The Retailers Guide to Investing in an Automated Customer Assistance Platform
Getting the Goods: How Do You as a Retailer Evaluate an Automated Shopper Assistance platform?
Automated Shopper Assistance makes it possible to deliver a seamless and personalized customer experience across channels. Unlike with individual point solutions, all customer data resides in a single record and can be leveraged to inform each subsequent engagement with your brand. An automated customer engagement platform is also able to share data in real-time with other systems within your customer care tech stack. An automated assistant can walk your customer through the process of initiating a return, while also using the information on previous successful purchases to recommend replacement items that might be a better fit for the buyer’s tastes.
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Multi-Channel Personalized Customer Journeys are the New Reality.
The number of touchpoints an average customers has with your brand before they purchase is increasing, along with the pressure to create a seamless, integrated experience across these touchpoints.
In this in depth report we will be examining:
Automated Shopper Assistance: What is it and Why Does it Matter For Retailers?
Simply put, automated shopper assistance and customer care bridges traditionally siloed systems like customer service, social media management, logistics systems, ecommerce platforms, and email marketing by using AI to engage with customers across channels.
How Do You Evaluate a Automated Shopper Assistance platform?
AI shopper assistance isn’t a magic bullet that solves all of your CX challenges, but the right AI deployed strategically is a powerful tool for creating and sustaining profitable customer relationships. In the guide we cover all the questions you need to be asking in order to choose the customer experience platform that is right for your brand,
Key Questions to Ask When Investing in a Automated Shopper Assistance Platform
Questions like “Can I add new skills and functionalities?”, “What does the automated customer assistance training process look like?”, “What is the payback and where is the ROI coming from?”. All these and more we discuss in depth in the report.
Meeting Customer Expectations With Technology
Critically important to successfully deploying customer care automation is aligning how you’re using automation with the types of automated experiences your customers want to have. For example, research from Salesforce indicates that when it comes to getting quick answers to simple questions and getting 24 hour service, customers prefer dealing with chatbots over apps or email. If your brand serves the aforementioned Millennials, you should be well aware that they vastly prefer text as their customer care channel of choice over calling your 1-800 number or sending an email.