your products or services can help their business grow. Businesses can leverage IVAs to drive interest with customers to purchase additional products or projects. 

When done correctly, customers feel as though you truly care about their wellbeing. In turn, this leads to a more valuable partnership with your customers and better experiences. 

Conclusion 

We’re seeing the benefits of incorporating IVAs like Conversica into our workforce. If our story piques your interest, feel free to reach out and chat with us about your growth goals and how IVAs may be beneficial in your business’ growth. 

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Author Bio

Brian Anderson

Brian Anderson joined BrainSell as the content marketing manager but unknowingly became our in-house troubadour as well. Brian’s ability to generate high-quality content and continue to develop the BrainSell voice is unmatched.

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