AI adoption continues to grow across many business functions – and Customer Success is no exception. But if your CS team isn’t yet leveraging AI in their daily workflows, you’re not alone.
The recent State of AI in Customer Success Report from Gainsight found that even though over 50% of Customer Success organizations are already using AI, it’s still primarily a ‘bottom-up’ tool that CSMs are using for their own personal productivity.
That’s because it often becomes difficult to differentiate between AI hype and reality when it comes to the actual role of Enterprise AI in the workplace. The truth is, the real-world impact of AI on Customer Success is not just theoretical – it's often measurable. And it can help businesses drive better outcomes while also making things easier for both CSMs and customers.
At Ask-AI, we’ve seen first-hand how Generative AI can level up Customer Success. In this guide, we’ll show you some practical use cases of Enterprise AI for Customer Success teams and how it can solve the biggest challenges that CSMs face today.
If you’re a Customer Success Manager or leader exploring the ways Gen AI can improve your team’s day-to-day operations, I hope this guide will give you some inspiration to move forward with AI adoption.
Let’s get straight to it.
Customer Success managers typically spend hours on repetitive, time-consuming tasks like answering emails, searching for the answers across siloed knowledge sources, prepping for customer calls, summarizing accounts, updating CRM records, drafting handover documents, and more. When done manually, these activities might eat up a significant amount of their time and drain productivity.
Enterprise AI tools can automate an array of tasks, saving your CS reps a bunch of time and effort. For example, with a Gen AI assistant, you can draft polished, professional, personalized emails in your brand voice or prepare for customer calls in a matter of seconds. More importantly, automating routine tasks frees up your CSMs to stay focused on more strategic activities like customer retention, upselling, cross-selling, and expansion.
And it’s more than just an efficiency play – automation creates a better experience for both your customers and CSMs.
HiBob, an HR platform for mid-market businesses, recently implemented Ask-AI across their Customer Success team. Their CSMs now use Ask-AI’s Gen AI assistant to prepare for customer calls quickly and efficiently by summarizing each account information in just one click. That allows them to reduce the prep time from hours to just minutes.
Customers naturally want quick answers and efficient resolutions during a single interaction. But CSMs often lack immediate access to the right information during live customer interactions, leading to longer resolution times and more follow-ups. That is especially the case with complex SaaS products. And when CS reps aren’t able to provide quick and accurate responses to customers’ questions, that reduces customer satisfaction.
Enterprise Gen AI assistants consolidate all company knowledge across different sources (including knowledge bases, product documentation, troubleshooting guides, playbooks, tickets, and Slack channels) and deliver it to your CSMs right when they need it most.
For example, when on a call with a customer, a Gen AI assistant can provide CSMs with the most accurate and up-to-date information, helping them answer customers’ questions and resolve issues on the spot.
Own Company (recently acquired by Salesforce) is a data platform that helps businesses protect and use SaaS data. Their CSMs have been actively using Ask-AI’s Gen AI assistant to get instant access to the right knowledge during live calls to answer customers’ questions quickly and effectively without putting them on hold or having to follow up later. Ultimately, it helps them handle customer calls more confidently while also reducing the number of follow-ups.
In SaaS, customer onboarding can often be complex and overwhelming. At the same time, it can also be a make-or-break factor for customer satisfaction, product adoption, and retention. Without an effective onboarding process, customers may struggle to see the value of your product. And statistically, poor onboarding ranks as the third most important factor leading to customer churn.
Enterprise AI solutions can help CSMs enhance and personalize customer onboarding, helping customers get up to speed faster. For example, Ask-AI’s Gen AI assistant can help CSMs provide instant, accurate answers to common onboarding questions and create personalized educational guides for customers based on their specific use case, challenges, and objectives in a matter of a few clicks.
monday.com is an all-in-one work management platform. Before Ask-AI, monday.com’s Customer Success teams had to deal with siloed information across multiple data sources. Connecting their entire tech stack with Ask-AI and creating a single source of knowledge enabled their CS team to improve customer onboarding by being able to instantly answer customers’ questions. This led to a 13.5% reduction in ticket handling time and increased customer satisfaction.
Identifying at-risk customers before they churn can be challenging without comprehensive real-time insights into customer health. But monitoring customer health manually is time-consuming, often inaccurate, and hard to scale. Especially considering that a single CSM can manage 100+ accounts simultaneously.
