Large organizations face unique challenges when it comes to managing conversations with customers. And these challenges come from the sheer scale of operations and the number of customers in large organizations. It demands a lot from their customer service team.
Today, customer expectations remain high. People expect speed and convenience, especially from big brands. In a recent Statista survey, 70% of respondents said they expected a response from a brand on the same day. As many as 46% expected a response by the next day, and 16% would be willing to wait three days. That means – as a support team at a large organization – you have to offer multiple channels of communication seamlessly and efficiently. That’s a daunting task. Then, in enters ChatGPT.
ChatGPT — a generative AI platform — can help your service team manage customer conversations through automation. It provides a comprehensive suite of automated tools and features to enable businesses to efficiently and effectively engage with customers.
But how scalable is ChatGPT for large organizations? In this guide, we’ll dig into the challenges of scaling customer support. Then, we’ll explore how ChatGPT can alleviate some pressure for big companies.
The challenge of scaling customer service for a large organization
Managing customer service operations becomes increasingly challenging as organizations grow. A small support team can get overwhelmed by a high volume of inquiries and support requests when the customer base expands. This growth leads to long response times and poor customer service. And that poor service results in lost sales, reduced customer satisfaction, and churn.
A company has to prepare for scalability on their teams and with their technology to grow successfully. A system is considered scalable when it doesn’t need to be redesigned to maintain effective performance during or after a steep increase in workload. So for an enterprise-sized business, scalability is an essential component. When you can prioritize it from the start, you can maintain lower maintenance costs, better user experience, and higher agility as you grow.
When scaling your customer support, any large organization faces three main challenges.
- An overwhelmed support team with a high volume of inquiries and support requests.
- Costly expenses in hiring, training, and managing a large support team.
- Difficulty in managing a high volume of customer interactions simultaneously.
Sure, you’ll want to hire more support staff. But each new hire is costly. According to one Glassdoor study, the average cost of hiring an employee is around $4,000. Hiring, training, and managing a large support team can take a lot of resources, which may not be possible for some businesses. In addition, the issue of managing a high volume of customer interactions simultaneously is still not always resolved by hiring additional staff.
But, with automation like Capacity or even ChatGPT, you can bypass some of these challenges and scale with success.
The 7 main features of ChatGPT
To understand how scalable ChatGPT is for large organizations, let’s take a deeper look. Here are some of its main features.
With ChatGPT, you get:
A large language model.
ChatGPT is trained on a massive amount of text data, letting it understand and generate highly accurate human-like language.
Natural language processing.
NLP techniques make it possible for ChatGPT to understand and return human language.
Multilingual responses.
ChatGPT is capable of understanding and generating text in multiple languages.
Memory.
It can remember previous conversations. This lets the automation keep track of the context and provide more coherent responses.
Personalization.
ChatGPT can personalize its responses based on the user’s input and context. With more personality comes a more engaging conversation.
Creativity.
ChatGPT can generate creative and original responses, making it an interesting and fun conversational partner.
Integration.
ChatGPT integrates with various platforms, such as chatbots and virtual assistants, to provide human-like interaction and assistance to users.
With each of these unique features, ChatGPT can lighten the load on your customer service team. Whether a large or small organization, ChatGPT fits into your existing service strategy, helping you to drive a more efficient support team. Let’s see how.
3 advantages that make ChatGPT scalable for large organizations
Customer service teams juggle a lot of responsibilities. An average customer service agent is responsible for:
- Delivering information about a company’s products and services
- Answering queries and concerns about a company’s products or services
- Processing orders and transactions
- Resolving issues and handling customer complaints
- Collecting customer feedback
- Juggling customer administrative tasks
- Providing proactive customer outreach
That’s a lot – especially if you have hundreds or thousands (or hundreds of thousands) of customers to help. So how might ChatGPT help? When you add automation to your service team processes, you can handle double the work with half the effort.
Ultimately, ChatGPT can assist with routine tasks and inquiries. This extra help lets support staff concentrate on more complex customer issues. Because it’s able to handle a high volume of customer interactions simultaneously, you can also deliver quicker response times.
A ChatGPT AI chatbot has loads of advantages, but when it comes to scaling it in a large organization, there are three main ones.
1. It’s available 24/7.
ChatGPT can do what human agents can’t — be available 24/7. You, of course, need to value your employees and give them a healthy work/life balance. But how do you do that and offer amazing support to your customers? With ChatGPT, give users instant responses to their queries and concerns at any time of day. And, because ChatGPT is one of the first chatbots to produce such in-depth answers as clearly and human-like as it does, it can sustain a high-quality customer experience.
2. It’s cost-effective.
ChatGPT can be a cost-effective solution for businesses as it can handle a large volume of user queries without needing a large customer support team. Improve efficiency on your team and streamline processes without adding more human agents.
3. It’s scalable.
ChatGPT can handle infinite users simultaneously, making it a highly scalable solution. It has the same benefits for a small organization as for a large one. It doesn’t matter how many customers need help at a single moment because it can handle your conversations at scale. And it will help customers with accuracy, using your data to create answers.
Best practices for implementing scalable ChatGPT for large organizations
Ok, so say you’re sold on the benefits of ChatGPT, and you’re prepared to scale it for your large team. Consider the following best practices as you implement a scalable form of ChatGPT.
Establish leadership:
Appoint a leader who can lead and actively drive the implementation process of ChatGPT. Obtain approval and support from senior leaders and ensure they clearly understand the technology and its potential advantages.
Form cross-functional teams:
Form teams that include HR, IT, Legal, and other necessary departments. These teams will work together to find potential uses, overcome obstacles, and ensure the integration process goes smoothly.
Identify and prioritize use cases:
Perform an in-depth examination of your existing procedures and operations. Then, pinpoint areas where ChatGPT can provide help. Prioritize these areas and consider how feasible it is to use ChatGPT to drive change. Then, develop a comprehensive timeline and milestone-based strategy to track your implementation.
Develop a communication strategy:
You don’t want to just spring ChatGPT and automation on your employees. Create a communication plan. Keep employees informed and address their concerns and questions about ChatGPT implementation. Use channels such as town hall meetings, newsletters, and intranet updates to share news as you integrate automation into various teams and workflows.
Train and support employees:
Provide employees with the skills and knowledge necessary to use ChatGPT effectively through training. Offer ongoing support and resources to help them adapt to the new technology and address any challenges they may face.
Monitor performance and impact:
Regularly assess the performance of ChatGPT within your organization. Use KPIs and metrics to track its effectiveness. And use this data to inform future improvements and adaptations.
Oh, and if you’re looking for a scalable platform that uses the power of ChatGPT’s API to drive efficiency while prioritizing compliance, check out Capacity. Try it for free today!
