With heightened customer expectations, businesses are finding it harder and harder to satisfy their clients.

According to a new survey, customers aren't just fed up with bad service, but they're actively seeking compensation. We've all been pee'd off with company from time to time and thought about plastering it on socials... Right?!

It's all about embracing digital empathy.

It's time for a change!

• Salesforce recently published alarming statistics about customer dissatisfaction. 74% of customers had a negative experience in the past year, with 63% expressing feelings of rage.
• What's even worse is that the number of customers seeking 'payback' has tripled in less than three years.
• Additionally, customers are using social media to name and shame offending brands.
• Consumer behavior is changing, and it's affecting businesses' reputations.

From your customer's perspective!

• Even in virtual environments, customers want human connections.
• Customer relationships are missing digital empathy.
• It's hard to achieve digital empathy when customer interactions aren't personalized and data is a mess.
• Often, customers feel frustrated by impersonal chatbots - I know i do!
• Getting to know your customers' emotions, tone, language, and needs is crucial.

Changing the game with AI!
84% of IT leaders think generative AI can help them serve customers better. Adding generative AI to customer service operations can unlock several benefits:

1. Smarter Chatbots: Generative AI makes chatbots smarter and more personalized. Customer sentiment can be analyzed, nuances can be understood, and relevant solutions can be delivered. The responses can be reviewed by humans before they reach customers, ensuring accuracy and improving customer service.
2. Better self-service: We know generative AI excels at creating automated content. Using service case notes, messaging history, and data across sales, marketing, service, and commerce, generative AI drafts knowledge articles that help customers self-serve. Customers can find solutions on their own, which reduces the pressure on call centers.
3. Service agents can handle complex problems faster with generative AI. It's easy to share and apply lessons from previous case swarms. By using predictive AI, you can identify the right people to resolve issues, recommend resolutions, and automate parts of the case swarm, improving efficiency and customer satisfaction.

Customers are at the center of today's business. Senior leaders need to establish and champion a customer-first culture, aligning data, systems, and people around them.

You can find more here
Customer relationships are frayed — generative AI can help | Salesforce