AI: The Boost Worth Gold in Customer Care

I know. I'm about to make the same “mistake” again.

When my first book came out, all excited, I shared the first positive review.

Zero time and they put me back in line: “Don't do it.”, “It's not professional.”, “You seem self-referential.”, “People will think you're self-incensing.”, “You lose credibility.”

In short: the unwritten marketing manual says you should never show too much happiness when someone speaks well of you. Because “it might be annoying”. Because “it's not elegant”. Because it ruins that super detached brand positioning that never flinches even if it wins an Oscar.

Look, I understand these theories. Really, eh!

But when you're happy. Truly happy. How do you keep quiet?

I couldn't do it then. And I don't think I ever will.

And today I'm falling for it again, I'm telling you in advance, with both feet.

Because when something unexpected and beautiful comes your way, the instinct is only one: to say it. Maybe not exactly scream it from the balcony, but almost.

Let's face it: we're all in a hurry, always late, always with something urgent. Finding two minutes to write kind words is rare. Extremely rare. Time to complain is always found. For kindness, much less.

Customer Care: ensuring a positive CX even for older products is fundamental

And so yes, today I'm allowing myself a small moment of healthy, very elegant, measured… conscious gloating! And all this just to tell you that a customer wrote us the following:

“Dear BIIP Service (I voluntarily omit for privacy), I sincerely want to thank you for the speed and professionalism with which you responded to my request by sending me the manual for my sauna. It's not so obvious to receive such punctual assistance, especially for an older product. Your availability and attention to the customer confirm the seriousness and reliability that have always distinguished the BIIP brand. It's a pleasure to be able to count on a company that concretely demonstrates care and respect towards its customers. Thanks again for the excellent service.”

I want to say it clearly: the merit is not mine, but one of “my girls”. Those who make the difference. Those who truly listen. Those who don't read a script as if they were reciting a grocery list.

And today they also have an extra gear.

Artificial Intelligence: the boost towards gold to optimize Customer Care Service

Besides kindness, empathy, and training, they have a new ally that makes them very fast. Like Flash speeding through buildings while others are still trying to understand what's happening.

Their super-Flash is our AI agent. It doesn't do somersaults or circus tricks, but it allows record evolutions even for those who suffer from digital dizziness.

It's like in the short track relay at the Olympics: the skater behind gives a push on the back to the teammate and they shoot forward towards the finish line, towards gold.

There.

My girls are the ones skating. Who talk. Who truly listen. AI is the extra boost that makes them arrive sooner, better, and with a smile still intact.

It's not a medal, but for us, it's gold:

• Fast responses.
• Precise information.
• Human tone.

Zero “your call is important to us” on loop while in the meantime you grow a beard.

All this to say that yes: today I make the same “mistake” of my first book. I share my happiness.

Because if a customer finds the time to write an email like this, the least I can do is honor the gesture and say, out loud, that I'm proud of it.

That's why my Customer Care service at Voice & Web is different. And yes, today more than ever, I am proud of it.

Article by Simona Di Iorio Sales Assistant for Voice & Web.

Voice & Web's sphere of activity ranges from Customer Care Services, to Customer Satisfaction, to Customer Relationship Management (CRM), to facilitating and guiding the Customer in eCommerce activities and processes, to improve their user experience.