Learn about the best AI-powered tools available for automating customer service tasks, such as chatbots, ticketing systems, and proactive problem resolution tools.
What AI-Powered Tools Should I Use to Improve Customer Support?
Why AI for Customer Support Matters:
- Improves Efficiency: AI-powered tools can handle repetitive tasks like answering FAQs, ticket routing, and status updates faster than humans.
- Enhances Client Satisfaction: Faster response times and proactive communication reduce frustration and build trust.
- Bottom Line Impact: Automating customer interactions can cut support costs by up to 30% while maintaining service quality.
Recommended AI-powered tools for MSPs:
1. Chatbots for 24/7 Support:
- Tool Recommendations:
- Zendesk AI and similar tools: Automates FAQs, basic troubleshooting, and client queries in real time.
- Drift: A conversational AI tool for engaging with prospects and clients via chat.
- Key Features:
- Multi-language support to cater to diverse clients.
- Integration with PSA or CRM platforms for seamless ticket creation.
- Additional Insight:
- Use the time saved to engage in high-value client consultations or upsell opportunities.
- Bottom Line Impact: Clients receive instant responses, reducing frustration during peak support hours.
2. Ticketing Automation:
- Tool Recommendations:
- Freshdesk and similar tools: Uses AI to route tickets based on type and urgency, escalating high-priority issues automatically.
- ConnectWise Automate and similar tools: Enables seamless integration between AI ticketing and MSP workflows, ensuring no ticket falls through the cracks.
- Key Features:
- SLA monitoring to track response times.
- Automatic escalation of overdue tickets to higher support tiers.
- Additional Insight:
- Bottom Line Impact: Automating ticketing ensures SLA compliance, improving client retention rates.
- Use Time Saved To: Train your technicians on resolving more complex issues.
3. Proactive Problem Resolution:
- Tool Recommendations:
- N-able N-central: An AI-powered RMM tool that predicts issues before they impact clients, automatically creating tickets for critical alerts.
- Cynet: Uses AI to detect and isolate network threats, resolving issues without manual intervention.
- Key Features:
- AI-driven pattern recognition to predict hardware failures.
- Automated remediation for low-level issues, such as restarting a service.
- Additional Insight:
- Bottom Line Impact: Preventing incidents before they occur reduces client downtime and demonstrates proactive value.
- Use Time Saved To: Build out custom reports showing clients how automation prevents issues.
How to Choose the Right AI-powered tools for Your MSP:
1. Audit Your Current Needs:
- Identify pain points in your customer support process (e.g., delays in ticket resolution, frequent repetitive queries).
- Survey your team and clients to gather feedback on where automation could improve experiences.
2. Evaluate Integration Capabilities:
- Ensure tools integrate seamlessly with your PSA, CRM, or existing helpdesk software.
- Look for automation platforms offering robust APIs for customization.
3. Focus on Scalability:
- Choose tools that can handle increasing workloads as your MSP grows.
- Opt for modular solutions that allow you to add new features over time.
4. Test Before Committing:
- Run a pilot program with a small group of clients to assess the tool’s impact on response times and satisfaction.
Additional Considerations:
Training for Your Team:
- Ensure your staff understands how to use AI-powered tools effectively, including when to escalate issues to human agents.
Client Communication:
- Clearly inform clients when they’re interacting with AI versus a human, building transparency and trust.
AI is Evolving Rapidly, Stay Up-to-Date:
- Check out our AI and Automation Answer Center for new information on this topic.
ChannelPro has created this resource to help busy MSPs streamline their decision-making process. This resource offers a starting point for evaluating key business choices, saving time and providing clarity. While this resource is designed to guide you through important considerations, we encourage you to seek more references and professional advice to ensure fully informed decisions.
Featured image: iStock
