Imagine a world where every customer interaction is not just a transaction, but a meaningful conversation. A world where businesses can anticipate customer needs, respond with precision, and engage at a personal level that transforms the customer experience.
The next 2024 revolution in customer engagement entails breakthrough features that redefine the standards of online customer interactions, and I will be listing two prominent ones in this article; ‘Automated Workflow Platform’ and ‘AI Response Feature’. These features are not only incremental improvements, they represent a sea change in how businesses of all sizes—from startups to corporations—can connect with their potential and existing customers on online platforms; WhatsApp, Instagram, Facebook etc.
An Automated Workflow Platform is an automated powerhouse that streamlines customer conversations. The platform offers a visually user-friendly interface and intuitive approach to analyse, understand, and respond to customer queries in real time with pre-determined questions and answers. It delivers a personalised experience 24/7 without the need of constant supervision.
If you’re looking to create dynamic and responsive workflows, most platforms offer custom conditions and branching, which allow you to set up workflows that respond only to certain scenarios:
- Custom conditions: You can create workflows that adhere to different scenarios. For example, auto-responses will be sent when you receive messages containing specific keywords.
- Branching: Branching allows you to create different paths within a workflow based on a criteria. This enables your desired actions to specified individuals or groups, such as assigning conversations to sales representatives based on inquiry type.
The power of automated workflows results in increased productivity in sales and consistent, efficient and optimised customer interactions, all while saving innumerable hours.
An AI Response Feature takes time- and cost-efficiency to the next level. With great feasibility, businesses can easily generate AI-powered responses in chats within a click. The features aims to solve the pain point of time and costs expended in training and assigning staff for personalised customer engagement, since this feature allows businesses to go beyond the usual responses to customer queries; it enriches each conversation with tailored content, product recommendations, and offers, driven by a deep understanding of customer preferences and past interactions. The tool’s superpower is in human-like digital communication in superhuman speed and efficiency, which has proven to foster loyalty and significantly boost sales conversion rates (by up to 80%).
For businesses that operate in the diverse and rapidly expanding Southeast Asian market, they are left to pivot in the complexity of engaging with a multicultural audience. An Automated Workflow Platform and AI Response Feature emerge as game-changing features that equip businesses to navigate language differences and unique cultural nuances with ease. The AI-powered platform ensures that no message goes unattended, enabling businesses to cultivate robust customer relationships and drive growth in this dynamic landscape.
This article is written by Henson Tsai, founder and CEO of SleekFlow
