How to deliver a world-class Customer Experience for your SaaS using AI. From the founders of My AskAI (https://myaskai.com)

1. From Frustrating to Fulfilling:
Transforming CX with AI
Mike Heap, My AskAI

2. The “Customer Experience”
is everything that impacts
how a customer feels and
thinks about a business.
󰳓 CX 101

3. > Gerald landed on your website
> He looked around at your product, he likes
what he sees
> He had some more questions about
integrations
> He browsed to find an answer, couldn’t
> He found the help docs, but there were too
many
> He tried to find someone to talk to, couldn’t
(hidden away or not available)
> Gerald bounces and looks elsewhere
🦒 Gerald’s Journey - New User

4. 🦏 Roy’s Journey - Existing User
> Roy has been a user for a few months
> He has started using more advanced features
> He is trying to find out how to customize a view
> He found the help docs, but there were too many
and he didn’t understand them
> He emailed support, they took 5 days to respond,
and didn’t answer the question, he’s frustrated
> Meanwhile a competitor got in touch and offered
an easier way to do what he wanted
> Roy churns and joins the competitor

5. > Slow response times
> Inaccessible support
> Poor feedback loops
> Lack of insights
> “Bad” chatbots
> High support costs
> Customer retention
> User product education
> Distraction
😣 CX Pain Points Today

6. 🙄 This happened to us
> We launched our business in the
AI “boom”
> As a 2 person company, we
quickly became overwhelmed
> We wanted to improve our
product but were answering the
same questions over and over
> Initial churn was high as people
tried to “figure out” the product

7. 🦸 How does conversational AI improve CX?
> Instant response times 24/7
> No real downside to making easily
accessible for users
> Triage of queries - better for users and CS
team, fewer distractions, more strategic
> Simple product experience questions that
may not have been asked get answered
> Automated, aggregated AI insights to
common issues connecting CX/S + Product

8. ⚡ Instant, validated responses

9. 👋 Keeping the human in the loop

10. 💡Automated insights into issues

11. 🥡 Takeaways
> Enhance CS, not replace
> Reactive switches to proactive
> Focus on the right customers + activities
> Makes businesses more scalable
> Happier customers = better retention
> Try out My AskAI… (free trial)