ChatBots

With economic uncertainty and the ongoing pandemic, many people — including retailers — were ready to leave 2022 to the history books. Looking ahead to this new year, retail trends that surged during the pandemic, like the rise of e-commerce, will continue. Recovery from the disruption caused by the pandemic will force retailers to get…

With unprecedented worker shortages coupled with a surplus of inventory, retailers are bracing for a challenging start to the new year. While Black Friday discounts (that seem to creep earlier and earlier before Thanksgiving every year) incentivize consumers to a certain extent, many retailers are finding themselves strapped for customer service and sales staff —…

While the holidays are a joyous season for most of us, they can feel like a lump of coal for retail contact center agents. Between Black Friday, Cyber Monday, and the Christmas rush, retail contact centers are bombarded with calls from customers making returns, asking questions about products, or not-so-politely complaining. This spike in volume…

According to Mastercard SpendingPulse, in-store sales are anticipated to increase 7.9 percent this holiday shopping season, with an estimated 4.2 percent increase in online sales. A survey by Deloitte predicts an even stronger e-commerce increase of between 12.8 percent and 14.3 percent. This growth points to an expected increase in shoppers contacting retailers for different…

Digital interactions are increasing year after year, and a company's ability to interact with customers quickly, and in a way that satisfies their needs, will make or break the brand experience. To deliver VIP e-commerce experiences at scale — especially during the busy Black Friday/Cyber Monday season — brands need a customer experience strategy driven…

Artificial intelligence (AI) and automation are becoming more accessible to retail businesses of all sizes, allowing even the leanest teams to reap the benefits. Instead of spending hours managing tedious manual processes, retailers that use automation can free up hours in the day to devote to customer service, product and inventory, and business growth. While…

With recent research showing three out of four consumers prefer communicating with chatbots, it’s no surprise that retail stores want to improve their digital experience. In fact, Gartner predicts 25 percent of enterprises across the globe will have a digital assistant to handle support issues, and it further supports two-thirds of customers who would prefer solving…

While consumer expectations for effortless, personal and speedy interactions with customer service agents have been steadily on the rise, these expectations have increased even more since the COVID-19 pandemic, as the shift to digital has accelerated. A company with artificial intelligence (AI)-first customer experience at its core, we at Netomi were keen to dig deeper…

Customer perceived value is an oft-used term in marketing that looks at how consumers view services and judge their value. Additionally, customer-perceived value looks at the ability of a business or sales team to adequately meet customer needs and/or expectations. To truly understand and maximize customer-perceived value, businesses must accumulate insights from all customer conversations…

Artificial intelligence-powered chatbots may be extremely common in customer service, but do they make sense for sales? Consumers seem mixed on the idea, but overall, they seem to prefer bots for uncomplicated tasks. Salesforce, for example, found that 69 percent of consumers prefer to use chatbots for getting answers to simple questions. But when people…