Using AI to Retain and Grow Customers in an Economic Downturn
What can you do to help your Customer Success teams keep customers happy and spending? Conversica’s own Ella Dillon (Chief Customer Officer) shares a few tips about using AI to retain and grow customers during tough economic times.
How Downturns Affect Customer Success Teams
Companies recognize the chilling effect the economy has on buyers. When acquisitions of net-new customers slow down, companies put increased pressure on Customer Success teams to retain and grow revenue from existing customers instead. This is a tall order for Customer Success teams, who are already forced to do more with less. Clearly, Customer Success organizations need ways to establish resiliency for today and beyond.
Risky Business: Blind Spots Affecting Customer Success Teams
When CSMs are juggling too many tasks, essential actions get dropped. Enterprise and noisy customers get the lion’s share of attention. But large swaths of customers get left behind — or only get reactive attention. This means lots of customers, concerned about their budgets, might be on their way to churn.
Sadly, human-sent emails are less persistent, consistent, or prompt than AI-delivered emails. Leveraging AI Assistants helps CSMs give customers the proactive attention they need to succeed and pass customers over to a CSM at the right moment. This means less leg work for your CSMs and better engagement for your customers.
Motivating the Team
The Future of Revenue Is Silo-Less
Consider this: 83% of customers say they’re more loyal to companies that provide consistency across departments, according to Salesforce’s 2022 State of the Connected Customer report. Customers don’t want to have to know the difference between one team within your company or another. They simply want to communicate with your brand and get the help they need.
Conversation Automation makes this a reality for Customer Success teams increasingly tasked with expansion and other selling motions. With an AI Assistant ensuring upgrade and cross-selling conversations feel natural and handoffs from CSMs to AEs are smooth, you build stronger relationships with your customers. How’s that for a frictionless experience?
Key Takeaways from “Recession-Proof: Using AI to Retain and Grow Customers in a Downturn”
If you are looking to tackle the challenges of today and beyond, now is the time to innovate. Now is the time to adopt a Conversica AI Assistant.
Want even more practical tips on how to leverage Conversation Automation to assist your Customer Success team? Watch the full half-hour webinar, Recession-Proof: Using AI to Retain and Grow Customers in a Downturn.