Artificial intelligence (AI) and machine learning (ML), both are closely linked with one another. AI software uses ML capabilities to collect and process data which helps in performing tasks like planning, reasoning, and predicting future behavior. It makes people’s job easy at various levels and drastically improves productivity. The technology has managed to enter millions of bedrooms in the form of digital assistants like Amazon’s Alexa and Apple’s Siri. Artificial intelligence forecasting capabilities play a crucial role in predicting real estate, stock market movements as well.
Now, the question that IT heads of several companies face is about the additional capabilities that the artificial intelligence tools can add to their existing CRM.
Data trail is left behind whenever a consumer visits a Facebook page, makes a phone call or buys something on an e-commerce site. Thanks to the Internet of Things technology, even smart refrigerators, cars, microwave oven, and other devices generate data every second. Artificial intelligence and machine learning have the capabilities to turn this big ocean of information obtained from various sources into readable data.
Thanks to advanced technology, CRM is not just about collecting and storing information anymore
Until the introduction of AI and ML, CRM was more about collecting, storing, and then using the same data during consumer interactions. Today, artificial intelligence technologies in business help in extracting the real value from the data by analyzing and interpreting it to understand consumer behavior.
Compared to the customer relationship software available during the last decade, ai crm can handle increasing volumes of data and analyze the same within seconds without human interventions. Advanced customer relationship management systems can understand consumer behavior and offer tailor-made products to suit their needs. No doubt, AI and ML are set to change the future of crm software.
Creating accurate consumer profiles and optimized sales strategy with crm in sales
Customer relationship management software has become a backbone when it comes to marketing and sales efforts these days. With the growing amount of data each day, it has to grow, and evolve technically. Besides having necessary consumer contact details, sales representative using the advanced artificial intelligence backed CRM has access to the prospect’s social media profiles, past interaction details, and even his or her financial position data derived from previous purchases.
Earlier, it was not possible for sales representatives to go through the ocean of information and make an intelligent decision. Thanks to advanced AI and ML tools, the enormous amount of data can be quickly processed and digested. Sales reps can get timely alerts for maintaining a follow-up with customers via email, messages, or a phone call.
There is no need to hire a different set of people for sales and data analysis anymore as reps get all the data at their fingertips within seconds.
Genuine consumer profiles get generated with the help of intelligent data analysis and automated data entry. Crm software for sales and marketing can help with customer purchase behavior predictions, and firms can use this data to recommend products that the customer can be interested in buying. It helps with an increased number of leads, and of course, plays a crucial role in avoiding and saving costs incurred due to invasive advertising.
The same data can also prove to be useful for software developers who can use it for developing apps that are easy to use and intuitive, resulting in quality experience and increased conversion rates.
Developing a positive feeling about the brand
Customer satisfaction is guaranteed when the company offers personalized, quality service. The use of AI helps in improving the brand’s image amongst users as it enables them to use consumer-friendly marketing strategy at the right place and time. Besides helping in saving the operational costs and time, the brand’s interactions with the users become fast and humanized due to the deployment of artificial intelligence powered efficient CRM. It is perhaps the easiest way for automating various processes and achieving satisfactory results at the same time.
The bond between the consumer and the company strengthens further due to the use of AI and biometric technologies (facial recognition).
Customer self-service and digital service agents (Chatbots)
Several AI-powered apps offer quick solutions to the customer by just using the data available in the knowledge base.
Digital agents, called Chatbots, have already replaced humans as the first level customer service option on various websites. They are deployed to handle basic questions and queries when customer service executives remain unavailable. The system integrates with CRM and handles common requests. It forwards the queries to agents only when the case needs human intervention.
Helps advisors to respond quickly and accurately
Data retrieved from digital interfaces and social networks remains centralized due to the CRM. The use of crm artificial intelligence analytical tools helps firms to interpret the information and extract the real value out of it to fulfill the brand’s objectives. It creates a resource that further supports the sales, marketing, and customer service teams to respond accurately and promptly.
Every online shopper knows the role of AI recommendation engines. The tool offers product or service recommendations to consumers based on their product browsing and purchase history. Artificial intelligence powered sales management software offers smart suggestions to front executives while they interact with customers. The tools even help sales reps with the best suitable email templates with product details that should be included as a part of the marketing emails sent to the prospects. It also recommends the best method to communicate with the consumer based on the previous communication channels used by the person and helps in optimizing the chances of closing a deal within a short timeframe.
Mundane, repetitive tasks can be automated to save the time of customer-facing associates.
Microsoft Dynamics, Zoho’s Zia, SugarCRM Hint, Salesforce’s Einstein are some of the most discussed AI CRM solutions. There are some other alternatives with impressive features available in the market. If you wish to know more about ai in crm and crm automation, you should consider fixing an appointment with Smart Sight Innovations. The firm has experience in developing and deploying several AI CRM solutions.