Cover for ChatGPT for customer service: how to improve customer experience
Share this post
Published July 5, 2023

ChatGPT for customer service: how to improve customer experience

Learn what ChatGPT can do in customer service and how it can help your business be more efficient, cost-effective, and competitive.

Imagine a world where customer service is available 24/7, customers get answers in seconds, and it costs even less than what you are paying now. This is now a reality, thanks to ChatGPT.

This tool is turning many industries on their head, including customer service. And with a record-breaking 100 million users in just months, it is clear that if not already using it, every business will be using it soon enough.

In this article, we will look at what ChatGPT can do in customer service and how it can help your business be more efficient, more cost-effective, and more competitive.

ChatGPT for customer service

The top three channels companies provide customer service are phone, voice assistant, and chat. Of those three channels, phone and chat are the most capital and time-intensive, requiring employees to talk to customers directly.

Even though ChatGPT is a large language model, it can’t talk to customers on the phone (yet.) But the good news is, it can certainly communicate with them over live chat using an almost unlimited knowledge base.

Also, hundreds of new tools, like customer service chatbots, are built on top of ChatGPT every week. These tools are more specialized than ChatGPT since they tend to solve a specific business problem.

Let’s look at some popular use cases for ChatGPT in the customer service industry.

Use cases for ChatGPT in customer service

ChatGPT is quickly becoming indispensable for many companies. It is versatile, so it can be applied in many ways. Below are some use cases for customer service teams and business owners.

Live chat

This is perhaps the most obvious use of the tool. Customers want lightning-fast responses, and they want them 24/7. With a ChatGPT-powered chatbot, like Chatfuel, that’s not a problem. You don’t have to worry about time zones or availability. The AI helper is there to become your customer service agent and guide customers through FAQs (frequently asked questions) and common issues, giving more time to your human agents for more complex tasks.

The Chatfuel bot communicates with users.

Email support

Browser extensions like HyperType integrate directly with your email platform,. They learn about your company and answer frequently asked questions, and help you write emails with just the click of a button. You can even choose the tone of the email depending on the type of request you are handling, whether that is apologetic, humorous, convincing, etc.

HyperType writes an email.

Customer complaints management

Let’s say that you get a bad review on Google. With ChatGPT, you can quickly come up with an adequate response to hopefully resolve the issue, show the customer that you take complaints seriously, and improve customer satisfaction.

ChatGPT writes an email.

Multi-lingual customer support

Not only can you use ChatGPT to communicate in English, but it also supports 105 other languages. This opens up the possibility of providing quality customer service across the globe without needing to hire multi-lingual Customer Support Representatives (CSRs.)

Sentiment analysis

ChatGPT can help analyze the tone and sentiment in customer communications. This helps your business understand customer emotions and satisfaction levels, which is critical for maintaining a high level of customer service.

The future of ChatGPT and customer service

If the past few months are any indication, the potential of ChatGPT in customer service is limitless. With advancements in AI and machine learning, we can expect even more sophisticated versions of the tool to be released in the future. And let’s not forget all the other companies being built on top of it, which will only get better over time.

One of the things we’re looking forward to is smarter troubleshooting. As ChatGPT gets better, it will not just answer simple queries and FAQs but help customers with more complex tasks, step by step, just like an advanced CSR would.

We can also expect to see enhanced personalization. As ChatGPT learns from each interaction with a customer, it will be able to offer increasingly personalized service. Imagine a world that remembers past customer service interactions and tailors its responses based on a customer’s history and preferences.

The benefits of ChatGPT in customer service

Here are some of the benefits that ChatGPT offers to its users:

  1. Reduced costs. Companies can take advantage of significant savings by automating routine customer queries and tasks, reducing the need for a large team of CSRs.

  2. Scalability. ChatGPT has no issues handling spikes in customer traffic due to the seasonal nature of some businesses, as well as accelerated business growth.

  3. Consistency. While humans can have an off-day, ChatGPT can maintain a consistently high quality of service, irrespective of the volume of requests coming in or the time of the day. It doesn’t get tired or make mistakes due to fatigue.

  4. Higher customer satisfaction. 71% of consumers believe that their customer experience is better when they receive a quick response to their queries. And considering that ChatGPT responds in seconds, you can be sure your customers are satisfied.

How to use ChatGPT for customer service

If you’re ready to take advantage of ChatGPT for customer service, the process is simpler than you think.

First, start with one channel that you can tackle and use ChatGPT to improve it — chat systems, email platforms, social media accounts, etc.

Next, you’ll want to train and test the tool you’re using. Make sure that it’s working as intended so that there are no surprises in the future.

Lastly, launch it for your customers and monitor its performance. Make tweaks as needed. Continuous improvements are key to keeping your customer service at a high level. Once you tackle one channel, move on to others and repeat the process.

Get started with your ChatGPT-powered chatbot

One of the best ways to take advantage of ChatGPT is through the chat format. ChatGPT is a chat based on AI, and so it only makes sense that that is what it is best at. The good news is that here at Chatfuel, we have already integrated ChatGPT into our chatbot service.

Chatfuel is the largest no-code chatbot platform in the world, working with brands like Netflix, Nissan, Lego, Adidas, and many others. Our chatbot supports multiple languages, integrates with messengers and social media, and you can launch in just minutes. Just add basic info about your business, and our software will do the rest. You can expect a boost of up to 33% in conversion rate and 96% in satisfaction rate.

Sign up for your free trial today.