Simon Ma, Director and Regional Manager (ASEAN), Freshworks

Personalized experiences go beyond remembering customers’ names. Customers expect businesses to deliver tailor-made experiences that take into account their unique needs and current circumstances. How?

  • Achieving this requires employees to have a deeper understanding of customers’ histories with the business so that they are better equipped to deliver the right kinds of services and support them in resolving whatever issues they are facing. Failure to do so will not only hinder business growth but can also frustrate efforts to close deals and keep customers coming to their business.
  • To improve customer engagement, businesses must equip their employees with the right tools to bridge the gaps between both parties. These tools need to be AI-driven, efficient and scalable — so that employees can deliver always-available services across various channels, and translate customer data into crucial information about preferences and activities.
  • By leveraging this actionable information, agents will have the means to create contextualized responses and targeted customer engagement activities. The AI also provide recommended responses and measures for teams to help customers take the next step in their journeys.
  • Using AI-driven automation tools can also expedite the creation of personalized interactions. For example, a retail brand can curate product recommendations based on customers’ purchase histories or create notifications informing them that the item they liked is on sale. With these technologies, businesses can create lasting impressions that translate into greater customer retention.
  • Lastly, AI-driven analysis platforms can also facilitate faster and more accurate decision-making by allowing teams to identify opportunities for business growth, or spotting issues that hinder success. For instance, customer service agents can leverage AI-driven analytics to review their current performance. From there, the platform can suggest ways to improve employee productivity as well as automate measures to resolve potential problems that can otherwise bog down response times.