Automating customer service surveys with Dasha AI

This article is about a product we are offering to our clients. Do not read it if you expect sales insights. Do read it if visions of a deeply automated future excite you.

Gartner predicts that 89% of businesses “will compete based on customer experience.”* Read any article on product, retail, brand, etc. - what is the underlying thread? Today’s market is a buyer’s market and the the customer needs must drive product or service positioning if a business wants to stand out from the crowd.

How do businesses ensure that their customers are happy? Collecting customer feedback and acting accordingly is a reasonable approach used by many. Sadly, there are still plenty of businesses who collect no customer feedback for a number of reasons, the two most common ones that I have seen being: 

1. No resources/other priorities
2. A strong conviction that they already do everything they could for the customer and nothing better can be done (I know, I know)

Of those that collect feedback, most collect it in the following ways: 

1. Email 
2. SMS/text messages 
3. Telephone calls 

Based on the conversations we’ve been having with customer experience teams, we see the following numbers:

1. Email - gets 5-25% engagement
2. SMS/text - gets 5-40% engagement
3. Telephone calls - if the phone gets picked up, the survey gets answered pretty much every time

Getting feedback from 10-65% of customers is great. Unfortunately, the other 35-85% is where the trouble lies - incomplete data is same as no data at all. Reaching your customers via the phone and collecting feedback directly is most efficient. It is, in the legacy world, the most expensive approach as well. 

Lucky for you - this world is no longer the legacy world. 

Over the last six months we at Dasha AI have worked with three companies in the financial sector on automating CSI and NPS surveys. Their reasons for seeking help came down to the following:

1. Feedback is needed to ensure customer loyalty
2. Customers can't be bothered to reply to email and SMS surveys (ask yourself how often you reply to those pesky rating messages?)
3. Some of the data is the same as none of the data 
4. There are not enough call center operators for survey calls 
5. Expanding call center operations is cost-prohibitive
6. Automated calling systems (IVR) are found deeply lacking (less than 3% feedback collected)

For each of the clients we have designed and developed a customer loyalty feedback voice model. We are presently collecting feedback from 98% of people who pick up the phone. 

We've taken feedback and here are the points that our clients saw as key benefits from using Dasha AI to collect surveys

1. The AI runs stand-alone - requires no operator as back-up;
2. The voice model collects feedback (ratings) using intent analysis - does not require a specific number to be voiced but confirms it with the customer;
3. Where appropriate, the AI asks open questions and collects additional customer input;
4. If a low rating is confirmed, we push the issue to our client’s customer service software while the call is still running. This enables them to work to solver the pain in the shortest time to win the customer back;
5. If a high rating across the board is given, we can ask the customer to leave a review on whatever feedback site our client relies on;
6. If the customer asks to be called back, our AI asks at what time and then calls back at that specific time - not a minute later. This punctuality makes it easy for the customer to provide feedback at the time they themselves set;

If you think this technology can benefit your business - let’s schedule a demo call 

How do you see deep process automation changing your customer experience?