Don’t worry, you won’t be talking to an AI chatbot at LACRM any time soon! We love being able to talk to our customers on the phone, and we know it means a great deal to our customers too that they can just dial a number to ask us a question.
But with all the AI buzz, customer service always comes up as one of the top departments perfect for AI incorporation. At LACRM, our goal is never to have AI replace our CRM Coaches – we want to have AI tools that make our Coaches even better at what they do.
So if you work with customers or clients daily like our CRM Coaches do, here are a few places where AI has helped us (and the tools we use):
Recorded demos with AI summaries
All of our CRM Coaches’ demos are done via a tool called Demodesk. All calls are recorded and transcribed, and Demodesk gives us a summary of the call which we then add to LACRM as a note.
What really makes a difference here is that we don’t just let Demodesk summarize the call however it wants to. We give their summarization AI a very specific prompt to pull out the key details we care most about (important features, industry, next steps etc.). With this prompt, we can be sure that every call note our CRM Coaches enter into LACRM is consistent in formatting, and every coach knows exactly where to find important details in each note even if they’ve never spoken with that user before.
“First stab” responses
We spend hours every week updating and adding new help articles and videos on LACRM’s help site. This means that we have a huge updated database of answers to basically any possible question from our users. On top of that, because we have hundreds of thousands of emails with our users that go back almost 8 years, we’re able to combine both “brains” to help us quickly give answers to common questions.
Our team uses Resolve247 together with Front to take the first stab at generating a response to any email that comes in. A CRM Coach always reviews and and does the final sending for every single email, but by having an AI tool scrape our help site and past emails to give us a first draft means that we’re spending less time looking for the correct tutorial links and videos, and more time tailoring an answer to our users’ specific setups.
Data cleanup
Whenever we work with new LACRM users, we often get sent spreadsheets that need to be imported into their accounts. But unfortunately, spreadsheets are just inherently messy: every software exports their data with different formatting, and everyone uses their spreadsheets differently too.
Something our team loves to use AI for (ChatGPT is pretty great at this – no need for any custom AI tools here!) is to help reformat spreadsheets. If we need columns and addresses to be split up, combined, or whatever, it’s much simpler for us to ask ChatGPT for an Excel formula that lets us clean up what we need, or give us a step-by-step on how to build a quick Excel macro. Much faster than having to dig through internet Q&As for a solution, or manually editing every single row!
What about you? Have you found good ways to use AI in your own customer service? Or do you avoid using AI entirely? Any pitfalls or opportunities that we’re missing?