Customer experience refers to individuals’ perceptions and feelings when engaging with a brand. This could include products, services, or the business environment.
A positive customer experience can lead to increased loyalty and higher retention rates. Artificial intelligence can be a powerful marketing tool for enhancing the customer experience. AI can analyse customer data to help identify unique behaviours and patterns, allowing for better segmentation and targeted marketing campaigns.
In this article we will have an overview of 11 Best AI Helpdesk Tools for shaping customer experience and cover some AI customer service tools worth considering.
What is a help desk?
A help desk is case management software that helps companies receive, assign, resolve and analyse customer service tickets or queries from internal audiences. As a kind of mission control system, help desk software pulls in conversations from various communication channels, including: incident management, ticket management, customer interaction, live chat, email, social platforms, voice, etc. into a single platform.
Why should companies use a help desk?
Help desk solutions and ticketing systems are instrumental in providing top-notch support and can directly impact customer satisfaction. Help desk software also helps to maintain agent happiness by empowering them with everything they need at their fingertips and even automating many processes.
Zendesk AI
Zendesk AI helps businesses in managing customer interactions and relationships. The platform features automated self-help tools capable of recognizing customer intent and providing helpful recommendations. Zendesk users can also contact customers directly from the workspace, access a smart ticketing and routing system, and take advantage of live chat and messaging features.
Symphony AI
Symphony AI AI provides end-users a consumer-like experience via the service catalogue. End-users can submit a request by searching for the desired service or navigating through service catalogues via the web or mobile application. Role-based service configuration seamlessly ensures end-users automatically receive services without delay for approvals. Also the workflow tracking functionality frees you from the burden of chasing approvals and creates centrally available reference and auditing records.
Pipeliner
Pipeliner helps organisations in optimising their workflows using features like access controls, audit management, activity tracking, and calendar management. Pipeliner also provides dashboards powered by AI technology and real-time data allowing managers to track various departments’ performance and other key metrics.
Landbot
Landbot is a platform for building virtual assistants and chatbots capable of simulating conversations with customers in real time. The platform provides a visual builder and templates which developers can use to create AI-powered chatbots. Organisations can also leverage Landbot’s API and SDK to build and deploy personalised chatbots on their websites, social media accounts, or mobile applications.
Simplifai
Simplifai lets you take a deep dive into the true potential lying beyond the digital facade in business process automation. From understanding the pitfalls of delaying automation to embracing a 360° holistic approach, this eBook paves the way for next-level customer interaction.
Jitbit Helpdesk
Jitbit Helpdesk improves the customer experience by converting all incoming requests into tickets and storing them in a centralised place, making it easy for support personnel to track customer queries and address them appropriately. Jitbit Helpdesk is web-based, meaning you can access it from anywhere or host it locally on your server. The platform also supports features like time tracking, live chats, email integration, and report generation.
Chatbot
Chatbot allows businesses to create conversational AI chatbots without coding experience. This platform provides templates for call scheduling, risk assessment, customer satisfaction, and more, saving organisations time and effort. ChatBot also allows team members in different locations to collaborate on a project.
Ada
Ada helps organisations shape customer’s experiences positively by providing communication and automation tools. The platform features a self-service AI tool that can answer simple questions and perform complex functions, such as issuing refunds and facilitating product exchanges. Integrated real-time analytics also allow businesses to track KPIs and events. Plus, Ada has a routing system, allowing chatbots or agents to take up issues depending on their complexity and urgency.
Freshdesk
Freshdesk provides marketing, sales, and support tools to help organisations manage their workflows, optimise performance, and build healthy relationships. The platform features a robust ticket system for tracking customer issues. Freshdesk also offers a self-service experience to customers and curated reports and analytics, helping companies determine customer satisfaction rates and predict potential return on investment.
Gorgias
Gorgias is a customer support tool that helps e-commerce companies boost interactions and forge healthy client relationships. The platform is built around Shopify, allowing businesses to enjoy functionalities like managing orders, shipping issues, and returns. Gorgias also assists in generating product recommendations, enabling the delivery of items that match customer needs.
CX Moments
CX Moments is a customer experience tool for tracking customer feedback, tagging tickets, summarising and responding to customer queries, and conducting performance reviews. This platform’s issue-tracking feature helps businesses address all customer concerns. Cx Moments also facilitates market segmentation, enabling businesses to divide their audience into smaller groups that are easier to satisfy.
Summarising 11 Essential AI Helpdesk Tools for Efficient Support:
- Zendesk AI.
- Symphony AI.
- Pipeliner.
- Landbot.
- Simplifai.
- Jitbit Helpdesk.
- Chatbot.
- Ada.
- Freshdesk.
- Gorgias.
- CX Moments.
Conclusion
AI helpdesk tools increase efficiency and allow faster decision making. Less repetitive manual work means teams can focus on high-value tasks.
We suggest considering capabilities like conversation AI, process automation, knowledge management, and analytics. Choose a platform aligned to your team’s needs and goals.
Bottom line AI tools for helpdesk are the future for any team serious about delighting customers while working smarter. The technology has come so far in providing personalised, instant and predictive support. It’s definitely worth exploring to stay competitive today.