AI or artificial intelligence, is rapidly becoming a major trend and its enhancing personalisation and customer experience more and more in our lives. While we can’t predict how AI will evolve, one thing is certain: it won’t replace the human touch. Although we often joke about how robots are taking over the world, the reality is that AI brings both challenges and opportunities. While there are fears that there will be job losses due to technical advancements, data shows that the use of AI in many sectors of business has grown by 270% over the last four years.
AI’s integration into CRM
Given AI’s success in sales and marketing, it’s no surprise that many of our CRM partners and tech providers are leveraging this technology to enhance customer relationships and experiences. With it being projected that AI’s integration in CRM will create $1.2 trillion in business value by 2025, its capabilities to analyse vast amounts of data, through predictive and personalised interactions make the integration extremely powerful. AI + CRM = Powerhouse.
Examples of AI in CRM: Amazon and Salesforce
Oh, we love talking about them, yes, it’s the e-commerce giant Amazon. Their AI-powered engine dives deep into user behaviour, purchase history, and preferences to suggest items customers can’t resist buying. We really feel that they have mastered the art of AI, boosting sales through savvy cross-selling and upselling strategies. Believe us, we know, – all of us at WeDoCRM are loyal shoppers, we’ve seen how it works!
Salesforce, the world’s #1 CRM platform, offers Einstein AI which helps businesses make smarter decisions. Our roots started with Salesforce, supporting clients to turn complicated system configurations into smooth, seamless CRM operations. We have seen firsthand how Einstein AI helps businesses with insights, automation and customer service. Customers and employees can interact directly with Einstein for quicker resolutions of any issues.
How AI enhances personalisation and customer experience
We know how hard it is to juggle multiple contacts at different stages of the funnel and chatting to them all on a personal level can take up a lot of time. With the introduction of generative AI, you can streamline processes by crafting personalised emails, tests and handling complaints – FAST!
For example, take chatbots and virtual assistants. According to MIT Technology Review, 90% of businesses have seen a significant boost in handling complaints thanks to the speed and personalisation these tools offer. They automate tasks like inquiries, appointments, and bookings, responding in real time. It’s the right messages at the right time, which enhances customer satisfaction and value. For this reason, we highly recommend setting up a chatbot to provide your customers with relevant knowledge base articles—it’s great for delivering quicker and more efficient service solutions!
If you’re in retail, AI can transform the shopping experience with ultra-personalised recommendations. From analysing data to touchpoints, browsing history and purchase patterns. AI algorithms uncover deep insights into customer preferences and needs, enabling you to suggest items that truly resonate with each shopper.
Automated personalised campaigns can further enhance this by tailoring communications across multiple channels for each individual. Ever wondered if your CRM platform offers AI? Well, here are our top three CRMs that use AI and can supercharge your customer interactions and marketing.
Three CRM platforms that offer AI
1. Hubspot – ChatSpot
Using chat-based commands, similar to ChatGBT, HubSpot users can request actions that ChatSpot will deliver in minutes. For example, reporting has never been faster, just simply ask ChatSpot for a bar chart of results and you will get the results right away. Not only that, it can help send emails, improve content and generate insights.
2. Salesforce – Einstein 1
(Mentioning it again because it really is great.) Einstein 1 combines CRM, AI, data, and trust into a single integrated platform. It’s designed for any department and industry, making it ideal for those with coding skills who want to build and customise AI solutions.
3. Pipedrive – Sales Assistant
For sales enthusiasts, Pipedrive’s Sales Assistant is an AI notification system that offers insights and advice to help you close deals. It identifies the most valuable insights in your data and suggests ways to enhance your sales success. Imagine the productivity boost and key metrics to track with this powerful tool!
AI is revolutionising the way businesses manage their customer relationships
With the rise of AI-powered CRMs, you have the opportunity to transform your CRM system into a true powerhouse. As AI technology evolves, we can anticipate that sales and marketing cycles will become increasingly sophisticated. This will lead to awesome customer experiences and a significant competitive edge. (Keep your competitors on their toes!)
Are you looking to implement AI into your CRM strategy?
We wrote an article previously about the importance of personalisation and how it can help you with your personalisation marketing strategy. If you want to know more about AI and CRM, we have over a combined 80 years of experience as a CRM agency. That’s 80 years of digging around CRM platforms, managing system migrations, and embracing technology advancements. Get in touch with us, we would be happy to chat.
