ChatBots

How to Build Trust and Retain Customers in Digital Channels
July 27, 2020 at 2:20 pm

This past quarter, retailers discovered what happens when a robust omnichannel strategy is forced down to one storefront: digital. Players in every industry have accelerated their timelines and poured resources into their online experience, and are learning as they go. We see firsthand the strain our own customers are feeling as they stare down a…

Why Retailers Must Look to New CX Channels for Survival
July 1, 2020 at 4:35 pm

Retail sales over the past year have declined 21.6 percent, with recent months piling on additional unprecedented challenges. Not only are consumers embracing e-commerce, but how they seek out support is also changing. Even though these trends started to emerge before the global pandemic, they're now playing out on an accelerated timeline and putting retailers…

How to Launch a Thoughtful Chatbot Strategy
June 23, 2020 at 2:02 pm

In times such as these, when we're asked to stay at home and do our part to #flattenthecurve and help combat the COVID-19 pandemic, retail businesses around the world are experiencing changes in their usual ways of doing business. With more and more cases of coronavirus reported on a daily basis, people are reluctant to…

Chatbots: Closing the (Social) Distance During a Global Pandemic
May 21, 2020 at 2:59 pm

In the wake of the COVID-19 pandemic, retailers worldwide have been forced to shutter their brick-and-mortar locations and rely on online sales. For many, this quick transition has highlighted the crucial need to advance their online customer experience (CX) capabilities — and in some cases, start them from scratch. While the usual, employee-driven customer service…

Virtual is the New Reality: Empathic Digital CX is a Lifeline for At-Risk Retailers
May 20, 2020 at 4:49 pm

As with telemedicine for healthcare and online learning for education, digital customer experience (CX) for retail is now a mission-critical path for operational continuity amid the global pandemic. Companies dependent on physical locations that didn't successfully transform their business model for digital are particularly vulnerable to worsening economic forecasts. Among other shortcomings that amassed nearly $1.7 billion…

3 Ways AI Will Shape the Future of Retail
May 19, 2020 at 11:49 am

Retail has had to evolve quickly to keep up with the rise of e-commerce. It hasn’t been the smoothest transition. Foot traffic in malls has halted, department stores have closed up shop, and many smaller stores, once anchored by larger establishments, have been left without a safety net. How can retailers succeed in this environment?…

What Do Retail Customers Prefer: Assistance From Humans or Machines?
February 4, 2020 at 12:35 pm

Chatbots and other artificial intelligence-assisted customer service tools continue to grow exponentially as retailers look to improve efficiencies. The benefits of chatbots and electronic systems for businesses are relatively straightforward: less time spent monitoring communication channels, less expensive customer service solutions, and even the ability to grow by converting potential customers. Some analysts believe chatbots…

Voice and Chat Assistants: 4 Ways to Benefit From Bots in 2020
January 2, 2020 at 11:45 am

Customers love voice and chat assistants, the conversational interfaces that turn on the lights, help home chefs cook an egg to perfection, and make it easy for consumers to research and buy goods online. However, while customers are already building strong relationships with these conversational assistants, retailers are still learning how to best use conversational…

Messaging Channels: The Untapped Potential for Retailers
December 13, 2019 at 10:46 am

Over the past few years we've witnessed customer experience undergo a complete digital transformation. The modern consumer is more demanding than ever, and technological advancements are coming thick and fast. Creating a coherent strategy can seem overwhelming, particularly when you consider that 83 percent of consumers have higher digital care expectations today than they did just…

For Standout Holiday Customer Experience, Start a Conversation
October 4, 2019 at 11:52 am

To stand out during the high-stakes holiday season, merchants should start a conversation with shoppers — literally. Conversational commerce that combines human and machine intelligence is crucial to delivering the interactive customer experience shoppers crave. The conversational commerce revolution is underway. Fueled by the swift adoption of voice-activated “smart speakers,” which Microsoft predicts 75 percent of…