Turning tension into trust: how AI transforms negative moments into loyalty-building experiences

Most customer service contacts start with a problem, but that doesn’t mean they have to stay that way. How you respond can define your customers’ relationships with your brand for life. 

In this blog, and in our latest whitepaper, we explore how you can use AI to turn these make-or-break moments into revenue and loyalty building opportunities. 

Sadly, it’s rare that a customer contacts a brand just to give a compliment, although that would be nice! Customers are far more likely to get in touch or leave a review if they’ve had a poor experience with a brand. But just because a customer has a negative reason for contacting customer services, it doesn’t mean that it has to stay negative. In fact, our data shows that just a single positive experience can directly lead to additional customer spend, up to a whopping £199. 

According to our research, well over a third (41%) of enquiries related to an issue were successfully turned into a positive experience. But how did they manage this? Through emotive customer experiences and actually connecting with their customers – here’s how you can do the same and turn those other two thirds into revenue-generating opportunities.

Access the whitepaper now