{"id":29746,"date":"2024-02-20T14:30:00","date_gmt":"2024-02-20T14:30:00","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29746"},"modified":"2025-02-12T17:58:02","modified_gmt":"2025-02-12T17:58:02","slug":"customer-service-trends-2024-trend-1","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/customer-service-trends-2024-trend-1\/","title":{"rendered":"Want to keep your customers? AI can help"},"content":{"rendered":"<p>If you\u2019re still the person thinking, \u201cI\u2019ll just wait and see how all of this AI stuff plays out,\u201d it\u2019s time to reconsider.<\/p>\n<p>According to our <em><a href=\"https:\/\/www.intercom.com\/blog\/campaign\/customer-service-trends-2024?utm_source=ii-blog&amp;utm_medium=internal&amp;utm_campaign=20240110_nb_wc_all_global_gl_all_all_all_cst24_customerservicetrendsreport2024?utm_content=post\">Customer Service Trends Report 2024<\/a><\/em>, 87% of support teams have seen an increase in their customers\u2019 expectations over the last year, and 68% of those believe that expectations have been directly influenced by AI.<\/p>\n<p>If you\u2019re not ready to adopt AI just yet, there\u2019s a good chance your competitors are \u2013 and that means customers are already experiencing a new style of support.<\/p>\n<p>As our Director of Customer Support Operations, Anthony Lopez, put it:<\/p>\n<blockquote class=\"pullquote-style-four\"><p>\u201cIf for the last 10 months, you\u2019ve been getting responses in less than 30 seconds and you see a company that\u2019s not doing that, then you\u2019re going to have a miscalibration with your expectations.\u201d<\/p><\/blockquote>\n<p>So, the question is: do you want to be the company making your customers relive the old days of support, or the company delighting them with a futuristic support experience?<\/p>\n<h2 id=\"aim-high-or-say-goodbye\">Aim high or say goodbye<\/h2>\n<p>Our survey showed that 68% of C-level support execs believe it\u2019s harder to retain customers than it was a year ago, and 43% of support teams think that\u2019s because of increased customer expectations. With retention so closely linked to a stellar customer experience, we\u2019re aiming to not just meet customer expectations, but exceed them with the help of AI.<\/p>\n<p>Over the last year, we\u2019ve had so many conversations about what we want our support offering to look like: how we\u2019ll measure success, how we want our customers to feel, how our teammates can maximize their skills.<\/p>\n<p>We\u2019ve come a long way, and we still have so much to learn \u2013 but here are some of the areas we\u2019re improving with a human+AI support strategy.<\/p>\n<h3>Speed of response<\/h3>\n<p>A whopping 77% of support teams believe AI will accelerate customers\u2019 expectations of fast response times. And it should \u2013 AI shines when it comes to speedy responses, answering common queries almost instantly. For more complex issues, AI can clarify the problem, triage the query, and set expectations. If your team\u2019s first response time is higher than you\u2019d like, AI and automation can help.<\/p>\n<h3>Speed of resolution<\/h3>\n<p>Time to resolution is a common metric for support teams. But is keeping this number low always the ideal outcome? Combining the power of humans and AI means our simple questions are solved near-instantly, while humans can apply their problem-solving and troubleshooting skills to more complex, difficult issues.<\/p>\n<h3>Availability<\/h3>\n<p>No business can offer 24\/7 support to all regions without significant cost. Using AI to offer answers, or set expectations, and triage at any hour ensures our customers will always have somewhere to go with their problems. As our boss and VP of Customer Support, Declan Ivory, said on a <a href=\"https:\/\/www.intercom.com\/blog\/videos\/podcast-cs-trends-2024\/\">recent podcast<\/a>:<\/p>\n<blockquote class=\"pullquote-style-four\"><p>\u201cWith the advent of generative AI, ChatGPT \u2026 [people are] using tools that are based on these technologies day in, day out. Their whole expectation level has changed, the bar has been raised forever. People do expect instant engagement. They do expect high quality responses out of this type of technology. They do expect it to be available 24\/7.\u201d<\/p><\/blockquote>\n<p>You\u2019ll find more industry insights and actionable advice in <em><a href=\"https:\/\/www.intercom.com\/blog\/campaign\/customer-service-trends-2024?utm_source=ii-blog&amp;utm_medium=internal&amp;utm_campaign=20240110_nb_wc_all_global_gl_all_all_all_cst24_customerservicetrendsreport2024?utm_content=post\">Intercom\u2019s Customer Service Trends Report 2024<\/a><\/em>. Find out what your peers in the industry are working on, thinking about, and preparing for over the coming year.<\/p>\n<hr \/>\n<p>This article was featured in the latest edition of our customer service-focused newsletter, <em>The Ticket<\/em>. <a href=\"https:\/\/www.intercom.com\/blog\/newsletter\">Sign up here<\/a> to get unique insights delivered straight to your inbox every two weeks.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>Do you want to be the company making your customers relive the old days of support, or the one delighting them with a futuristic support experience?<\/p>\n","protected":false},"author":219,"featured_media":29748,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[25296],"coauthors":[482,24858],"class_list":["post-29746","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-the-ticket"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Want to keep your customers? 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