Trust is the basis of any great relationship. It’s as true in business as it is in life. As a company, you build trust with your customers through a great brand promise. Follow through with your offering, and deliver fantastic service when a customer needs help post-sale. When that very same customer is in the market to buy again, or to buy a new product, they select yours because they TRUST your company. When a friend or colleague asks for a referral, your company is referred.
What does it take to build trusted customer relationships?
Delivering value in a reliable manner over time – say what you do and do what you say – is core to building trust. Does the product or service do what was promised? Does the customer feel like they get value for their time and money invested? These are foundational and typically the focus when everything is working well.
Trust is also earned when things don’t go well.
There are always bumps in the road in any long term relationship, and in a B2B setting, how the vendor manages issues at the time and point of need goes a long way to either solidifying the customer relationship or putting it in jeopardy.
What has been the state of the art in helping customers when things don’t go well?
Disjointed knowledge bases, hard to find documentation, inconsistency across touchpoints. Poor self-service experience and then poor Tier 1 experience because Tier 1 support has a poor self-service experience. A disjointed experience follows the disjointed approach.
Companies have bought a chat bot, a ticketing system, different knowledge bases, enablement systems, search-based help systems all to provide “self-service” in one particular silo, using one set of siloed content, largely independent of the other siloed touch points. What we know is that customers want to self-serve and will often abandon when they can’t. They’d rather live with the problem / workarounds than deal with support!
Image generated using Midjourney.
How does Embrace.ai reimagine Customer Self-Service?
Embrace.ai delivers a platform that enables Self-Service for customers at the point of need and at the time of need. Customers typically have questions and believe – correctly – that the company has the answer. The trick is that the answer may be in any number of internal locations – a CMS, a knowledge base, the company help site, a blog, someone’s Google Drive – and even external locations, like partner help documentation.
Embrace allows companies to aggregate and curate Collections that can be secured to different people, like customers. Embrace uses its proprietary LLM pipeline to let customers have conversations with that content … i.e. ask and answer their questions, view sources, provide feedback.
When a customer comes to a company’s Help Page, they can use Embrace – embedded in the site via secure API – to have a conversational experience right there.
Or, if a chat bot is preferred, a company can also deploy Embrace’s chatbot capability.
Or, embed Embrace in the Customer Community to be an “always on Subject Matter Expert” for your customers.
Tailor the way Embrace responds, tailor where it sends customers if they need more help. Create the trusted relationship your customers want by delivering them a consistent self-service experience across channels.
Text generated with help from Embrace. Some images generated with help of Midjourney.
