Retailers are using the call center to not only sell to and serve their customers, but also to deepen connections between customers and the brand, and to harness and build customer loyalty through. As a result, growing numbers of contact centers are taking their CX game up a notch through the innovative use of artificial intelligence, chatbots, intelligent virtual agents, workflow automation, and omnichannel experiences.
The pandemic changed the way a lot of shoppers think about retail, and today they want more than just transactional experiences. Customers want retailers that are easy to do business with, that “get them,” and connect with them when and how they prefer. People are gravitating toward brands that prioritize service as much as selling products.
According to the Global Chatbots Market Research Report: Forecast 2021-2026, the market for chatbots that provide a more human experience using artificial intelligence is expected to achieve a compound annual growth rate of 24.1%.
Customers can look up their order status, check stock availability, or get answers to frequently asked questions such as return policies or shipping time. Capabilities include:
Chatbots are continuing to make astonishing headway in the contact center, and if you haven’t seen a Five9 IVA demo, it is highly recommended. It shows the extent and the efficiency of the customer experience it provides.
The retail industry is continuing to take note of how well A.I. can serve as the front line for customer communications by delivering a fully automated, yet highly personalized, customer experience.
With self-service text and voice being the preferred form of communication for many customers especially among millennial and Gen Z shoppers, this is another channel that allows retailers to add a more human element through use of AI chatbots to what otherwise might have been an impersonal, one-sided, transactional moment. The customer still doesn't have to talk to anyone, yet it’s a more natural, conversational process.
These types of chatbots also effectively reduce call volume coming into the contact center, saving agents for customer inquiries that require a live agent. When shoppers wish to be connected to a live agent, it can be escalated through a simple request. Customers are routed based on the campaign or the nature of their question to ensure they reach the right person.
To wrap this up, the Five9 Cloud Platform does all of the above including:
Connect with us at (800) 553-8159!
Ellen DePodesta is a writer, editor, and content creator for Five9, working with the global marketing team to define and elevate the Five9 brand, voice, and content. Ellen has worked as a B2B marketer with agencies and as a contractor in Detroit, Chicago, Cincinnati, and Los Angeles.