Power Customer Support With AI & Predictive Analytics

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Power Customer Support With AI & Predictive Analytics

11/17/2017

Customer satisfaction is what drives the majority of food-service business and restaurant success. In these industries, customers usually ask common questions such as: "Can I make a reservation?" and "I have allergies, what ingredients does this dish have?" These questions are usually asked in person or over the phone with a restaurant employee. But now, according to DeviceBits, a software company that provides online customer service tools, technology is making the process of customer service quicker and easier for restaurants and their customers.

Technology has become such an integral part of most consumers’ everyday lives and touches so many different aspects of business that it only makes sense to incorporate technology into customer service. In a recent survey, 36 percent of consumers said that they prefer interacting with a customer support system with self-support materials rather than the typical in-person or over the phone conversation. Because of these popular preferences, restaurants should begin modifying their customer care offerings to better suit the needs of their customers.

This “do-it-yourself” approach to customer service allows the customer to find the answers to their own questions, on their one time, and on any device they choose. By empowering the customers to find the answers to their own questions, customer may find that this method is less stressful and easier than traditional service.

Not only is self-service customer care better for customers in most cases but it also reduces the burden placed on customer service agents who usually handle frequently asked questions. By allowing bots and other software to answer simple or frequently asked questions, customer service agents can dedicate more time to customers who need more assistance for complex problems.

Self-Support Tools

Artificial Intelligence (AI) and self-discover methods are two popular tools that power the self-support customer journey.

Using AI tools like chatbots and machine-learning software, restaurants are able to connect with customers in their desired channel such as SMS messaging, live chat on websites, and social media messaging. Brands can utilize these self-service communication methods connect with customers and provide them with online self-service customer care options. Customers can interact with chatbots through these channels to do things like book reservations, ask about menu options and more. By interacting with chatbots, customers can avoid waiting on hold to speak to a customer service representative and get the answers and help they need fast.

There are also other self-discovery tools such as interactive guides, interactive tutorials, videos, adaptive FAQ’s. These tools give customers the solutions they need on their self-service journey. Using these tools, customers can watch a tutorial to learn how to make online orders or read the FAQ’s to learn more about the restaurant or brand. These are quick and easy ways to solve common customer questions and problems.

Digital automation is expanding, and customers are becoming more comfortable with experience self-support journeys. Because of how fast technology is growing, especially in customer service. It is vital for restaurants to understand the new demands of customer support and what their customer will be expecting from them.