Customer experience solution provider Simplr has launched a new customer service personalisation feature.
The company combines a staffing pool with AI-based technology to quickly allow companies to expand customer service capacity. Its so-called “Human Cloud Network” uses AI to provide tips, product information and other guidelines.
The new Personal Connection Prompts feature allows the company’s specialists to be more personal and empathetic by integrating tools within their workflows to help respond to customers based on past customer data. Those data points include past purchasing behaviour, past interactions, life events such as birthdays, world events and personal interests.
The aim is to boost trust and brand confidence, in turn leading to an increase in customer loyalty.
“It’s clear that investing in personalisation and empathy is a must-have for any business that sees customer experience as a revenue driver. But to do it at scale across service and support traditionally requires significant overhead and training without any guarantee of consistency or effectiveness,” said Daniel Rodriguez, Simplr CMO.
“Simplr represents a new way forward for CX, where through the perfect marriage of human connection and cutting edge technology, our partners are building real rapport and better customer engagement in every single customer interaction.”
Simplr recently released a study of 1,493 consumer brands, looking into trends in conversational commerce. Among its findings were that 51% of brands are now offering online chat as a customer service channel – up from 35% in a similar study from the start of the year.
“The goal of chat is ultimately to reduce the effort needed by customers to get answers to their questions, paving a smoother path to purchase,” said Daniel Rodriguez. “This study makes it clear that where possible, companies need to blend the best of humans and technology to give consumers the immediate and personalised support they demand or those consumers will take their purchasing power elsewhere.”
