After seeing major growth in 2020 (31.8%) and 2021 (16.2%), online sales are expected to experience double digit increases again in 2022. Clearly, online shopping is here to stay.
Consumers who were previously averse to online shopping suddenly embraced it during the pandemic, and many don’t plan to return to their old behaviors. Today, 37% are shopping online for products they previously bought in stores.
However, the great migration to digital shopping exposed existing shortcomings and created new problems in the customer service approach for many retailers:
Transforming Retail CX With Conversational AI
Overcoming these and other challenges will require retailers to rethink their customer experience strategy. They must be prepared to invest in new technology platforms that remove the points of friction in the customer journey and optimize the customer service experience.
That’s exactly what savvy retailers are doing by embracing conversational artificial intelligence (AI). With a sophisticated conversational AI platform, retailers can automate end-to-end customer journeys, augment agents to help them deliver more efficient and empathetic service, and uncover hidden insights into the voice of the customer.
Ready to learn more about how retailers can use conversational AI to understand and optimize every conversation before, during, and after a customer interaction — from self-service to agent assistance to after-call follow-up and fulfilling promises made during the call?
Download our retail ebook to read about five AI-powered strategies that contact centers in the retail industry can use to accelerate ramp-up, reduce agent attrition, increase revenue, and improve customer satisfaction and loyalty.