Challenge: You've invested all your time, money, energy, and CX expertise into creating an app. You’ve done so much to see it grow... and it's starting to pay off—the users are swarming in. The joy of success doesn’t last long, as you quickly begin to get overwhelmed with client requests, reviews, and inquiries. You feel like you're losing ground again. So what do you do?

Dealing with customer reviews

You address that, of course. It's essential to have review management in place to ensure that all customer inquiries are addressed promptly and efficiently. This could involve hiring additional staff to handle customer service requests, implementing automated responses for common questions, or using customer relationship management (CRM) software to track and manage customer interactions.

Failing to respond to customer requests promptly can lead to frustration and dissatisfaction among your users, ultimately resulting in lost business. On the other hand, responding quickly and effectively can help build customer trust and loyalty, leading to repeat business and positive word-of-mouth referrals. After all, who doesn’t enjoy knowing they’ve got a direct line with the app developers?

Besides responding on time and actually fixing the problem, it's also important to address each request or complaint with empathy and understanding. Customers want to feel heard and valued, so taking the time to listen and respond thoughtfully can go a long way toward building strong relationships with them.

By prioritizing customer experience and making it a core part of your business strategy, you can build strong relationships with your customers and create a loyal following that will help drive growth and success for your company.

Capitalizing on AI for review management

But what do you do when you have 100 customers saying the same thing (good or concerning)? You can copy/paste the same "Thank you..." or "We're sorry to hear..." template response over and over again, or... you can make use of the latest hype: AI.

There’s no denying that this is a powerful and scary tool at the same time. Even Elon Musk was quoted by Reuters as saying he’s “ a little worried about the AI stuff,” and he signed the open letter to pause AI experiments for six months. Before you roll your eyes and start worrying about being taken over by machines, take a moment to understand how to leverage this tool.

AI-generated replies:

• Can help you save time and resources while ensuring your customers receive prompt responses. With AI, you can automate the process of replying to requests, complaints, and reviews, which means you can handle a larger volume of customer interactions without sacrificing quality. For instance, ChatGPT is built to respond like a chatbot, so customer conversations are something it excels at (unlike doing serious math, but it’s getting there too).
• Are also highly customizable, meaning you can tailor your responses to each customer's needs and preferences. This level of personalization can help build stronger relationships with your customers and increase their loyalty to your brand.
• Are often more accurate and consistent than human-generated ones. This is because AI algorithms are designed to analyze data and recognize patterns to identify the most appropriate response for each customer interaction quickly.
• Can be incorporated into your customer experience strategy can help you improve efficiency, enhance personalization, and increase customer satisfaction.

*Bonus point: you can throw in some machine learning, feed previous replies, and pretty much teach the system to "speak your brand language" aka use the proper terminology, brand messaging, and tone of voice. This way, your replies will still sound the same as before... but better.

Afterword

We have come a long way from the predictive text on our phone messages, as nowadays, we can choose from an array of tools that keep your grammar in check when you write an email and help you keep your tone professional. As technology evolves, companies must stay ahead of the curve and leverage new tools like AI to serve their needs better and support their growth.

We're curious: How does your company plan to use AI to maximize its customer experience? Please share your thoughts in our Slack community!