Subscription-based businesses are some of the most customer-intensive businesses in the world. Customer support, both inbound and outbound, is necessary to not only keep the bottom line operational, but to grow new business opportunities.
To help subscription businesses with what it calls “Customer Success” (or CS), Washington DC and Amsterdam-based ChurnZero recently announced new AI enhancements to help CS teams work more efficiently with assistance from ChurnZero's Customer Success AI (or CS AI). ChurnZero’s Customer Success platform was designed to help subscription businesses grow and succeed at scale. The company’s automation, in-app communication, health scoring, actionable reporting, revenue forecasting, and Customer Success AI help teams work more efficiently, deliver greater customer value, and drive more revenue.
End users utilize the Customer Success AI tool to provide pre-loaded prompts or enter their own to instantly synthesize customer information and histories, conduct research, refine and scale communications, and generate strategic ideas. ChurnZero launched a free version of CS AI to the industry in February. By mid-March, "CS professionals worldwide entered nearly 10,000 queries into the system," said the company.
ChurnZero's third CS AI feature enhancement – currently live – helps CSMs follow up on customer interactions by synthesizing meeting notes and automatically drafting insightful follow-up communications for CSMs to review and edit. CSMs can ask CS AI to change the tone of the communication, edit for length, include additional details, and more to increase relevance and value. A fourth and fifth release of the tool will come later this quarter.
"There is so much potential for thoughtfully applied AI to add value to Customer Success teams, which is why we're fully committed to integrating AI into our platform workflows and data," said You Mon Tsang, CEO and co-founder of ChurnZero, in a statement. "CS teams strive for efficiency and effectiveness, which is tough due to the volume of important but repetitive tasks they must complete daily. We're hearing great customer feedback from teams using CS AI on how it has significantly streamlined efforts, especially when combining AI with the platform's automation and in-app tools. We're excited by CS AI's positive impact so far, and for what comes next."
Edited by Alex Passett