This post is part 3 of our three-part series on the step-by-step guide to automating the sales funnel with AI. This culmination piece will discuss how AI can automate customer experience, empower upsells and improve retention beyond the funnel.
In Part 1, we discussed leveraging AI to automate mundane workflows for the top of the funnel, allowing humans time to pour into creativity and elevate the demand generation game. In Part 2, we explored applications of AI in the middle and bottom of the funnel and discussed why AI is the new necessary fuel of growth for automating the sales process.
Beyond the Funnel: AI In Customer Experience, Growth and Retention
Retention and growth are the derivates of customer experience and continued value extraction. This part of the sales funnel is the least automated. Organizations rely heavily on account executives and customer success reps to understand customers' health.
But AI is changing that. AI is taking the grunt work away from humans, helping them concentrate on only what humans can do. Here are some ways AI is disrupting the retention game beyond the funnel:
Customer Behavior Analysis
ML algorithms can help you make better and faster decisions to optimize customer retention strategies. AI can analyze customer behavior, engagement, and feature adoption to identify signals of roadblocks and upsells.
Automating data extraction, correlation, and insight generation saves your team hundreds of hours. AI algorithms use historical data and customer attributes to build predictive models. These estimate the likelihood of customer retention, customer behavior, and customer satisfaction. This information allows you to target your actions.
Churn Prediction and Prevention
AI analyzes customer data to predict potential churn and enables your business to implement retention strategies. Identifying dormant customers, signs of dissatisfaction, and predictive learning can help to uncover at-risk accounts faster.
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Your team can intervene and save these accounts. Some SaaS companies are automating churn prevention outreach with AI. You can also automate retargeting and win-back campaigns with AI.
Subscription Analytics
Pricing is an enigma for most B2B companies. Perfect pricing and packaging are the result of tons of experimentation and feedback.
AI-based subscription analytics tools can help your correlate features to price and, eventually, to value.
Personalized Recommendations
AI generates personalized recommendations, features, and offers based on customer usage analytics. AI algorithms account for their preferences, purchase history, and browsing behavior. AI based personalization aids in fostering customer loyalty and increases retention rates.
Automated Loyalty Programs
AI-powered systems automate customer loyalty programs, tracking customer activities, rewarding points, and providing incentives to encourage repeat purchases.
The loyalty management market is worth $4.43 billion, with the average American being part of 16.7 loyalty programs. With customer retention now taking the precedence it always deserved, loyalty programs are on the rise and will continue growing. AI can help identify loyal users and then customize loyalty programs for them.
Tailored Post-purchase Communication
AI can automate personalized post-purchase communication, such as order or subscription confirmations, delivery updates, and post-purchase surveys.
Post Funnel AI for Customer Service and Support
AI-powered Chatbots
AI chatbots can handle routine customer inquiries, provide instant responses, provide assistance 24/7, and use the customer's native language. Chatbots improve customer satisfaction and response times.
With the advent of Large Language Models (LLMs), it has become super easy for businesses to train models on their data and deploy chatbots. This process used to take weeks and still produce substandard results. With LLMs, chatbots have become more intelligent than ever.
AI-powered systems can understand and interpret customer queries and sentiment, delivering more accurate and context-aware responses and enhancing the overall customer support experience.
Self-service
AI can power self-service systems, including knowledge bases, FAQs, and interactive tutorials, enabling customers to find answers to common questions independently.
We have also seen an influx of AI tools to create user guides and knowledge base articles by crawling website data, understanding architecture, and minimal human input.
Intelligent Ticket Routing
AI can route customer support tickets to the most appropriate support agents based on expertise, workload, or historical performance, ensuring efficient and effective issue resolution.
Customer Sentiment Analysis
AI algorithms can analyze customer sentiment expressed in support interactions, allowing businesses to identify areas of improvement, address concerns, and enhance customer satisfaction.
H2. Post Funnel AI for Tech Support
AI-powered Troubleshooting
AI provides automated troubleshooting assistance. AI guiding customers through common technical issues or error resolution processes reduces the need for human intervention.
Predictive Maintenance
AI algorithms analyze device or system data to predict potential technical issues. This enables proactive measures, such as remote diagnostics or just-in-time maintenance. Preventing customer disruptions reduces the work of customer support and helps with retention.
Remote Support and Diagnostics
AI-powered systems facilitate remote support by analyzing device or system data. Remote resolution can be challenging to orchestrate. AI support can aid in troubleshooting and resolution testing.
Automated Software Updates and Patches
AI automates software updates and patch distribution processes. Customers then always have the latest bug fixes. You can roll out security enhancements and new features in the same way. Homogenizing the systems minimizes technical issues.
Constant Monitoring and Error Reporting
AI tools continuously track and analyze various systems, processes, or applications. They detect and report errors or anomalies in real time. This proactive approach ensures you can identify and address issues with the urgency they require. Some tools in this field include an issue prioritization function to aid with this. The overall effect is improving system reliability, performance, and operational efficiency.
Tech Support Analytics
AI analyzes technical support data, including ticket volumes, resolution times, and customer feedback. Generating insights into support performance, identifying areas for improvement, and optimizing tech support operations.
Wrapping UP
As we cross the finish line of our AI-powered marathon through the sales funnel, it's evident that AI running shoes are the game-changer for businesses seeking victory. Well-chosen AI sales funnel support equips you with customizability, data, and scalable outreach. AI propels your business forward from the initial strides of brand awareness and lead generation to the final stretch of customer retention and post-purchase support.
Don't attempt to run the marathon of sales automation in flip-flops– embrace AI running shoes and experience the thrill of accelerating your business toward success, one step at a time.
In this 3-part series, we explore the numerous applications of AI throughout the sales funnel. Part 3 examines how AI automates sales funnels beyond conversions and aids in upsells, growth, adoption, retention, and support.
