Updated: Jun 28, 2022
This year, involve.ai launched an innovative new tool called Suggestions, and we have officially revamped this tool to make Suggestions bigger, better, and more powerful than ever.
Before we get into how this advanced feature can help you scale, let’s review some basics.
What are Suggestions?
Suggestions are data-driven action items that are automatically generated for you and your customers based on your customer data and industry trends.
How are Suggestions now bigger, better, and more powerful?
While the first version of Suggestions gave you the best next steps to take with your customers, our latest suggestions are giving you the whole map.
Suggestions are now-
More descriptive, know exactly why the AI is giving you this action item
More targeted per customer, for a more holistic approach
Triple in volume
How are Suggestions generated?
Just like involve.ai uses Artificial Intelligence and Machine Learning to produce each of your customer health scores, the same is done with Suggestions, just with a few added steps.
Let’s review a couple of examples.
A Suggestion can look as simple as this, with the bolded title to prompt your CSs and Account Managers to take this specific action:
It could also be far more detailed, like this:
The details below the action item will depend on what the model is finding in your customer interactions, notes, emails, metrics, product usage, trends and more. On top of identifying all these various components, our model also runs sentiment analysis, which is what helps create the action item.
If the sentiment is positive, Suggestions encouraging your users to reach out for expansion opportunities, referrals or other partnership opportunities will populate.
If the sentiment is negative, or something needs to be addressed within the account, you’ll get a Suggestion like the second example above; highlighting that, not only is this client’s health score low, but they’ve also had recently brought up objections and contract renegotiations.
How can I use this tool to scale my business?
Suggestions will never miss a data point.
When it comes to managing multiple accounts, it’s always great to have an extra set of eyes on tasks to ensure nothing falls through the cracks. However, with the fast-paced life that most CS and AM representatives lead, additional account review is not always possible. This is where Suggestions shine.
As a CSM for example, say that I got the second Suggestion as my action item. I already knew that my customer’s health score was low and was seeing a decrease in product usage. Those are easy metrics for me to review. On the other hand, I may not have known about the client’s request to renegotiate their contract or about recent objections; maybe because this interaction happened with another department, like Support or Renewal, or maybe I simply did not recall those specific details. Suggestions put it all in one place for me and told me exactly what the data was showing me and what I needed to do to improve that client’s health score and keep them around.
Suggestions for new users
Regardless of who is managing your customer accounts, so long as there is data, there will be data-driven action items for your customers. So, even if you’re teams rotate territories, you bring in new hires or acquire a company with customers you are just getting to know, Suggestions are here to guide you toward the best customer experience.
For example, growing companies hire new reps right? These reps will need to balance between building rapport with their new customers, but also taking decisive actions to help the customer meet their goals. If a rep sees a Suggestion like this one, right off the bat, they will know where to start with their newly assigned account:
The Suggestion is highlighting a pending action item that your prospective customer has been waiting on. So, even if your sales representative has no history with their new prospective customers, they’ll be able to get a better picture of how to approach them by reviewing their existing Suggestions and building off of them.
Suggestions for cross-departmental work
Growings companies know how important cross-department work is and how difficult coordinating can be with juggling and competing deadlines.
Your CS and AM representatives probably have the best relationships with your customers, but will they be able to tap those relationships every single time your marketing team wants a use case or your support teams want feedback? Ideally yes, but also ideally no.
Yes, because of course you want to support your cross-department teammates; their efforts are helping grow your company and improve your overall customer experience.
No, because your customer’s needs and time come first and that may not always mean work outside of their initial goals.
Suggestions can help these departments instead. Because Suggestions are giving you an action and why the action is needed per that account, you are getting a customer update on-the-go.
As someone in marketing, for instance, I can simply login to involve.ai and review all customer suggestions to see who I can reach out to for a referral or a content opportunity. Since Suggestions review all your customer’s data I won’t need CRM access, access to any other data platforms, I’ll just be able to review that customer’s Suggestions to identify what customers will be best for my existing and upcoming projects.
Reading this Suggestion, for example, will give me the green light for possible outreach:
Then, if I was a support representative, Suggestions would be a great way to help identify any holes in our resource materials. Are there multiple action items pending for the same issue? Is there any friction with onboarding because of feature x? Having access to Suggestions will make it easier for other departments to have more transparency on the status of your existing and prospective customers.
Fundamentally, Suggestions simplify, provide direction and transparency. They are constantly reviewing your customer data, so your teams have a little more time in their pockets and that extra set of very thorough, very engagement focused, set of eyes.