AI excels at spotting hidden changes in customer behavior that CSMs might miss – before
visible red flags appear. It does that by analyzing large amounts of data points. That may include customer 360 data (e.g., current status, account goals and needs, agreement details, integrations, recent product feedback, previous calls, and support tickets), product usage metrics, feature adoption, email engagement levels, and customer sentiment. By monitoring each account’s health, Enterprise AI tools can instantly identify customers who may be at risk of churn.
Not only does it help you automate the process of customer health monitoring. With early warning signs of churn, CSMs can take timely action and prevent customer churn proactively before it strikes.
Better yet, it allows you to spot common product issues and share insights with product teams to inform your product roadmap.
monday.com is a SaaS company that offers one of the market's most advanced work operating systems. With the growing customer base (225,000+ global customers), they needed a more effective and scalable way to track account health and proactively address potential issues. With Ask-AI’s enterprise AI assistant, monday.com's Customer Success team is now able to instantly pull customer data across multiple data sources, streamline account health monitoring, and proactively engage at-risk customers to minimize churn.
Though onboarding new CSMs requires time and resources, neglecting this process can prove far more costly for companies. Firstly, poor onboarding may result in extended ramp-up times and lower productivity, engagement, and satisfaction – all leading to higher turnover rates. And secondly, it can negatively impact customer experience as new reps may lack the right knowledge to manage customer accounts effectively.
Enterprise AI makes onboarding quicker and easier by consolidating all company knowledge from multiple sources and making it easily accessible to new hires whenever they need it. For example, Enterprise AI tools like Ask-AI act as a knowledge repository, providing CSMs with instant access to training materials, product information, company policies, FAQs, best practices, etc.
That means even the newest hires on your Customer Success team can become more productive and efficient a lot faster.
In addition to other use cases we’ve mentioned above, HiBob’s Customer Success team managed to reduce the onboarding time of newly hired CSMs by nearly 70%. While previously it would take new hires months to get up to speed, it now takes reps only 2-3 weeks to become fully effective in their roles.
Customer Success teams rely on accurate, up-to-date knowledge to deliver exceptional customer experiences. But knowledge gaps can lead to delays in responses, longer resolution times, inconsistent answers, and lengthy back-and-forth communication while also increasing the internal support ticket volume.
Enterprise AI solutions can analyze your existing documentation and customer conversations across channels (including calls, emails, and chats) to identify missing or outdated information and recurring questions so you can address these knowledge gaps proactively.
And what’s more, with Enterprise AI tools, internal knowledge sharing becomes much easier and faster. For example, with Ask-AI, your CSMs can generate new knowledge base articles in a single click without having to write anything from scratch.
Yotpo, an eCommerce marketing platform has been leveraging Ask-AI to streamline their knowledge creation efforts. With Ask-AI’s MosAIc tool, Yotpo’s team managed to easily identify the most frequently asked questions and pinpoint any gaps in their documentation. That allowed the team to focus their efforts on creating high-quality content to address those knowledge gaps. In addition, Yotpo saw a 20% reduction in internal support tickets.
The AI revolution isn’t just knocking at the door – it’s already here, enabling CS teams to work smarter (not harder) and serve customers better while also dramatically improving the experience for everyone.
From automating time-consuming tasks, providing CSMs with real-time on-call guidance, and enhancing customer onboarding to identifying at-risk customers, getting new reps up to speed faster, and optimizing internal knowledge management – we’ve cut through the AI hype to give you these real-world examples of how Customer Success teams can use Enterprise AI.
Not only does AI solve the key challenges your Customer Success team faces every day – but it also helps you create happier customers and – more importantly – retain them for the long term.
And here’s the thing: getting started with Enterprise AI for Customer Success shouldn’t take months. In fact, with Ask-AI, you can deploy AI across your organization in only a few weeks without disrupting your existing operations. Plus, it seamlessly integrates with your current tech stack, it’s easy for your CSMs to learn and use daily, and it generates real ROI from day one.
If you’re ready to take that first step in adopting AI and empowering your CSMs with a Gen AI assistant they’ll love and use every day, our team is here to get you on the fast track. Get a demo of Ask-AI to see our B2B Customer Experience platform in action.
