Retail is a very competitive industry. Retailers are increasingly turning to AI to solve large-scale business problems, including the top customer service challenges.
The business of doing retail today
Shopping patterns are shifting drastically – emerging online companies are capturing the hearts and wallets of consumers, while off-price retailers are taking away a growing share of the market. As the ecosystem of retailers competing on a global scale rapidly evolves, customer expectations are simultaneously rising quickly.
Companies can no longer rely primarily on product ingenuity: Salesforce found that 66% of customers say it takes more for a company to impress them with new products and services than ever before. In what used to be an after-thought for many retailers, customer support is establishing a strong foothold in dictating people’s buying habits.
Customer Service is more important than ever
Retailers are increasingly turning to AI to provide the support modern customers expect. People anticipate getting a quick, personalized resolution on their channel of choice. 24/7 support is no longer a perk, it’s an expectation.
Retailers often struggle to keep up with the rising tide of increasing ticket volumes when it’s more critical than ever to stay afloat. According to Zendesk, 97% of U.S. consumers say bad customer service changes their buying habits. AI can help retailers resolve over 50% of customer service tickets on email support systems, chat, social and voice (an emerging – and powerful channel) within seconds.
AI is solving retail’s biggest customer service challenges
As the business of doing retail becomes more challenging, retailers are turning to Artificial Intelligence to improve everything from operations and inventory management to the customer experience. AI adoption is ramping up quickly: estimates for global retail spend on AI top $7.3 billion per year by 2022 according to Juniper Research.
Retailers are adopting AI to solve large-scale business problems, including the top customer service challenges. By bringing AI into the workforce workforce retailers augment the work of human agents to delight customers with quick resolutions across channels.
Here are the top customer service challenges in retail.
AI can help retailers resolve over 50% of customer service tickets on email, chat, social and voice (an emerging – and powerful channel) within seconds. Human agents are freed up to focus solely on complex, high-touch customer needs. Customers love immediate resolutions. Human agents are more fulfilled. As a result, customer and agent happiness soars.
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