🤫 The secret to unlocking brand loyalty
Practical genAI applications, the wheel of tools, and top landing page builders
Customer service is evolving rapidly with the latest tech tools—which means expectations are higher than ever.
This week, we’re taking a look at the hottest trends and tools so far in 2024, and AI’s major role.
Today’s agenda:
🔝 Top customer service trends for 2024
🤖 How AI can maximize customer feedback
🧰 Digital marketing tools that work for you
💼 Briefly: Landing page builders & LinkedIn tips
⏱️ Up & coming: Twitter/X’s potential
❤️ The key to brand loyalty
Sprout Social is a popular social media management software company that regularly surveys consumers, marketers, and business leaders.
Here are the top customer service trends they’re seeing in 2024:
Customers want to communicate with brands through social media
More brands are using AI chatbots and virtual assistants to provide 24/7 support
Brands are feeding customer data to AI to give customized responses
Businesses are using social listening tools to gather customer data
“Tiered” customer support is sending the right issues to the right team members
Brands are investing in customer privacy
Brand community forums are helping customers help themselves
💡 Not all of these trends may fit your customer base, but which ones do you think may resonate? Which tools are you already using?
🪂 Where to deploy AI right now
Integrating generative AI (genAI) into existing processes is a difficult task—especially for businesses that are working with small teams and minimal resources.
In a recent Harvard Business Review article, the authors used their AI and analytics expertise to suggest that companies leverage genAI for “voice of the customer” applications.
This includes “parsing, interpreting, and responding to customer input” from various channels.
Practical genAI applications
Transcribing customer calls into text
Summarizing customer comments
Categorizing and sub-categorizing content (if given the categories in advance)
Determining how common the issue is
Providing specific recommendations to address it
💡 While the path to a fully automated system isn’t very simple or straightforward yet (unless you are a large company with numerous resources), smaller businesses can use a more modest or phased approach.
This might mean leveraging genAI where it can have the most impact, integrating it with CRM software, and gradually scaling.
👀 Find the right tools
Sometimes, we stick with the same digital tools for longer than we should simply because we lack the time to thoroughly dig through our options.
To help businesses zero in on what they need, Smart Insights has created an wheel of tools categorized by four main goals:
Engage
Reach
Act
Convert
The wheel breaks down further into 30 total categories, including “Online Customer Service Tools,” “Call Tracking,” and “SEO Keyword Analysis.”
💡 Check out the infographic here to discover the tools that best match your needs. Each category presents five tool options.
Briefly
🍎 iPhone sales are falling—but Apple CEO Tim Cook apparently has a major AI announcement on the horizon
📈 The supercore inflation reading is complicating things for the Fed
⚒️ Top landing page builders in 2024
🔗 Strategies for optimizing your LinkedIn business page
😱 All of the potential outcomes for TikTok following its ban aren’t looking promising
Up & Coming
Despite the consistent controversy surrounding Twitter/X in the past year, it still has potential for business use and connection with your audience.
Here’s a timeline of the past year’s events, plus tips on how you can make X work for you.