5 Ways Of Using AI to Improve Customer Experience

Improving and enhancing customer experience is important for all types of stores – be they physical or virtual. There are different things that brands and companies can do to improve the experience their customers have so that they (the customers) can become loyal, long-lasting, and lucrative.

Online stores, in particular, can utilize AI (artificial intelligence) to enhance customer experience in a number of ways. There are various AI-driven solutions that can help online stores streamline the way customers visit and interact with the webpage(s) and go about their purchases.

In this post, we are going to be looking at five ways in which AI can be used for this purpose. However, our discussion won’t be limited to just online stores, as physical stores can also use AI in much the same way as online stores.

In online stores, written content plays an important part. It takes the form of product descriptions, landing page content, and other types of text that help guide the visitor.

When this type of content is written properly, it is easy to understand. When it is easily understood, it helps the users and visitors to get around the site and find what they need to find i.e., they can navigate easily and efficiently.

This translates to a better customer experience. From the elaboration above, we can understand that when the content is properly written, and the user navigation is smooth, it means the customer experience becomes enhanced.

By the way, when we say content that is “written properly,” we refer to content that contains most, if not all, of these qualities:

This is something that you can use AI for. You can use artificial intelligence to create clear, engaging, and informative content that can help make your site better in terms of user-friendliness. We’ll mention some AI tools that you can use for content creation at the end of this article. 

This is another way in which AI can help in improving customer support. 24/7 support refers to the setup where online stores and platforms make themselves available to their customers for any help or assistance that the latter may require.

One way to set up 24/7 support is to create a support team that stays online throughout the day and throughout the week. This is something that big corporations do since they have the budget and manpower needed for it.

But if your company does not happen to have those, they can utilize AI for this purpose. Granted AI does not have the same intelligence and spontaneity as a human team would, but it serves the purpose well enough.

You can set up AI chatbots on your site. Users can use the chatbots to get answers to basic questions and queries. In a lot of chatbots, you can set up specific common queries that users can choose from and get instant answers. 

Nowadays, with the assistance of Generative AI Services, chatbots have become more sophisticated as well. You can set up chatbots that can respond to queries in a near-human manner. This further reduces the need to have an extensive customer support team as a lot of the brunt is pushed to the AI-powered chatbot. These chatbots can provide precise and clear instructions for troubleshooting common issues and provide answers based on the feedback.

Many platforms and stores have a two-fold system. They set up a chatting software where the automated responses handle the initial stages of the user’s questions. If the question/query is resolved with the automated responses, well and good. If not, then the bot connects the user with a live agent. With generative AI, the queries that need a human touch get drastically reduced and the overall customer satisfaction goes up due to fast response times.

Another way AI can help in enhancing customer experience is through user experience personalization. In a lot of online stores, users can browse certain products and then get recommendations and suggestions according to their preferences. You may have noticed this in many online stores. There is always a section that says something like “People like you love these products”. More often than not, the products being recommended are relevant and useful to you.

This is done via AI algorithms that analyze vast amounts of customer data to get an idea of what people like.

Some examples of information they analyze are:

After collecting and analyzing this information with the help of AI you can set up different buyer personas. Then you can make your online store analyze the activity of each user in each session and tailor their experience according to the analysis. To put a few together, here are some things that you can do with this gimmick:

Stores also use cookies to save the experience for each customer for longer than just one session. As long as the same browser is being used and the cookie history is not reset, the customers are able to get personalized suggestions and options every time they visit.

Nowadays, thanks to the online site creation services and the CMS that are available, you don’t have to go to the nitty gritty of this. Rather, you can just find and enable the option. 

AI can also help you nurture leads and transform them into customers in situations where they have been to your store and browsed your items but have not gone through with the purchase itself.

This one is a bit more specifically based in the field of email marketing. We’ll explain it properly, don’t worry.

Nowadays, there are online platforms and services that you can use to create email marketing automated campaigns or “journeys,” as one particular platform calls it. 

