Skip to main content

Customer support: Taking care of your clients and solving their problems

Even the best AI Expert may occasionally encounter situations it can't resolve, or your clients may have questions or technical issues that require your assistance (or your team's). High-quality and timely customer support is key to maintaining satisfied and loyal customers.

26.1 Setting up your official customer support email address​

It is essential that your users have a clear point of contact for situations where your AI Expert cannot assist them. This typically includes payment issues, technical problems accessing the AI Expert, or specific questions that require your personal input as the author of the know-how.

To set up this support email address, use the following command, which you enter as the owner in the chat with your BuddyPro instance:

/setSupportEmail:{your_support_contact_email}
  • Replace {your_support_contact_email} with your actual email address for client support (e.g., support@mycompany.com or help@myproject.com).
  • Your AI Expert can then mention this email address or refer users directly to it if they ask for help with an issue that falls under human support responsibilities (such as refund requests, account-related problems, etc.).

26.2 Educating your community and proactive communication (problem prevention)​

Many potential issues and misunderstandings can be prevented by actively, clearly, and continuously educating your users on how your AI Expert works. Keep in mind that your clients may not be as experienced with AI as you are, so it's crucial to set proper expectations and teach them how to get the most out of their interaction with your AI.

Key topics for educating your users​

What your AI Expert does better than generic AI (e.g., ChatGPT)​

  • It is an expert in your specific field and has been trained on your unique know-how. This means its advice is specialized and directly relevant to the topics you cover.
  • It understands your methods, processes, and terminology, which general AI tools cannot offer.
  • It may have a specific "personality" and communication style that you've set up to align with your approach and values.

How to communicate effectively with the AI Expert for best results​

  • Be specific: Teach users that the more precisely they formulate their question or problem, the more relevant and helpful the answer will be.
  • Provide context: Encourage users to share important background information with the AI Expert. For example, when working on a marketing strategy, they should mention their product, target audience, previous experiences, etc.
  • Don't be afraid to ask follow-up questions: If they don't understand an answer or want more detail, they can ask the AI Expert to clarify, simplify, or expand.
  • Show use case examples: Demonstrate specific types of questions and how the AI Expert can help in those scenarios (e.g., "Ask how to create XYZ using my method...", "Request a draft of ABC for your project...").
  • AI remembers you: Explain that your AI Expert remembers key information from previous conversations using the "BuddyPro user profile", allowing for smoother and more personalized interactions. There's no need to repeat everything from scratch.

What (not) to expect from the AI Expert – Setting realistic expectations​

  • AI is not infallible: Despite its advanced abilities and being trained on your know-how, the AI may occasionally produce inaccurate information ("hallucinations") or misinterpret complex or vaguely phrased questions. Users should always apply critical thinking.
  • It is not a full replacement for human experts in all situations: For major life, financial, or health decisions, users should always consult additional sources or human professionals. Your AI Expert is a powerful tool and guide, but the final responsibility for decisions remains with the user.
note

It's important to transparently inform users about all these limitations of your AI expert, so they don't end up disappointed and their trust and willingness to collaborate with your AI expert aren't diminished.

  • Encourage exploration: Motivate users to "play" with the AI Expert, ask various types of questions, and explore its potential to help solve their problems.

Ways to educate your users​

  • Onboarding materials: Create a high-quality intro video or email series to walk users through the basics of using your AI Expert (see section 21 on customer onboarding). Use this to explain the principles outlined above.
  • Regular tips and tutorials: Share useful content via emails, posts in your community group, your blog, or social media. Show practical "use cases".
  • FAQ (Frequently Asked Questions): Create and regularly update an FAQ section on your website or inside your member area, focusing on AI Expert usage.
  • Live demos and webinars: Occasionally host a live session where you demonstrate how you use the AI Expert and what results it can bring.

The goal is to make users feel confident using your AI Expert, understand its capabilities, and know how to get the most value from it. This will also reduce misunderstandings and ease the load on your human support team.

26.3 Responding effectively to user feedback and problem reports​

Despite your best efforts, there may be times when users encounter a problem or feel that the AI Expert didn't respond properly. How you handle these situations is crucial.

Create a system for collecting feedback​

Make it easy for users to report issues or provide feedback (e.g., via a dedicated form, or the support email address you set with the /setSupportEmail command).

Ask for details​

When a client reports an issue with the AI's behavior (e.g., "The AI gave a nonsense reply", "It didn't understand my question"), ask for as much detail as possible. Key elements include screenshots of the conversation and the exact wording of their question(s) that led to the problematic response.

Diagnosing the issue (for you as the owner)​

  • Try to reproduce the problem based on the provided information in your own chat with the AI Expert.
  • Use diagnostic commands like /lastRole to find out which expert subrole the AI used when responding, or /investigateAnswer:{message} for deeper analysis of what know-how and role definitions were used (see section 15 on diagnostic commands).
  • Based on your findings, make adjustments (see section 16 on optimizing your AI Expert).

Timely and empathetic communication​

Respond to queries and resolve issues quickly and with understanding. While most interactions will be handled by AI, your personal care during critical moments builds trust and loyalty.

Leverage feedback for improvement​

Every issue report or piece of feedback is a valuable source of insight. Use it to:

  • Expand or refine your know-how in the sources folder.
  • Fine-tune the System Prompt to better define the AI's behavior.
  • Revise expert subrole definitions.
  • Create new FAQ entries or enhance your educational materials for users.
tip

A satisfied customer who received help in a difficult moment often becomes even more loyal.

Last updated on