Boost The Productivity of Your Support Team Using AI

Support teams are the lifeblood of organizations that value developing long-term relationships with their customers.

But teams are often under-resourced and overstretched. The result? Unsurprisingly, unhappy customers, negative online reviews, and damage to brand reputation that must be undone.

What if we told you that your business is not making use of AI developments that can help your support teams hit their targets, and boost customer satisfaction levels?

With AI tools your team will:

• Automate repetitive tasks
• Improve communication
• Enhance the efficiency of customer agents

Keep reading to learn how AI tools can streamline repetitive manual daily tasks and transform your productivity.

Unblocking customer support bottlenecks

A high volume of queries, long wait times, inconsistent service levels, and struggling to meet customer expectations… Do these sound like familiar issues?

These are all common problems for support teams. But it doesn’t have to be this way. Overwhelmed and under-resourced support teams can be freed up with the assistance of AI tools to automate repetitive manual tasks and create consistent responses to customer queries, resulting in higher-quality support and better customer outcomes more of the time.

How to get started:

• Identify key areas that require improvement – slow response time, rate of customer queries responded to, inconsistent messaging
• Focus on the high-impact areas – finding solutions for common customer complaints
• Address specific issues – agent support, knowledge base articles, FAQs, ticketing

Creating scripts for FAQs using AI in Google Docs

Support teams often face the same variations of questions. Agents answering these common issues every time they come up from scratch can waste time.

Repetitive questions which take up agents' time can be headed off at the pass with helpful pre-written FAQs that customers can be referred to.

Consider a roofing contractor with a small support team fielding repetitive questions that reduce their ability to manage customer complaints, de-escalate issues, and sensitively manage customer relationships.

Here's an example of how a support team can leverage ChatGPT through GPT Workspace for Docs to create FAQ scripts.

Using Workspace GPT Docs, we gave the model the context it requires:

“Create FAQ scripts that my customer support staff can use for my roofing business. They often get asked the same questions from customers and have to spend time writing a reply.”

We then prompted it to:

“Create a script they can use for the following questions: “What insurance do you have?” answer – we have general liability insurance. “Are there any hidden costs?” – answer – our pricing is transparent, all costs are outlined in writing including the scope of work, materials, timeline, and payment schedule.”

Now, the support agents of the roofing company have scripts for these common questions which they can use to direct customers to the answers they're looking for.

User errors can be frustrating for customer agents and contribute to a high volume of requests they need to deal with.

It would be helpful to create a group of FAQs based on user errors:

• Misunderstanding platforms
• Misuse of product or service
• Misunderstandings

All the model requires is a prompt with the relevant context.

Crafting email responses to common customer emails

Your support team’s inbox is overflowing with messages from customers who need assistance.

Common emails include queries about organizing returns and refunds. By tapping into the power of AI to create email responses to common emails like these, your support team gets time back to deal with more tricky cases.

GPT Workspace for Gmail is what we need.

Below, is an example email received by a support agent at a furniture designer:

As you can see, when engaging Workspace GPT in this email suggested replies are at the agent’s fingertips immediately, including:

• Guiding the customer through the store’s return process
• Reassuring the customer that a response is incoming
• A message directing the customer to the store’s returns page

You can also compose tailored replies to messages by prompting GPT Workspace Gmail:

“Compose an email directing the customer to the returns and refunds page of Sofas4U page mention there are FAQs on the page in case they have any issues. Sign off by asking if there's anything else I can help you with today.”

And here’s our reply ready to send:

Elevate your support team with custom GPTS

Our custom GPTs for Docs, Sheets, Slides, and Gmail are helping support teams streamline repetitive daily tasks, giving them time back to escalate high-priority customer complaints, reduce their backlog, and boost customer satisfaction levels.

Install Workspace GPT from the ChatGPT store today and 10x your customer support team's efficiency.