You can create a message to be sent at a specific time to a user who performs a specific action, such as putting items in the cart and then not going through with the purchase. You could send a message reminding them of the abandoned cart, and then they can come back to it. 

Another example is when you offer a small discount on the items in the cart for a limited time. This type of approach invokes a sense of urgency and may get you a purchase. AI can play multiple roles here. The content of the email, the amount of discount to be given, or even the time to send the email for maximum chances of conversion can be decided by AI.

Customer experience can be enhanced proactively as opposed to retroactively by using predictive analysis. Predictive analysis is the use of machine learning and statistical techniques to analyze data and predict future trends.

For example, by analyzing:

AI can predict what the customers will do next. Using this type of model, companies can anticipate their customers' future wants and needs and move to provide them preemptively. And that results in a great customer experience. A real-life example would be as follows.

Feedback analysis is the process of collecting information from customer feedback and analyzing it. Popular sources of feedback are:

All of these are unstructured sources of data, so machine learning is used to do sentiment analysis on them to see how many are positive, negative, or neutral. Once that is done, a company can sit down and see what their customers think about their products and services. This helps them to identify areas of improvement that customers were dissatisfied by as well as identify common and niche issues.

This information gathered quickly with the help of AI helps companies understand what they can do to improve the customer experience. They can improve the shortcomings of their product and ensure that their customers have a better experience when they inevitably return.

Here is an example: A restaurant chain could use feedback analysis to see which kinds of dishes are being praised the most. They could feature that dish more prominently and offer better deals surrounding it to sell it better and ensure that customers are getting the best dish. 

On the other hand, they could also see what kinds of complaints are recurring to identify gaps in their service and improve them to provide a better customer experience. We can say this is due to AI because feedback analysis is only possible due to AI. Without it, the speed of recognizing these trends would be far too slow to make a difference.

There are many AI business tools that can help in the creation of marketing materials to attract customers. The following are some of them.

Venturz is an all-in-one platform that’s designed to support individuals and groups in launching, growing, and managing their startups. 

It offers a wide array of tools and resources aimed at simplifying the startup process. This makes it efficient and cost-effective. One of the features of Venturz is that it offers a tool for email and a unified inbox. 

A system to manage all incoming customer messages, with features like public vs. private inboxes, customizable fields, and read receipts. It also offers tools for creating and automating email marketing campaigns. From strategies to email content creation, there is assistance for everything.

Paraphrasing is an online tool that rephrases any content provided to it. While it doesn’t necessarily help in writing marketing content, it does help in optimizing it. 

By running your marketing content through the tool, you can improve its clarity and compellingness. The tool will replace most of the words with their more suitable alternatives and alter the sentence structures to make them simpler. These things can help customers better understand the marketing content. 

That said, there are multiple rephrasing modes that you can choose from.

Each mode paraphrases content a bit differently. Also, it is worth noting that only two modes “Regular and Formal” are available for free, the rest are paid. 

Jasper is an AI assistant that helps marketing teams create content faster and more easily. It can be used to write things like social media posts, blog content, and marketing copy. Jasper can also generate different creative text formats, like headlines and product descriptions. 

Users can input a brief description of what they need, and Jasper will automatically generate different creative text formats. Jasper integrates with other platforms to streamline content creation.  Some of the benefits of using Jasper include increased content production, higher audience engagement, and cost and time efficiency.

These are some ways in which you can use AI to enhance customer experience in your online stores. You can use AI to make engaging content to help guide and educate your customers better. AI can also be used when you want to personalize the experience of each visitor according to their preferences. 

You can also use AI to create advanced chatbots that can help you with customer service. Another use of AI is in messages and callbacks. AI can decide the best time for sending an email to provide the best experience to the customer. Finally, you can use predictive and feedback analysis that is done via machine learning to find gaps in your services and plug them to provide an exquisite customer experience. 

We hope the post above was helpful. Thanks for reading.