3. > Gerald landed on your website
> He looked around at your product, he likes
what he sees
> He had some more questions about
integrations
> He browsed to ๏ฌnd an answer, couldnโt
> He found the help docs, but there were too
many
> He tried to ๏ฌnd someone to talk to, couldnโt
(hidden away or not available)
> Gerald bounces and looks elsewhere
๐ฆ Geraldโs Journey - New User
4. ๐ฆ Royโs Journey - Existing User
> Roy has been a user for a few months
> He has started using more advanced features
> He is trying to ๏ฌnd out how to customize a view
> He found the help docs, but there were too many
and he didnโt understand them
> He emailed support, they took 5 days to respond,
and didnโt answer the question, heโs frustrated
> Meanwhile a competitor got in touch and offered
an easier way to do what he wanted
> Roy churns and joins the competitor
5. > Slow response times
> Inaccessible support
> Poor feedback loops
> Lack of insights
> โBadโ chatbots
> High support costs
> Customer retention
> User product education
> Distraction
๐ฃ CX Pain Points Today
6. ๐ This happened to us
> We launched our business in the
AI โboomโ
> As a 2 person company, we
quickly became overwhelmed
> We wanted to improve our
product but were answering the
same questions over and over
> Initial churn was high as people
tried to โ๏ฌgure outโ the product
7. ๐ฆธ How does conversational AI improve CX?
> Instant response times 24/7
> No real downside to making easily
accessible for users
> Triage of queries - better for users and CS
team, fewer distractions, more strategic
> Simple product experience questions that
may not have been asked get answered
> Automated, aggregated AI insights to
common issues connecting CX/S + Product
11. ๐ฅก Takeaways
> Enhance CS, not replace
> Reactive switches to proactive
> Focus on the right customers + activities
> Makes businesses more scalable
> Happier customers = better retention
> Try out My AskAIโฆ (free trial)