Deliver higher conversion and better experiences for every customer.
Gone are the days of consumers being happy to wait 24-48 hours for a response to their query or being forced to use a specific channel to engage. Simplicity and immediacy are paramount for retail customer engagement. 70% of consumers believe “businesses should be using technology solutions to reduce the time it takes to resolve an issue.”*
*LogMeIn AI CX Report, September 2018
Expectations are sky high, with retailers being compared to not only other similar brands but also to a wide range of brands across industries. In order to stand out from the crowd, brands need to consistently deliver great retail and eCommerce customer experiences.
Anyone in the retail and eCommerce business is performing a juggling act. Markets are highly competitive, and margins are incredibly thin. Cost factors like returns can stretch margins to the breaking point. And that leaves very little room for improving the quality of customer service. As a result, businesses looking to keep the customer love alive are always on the lookout for new ways in which they can provide high-touch service at a reasonable cost.
A customer journey is a series of touchpoints. In the grand scheme of things, each individual touchpoint doesn’t have a particularly high ROI. Post-sale touchpoints, in particular, tend to be seen as low value. However, not giving these touchpoints the focus they deserve means that eCommerce & and retail brands are missing out on opportunities to actively engage with their customer.
When you engage with visitors contextually and proactively during discovery, they’re less likely to abandon your site and more likely to convert. Bold360’s conversational AI works intelligently to interact with every visitor. Our AI chatbots have the built-in ability to understand context and intent from day one, assisting customers with information and gathering data in a conversational way.
Bold360 gathers the data businesses need to improve the customer journey. AI can report in real time on self-service rates, response times, and most importantly on the type of questions customers are asking. This insight allows brands to create the right content to address their customers’ inquiries.
AI chatbots respond immediately across channels and at any time of day, solving customer queries faster than any human – letting you interact with every customer that comes to your website or mobile app. If an answer or a solution is not available, an agent can easily get involved through live chat to provide a seamless eCommerce customer experience.
Bold360’s AI enables agents to provide highly efficient and knowledgeable service. By monitoring conversations, AI in retail gives human agents instant advice on how to respond to the customer’s question, about sales or service. This allows agents to handle more chats while ensuring the consistency and accuracy of their answers.
Reduction in escalations on mobile
Increase in NPS
Discover smarter, more personalized engagement.