Retail
Give Customers Convenience and They’ll Give You Loyalty
Technology not only connects the marketplace but also presents an opportunity for retail brands to differentiate their customer service offering. Convenience is king: speed and cognitive ease have emerged as the keys to new customer creation and customer loyalty. With call center solutions powered by artificial intelligence, your customers will experience personalized and unique services while your brand will benefit from increased loyalty and reduced operating costs.
What we can automate for you
Challenges Facing Retailers
Maximizing efficiency of the sales channel: connecting customers to live agents as soon as possible
Allowing customers fast and easy exchanges and returns, complete with complex fraud prevention processes
Providing customers 24-hour access to order status/return updates
Remaining competitive in the market by focusing on customer service differentiation
Managing expensive infrastructure
PCI compliance for credit card capture
You can use intelligent virtual agents to handle these retail processes:
Order Placement
Complex orders involving products with various sizes, features, special pricing, etc. have always required expensive agents. With AI bots:
Customers place complex orders through self-service, even if your brand prefers upsells be done by live representatives
Data capture and screen pops make agents’ jobs easier
Customer experience is streamlined
Order Status/Cancellation
Order status, also known as WISMO (“where is my order”), is one of the most common customer inquiries. Automate and:
Offer customer self-service for these high volume, process-driven requests
Provide customers with personalized and easy experiences
Simplify the order status process with predictive prompts and shipper integrations
Return Processing
Buyer’s regret – we’ve all experienced it: as the satisfaction of an impulsive purchase wears off, guilt and remorse settle in. When processing returns, intelligent self-service can:
Offer consumers efficient and hassle-free options for returns
Enable a painless fix for the consumer without sacrificing some of the perks of a CSR
Still attempt to save sales (akin to live agents)
Issue return authorization numbers to expedite the return process
Delivery & Shipping Information
After placing an order, consumers appreciate updates regarding their package. Use automation to:
Notify customers when an order ships, its tracking information, and its ETA in real time
Perform this outreach at a fraction of current costs while minimizing customer effort
Allow your agents to focus on more important customer inquiries
Payment Arrangements
PCI Compliance is a key in establishing trust in your brand’s security protocol. Call center automation from a PCI Certified vendor:
Improves compliance by taking payments through voice self-service rather than other unsecure channels
Offers smoother and faster transactions, whether they are one-time payments or payment plans, by recalling customer data and past behavior
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