How to Improve Customer Service with ChatGPT

How to Improve Customer Service with ChatGPT

Customer service has always had a significant role in how customers regard a business’ products and services. You can do a lot to improve the quality of your product, iron out the logistics, and market your products far and wide. Still, without satisfactory customer service, your business may struggle to retain customers and maintain a solid reputation. 

Good customer service is efficient, helpful, and most importantly, accessible. According to Salesforce, 47% of customers say they’ll stop dealing with a business if they have a subpar experience, and 80% of customers say the experience a business provides is just as important as its products or services. 

Even with a large customer service team, there will be times when the team gets overloaded, affecting response times and quality of service.  

Using ChatGPT allows you to lighten the load for your customer service agents and makes your customer service more efficient.  

3 Ways to Improve Customer Service with ChatGPT 

Automating responses to common queries

Maintaining satisfactory response times is essential for a good customer service experience, but often customer service agents spend their time on common questions and repeated inquiries. ChatGPT can identify these inquiries and generate automated responses to free up time and handle more complex inquiries more efficiently. It also enables customers to get the help they need almost instantly.

Although ChatGPT is not available as a customer-facing chatbot, an API from OpenAI is available for businesses to train and incorporate into their customer service chatbots. With sufficient training, these chatbots can handle more complex issues and provide personalized responses. Alternatively, ChatGPT can craft scripts for customer service chatbots commonly used through social media or apps like WhatsApp.

Other customer service channels can also see significant improvement using ChatGPT. For example, you can use ChatGPT to craft email responses to customer service queries and write scripts used by phone agents. Additionally, ChatGPT can help generate unique and creative responses to customer interactions on social media, further building your brand image and boosting engagement

Analyzing customer reviews, communications, and interactions

Customer interactions can provide valuable insights that can help you make improvements and additions to your products or services. Leafing through hundreds of social media comments, emails, or customer service conversation scripts can take time and effort. ChatGPT can quickly summarize these interactions, enabling you to pinpoint recurring issues and make informed decisions.

Troubleshooting and step-by-step guides

Another way you can improve customer support is to provide self-service guides, including troubleshooting and step-by-step guides, website FAQs, and social media or usage manuals made available to customers after they purchase your product or service. ChatGPT can help you build and maintain these self-service tools by generating organized, user-friendly content. With these helpful tools, customers can access the support they need for straightforward queries without overloading their customer service agents. 

Privacy Considerations when Using ChatGPT 

When you work with ChatGPT, it’s important to keep in mind that it stores transcripts of user interactions, which poses a cybersecurity risk. To ensure your customers’ privacy and safety, permanently remove sensitive or personal information from the data you input into ChatGPT.   

Go Further with AI for Social Media 

Large language models like ChatGPT are just starting and already there’s so much you can achieve with them. For helpful guides on leveraging ChatGPT for social media success, check out our blog.  There are other AI tools you can integrate with your social media platforms for better engagement, monitoring and analytics, and customer service. Read about them here. 

Are you interested in using AI or getting more information about how to use it to improve your customer service?  Contact us with any inquiries, and our team of experts will be glad to help you.