The digital transformation of retail has fundamentally changed how the entire industry operates. From supply chain management to predictive analytics, it has increased speed and efficiency across all areas of the retail business. In today’s hyper-competitive environment, agility is critical to attracting and keeping customers. Shoppers know they have options, and retailers who hope to avoid going under need to focus on customers. That means delivering great CX at every interaction, every time. But in today’s omnichannel retail environment, that’s not always easy.
Retailers, keenly focused on identifying strategies to streamline their operations, are also looking for ways to save costs. According to our latest CX Trends Report , around two-thirds of CX leaders believe that artificial intelligence (AI) will deliver huge cost savings in the coming years and has the potential to transform the way they engage with their customers.
AI can help retailers deliver taiwan email list conversational, personalized service at scale. With the right tools, retailers can reduce ticket volume and cut costs, while preserving the customer experience. Read on for our top tips.
1. Allow customers to solve problems themselves
Customers want quick and easy answers, and they often want to find information on their own. By offering AI-powered self-service, retailers can save costs without sacrificing quality.
But are your customers ready to ask a bot where their order is? All signs point to yes. According to our research, 79% of customers consider AI to be part of modern customer service. Customers prefer channels that offer quick answers, depending on the complexity of their issue. That’s why self-service is often a great option for customers with common concerns.
Retailers around the world are investing in the power of AI. In fact, 72% of global retail leaders say expanding the use of AI and bots across the entire customer experience is a top priority in the next 12 months. What’s more, 66% of leaders are rethinking the entire customer journey to create a more seamless experience that is available to help customers in any way they need, at any time.
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2. Unleash the power of AI to keep shoppers coming back