Given that we know the bulk of customers’ questions are standard queries, retailers can dramatically reduce customer care costs while increasing customer satisfaction by leveraging automation to handle these routine inquiries and questions instead of having human agents hop from system to system trying to provide real-time support. For most retailers, customer care AI offers the ability to provide streamlined bespoke experiences at a scale that human agents simply never could.
For example, there are only so many calls, chats or emails a single customer care agent can handle in a given shift, no matter how efficient they are or how efficient a brand’s first contact resolution process is. And there is a ceiling to how much a retailer can grow its human customer care workforce before the associated overhead costs become untenable. Human resources just can’t scale quickly or widely enough to match growing customer expectations around personalized, always-on service.
Streamlining, which automation provides but a human workforce might struggle with, is vital in providing high-quality bespoke experiences and giving the customer exactly what they're looking for immediately. Streamlining means that your AI does the heavy lifting–the less info the customer needs to input (order number, etc.) in order to get help or have a question answered, the better. Think of offering shoppers returns within chat vs. directing them to your website to fill out a form to generate a return label that then gets sent to their email. Or think about a customer opting into SMS from your brand and receiving text message updates when their order ships or has been delivered instead of having to click a tracking number in an email and being taken to the shipper’s website.
Your customers want to feel like they’re one in a million, not one of a million. Using automation to provide contextual, personalized, bespoke engagement with your brand helps you to meet this expectation at scale and helps your customers feel uniquely valued. When customers feel connected to your brand, they spend more, they shop more often and they stay loyal longer. The conclusion is clear–investing in bespoke customer service drives delightful, memorable shopping experiences and bottom-line revenue.
You can learn more about the customer experience and how automating the shopper experience can engage your customers at every touchpoint by exploring Linc’s platform and solutions pages. Or take a look at how leading brands like Lamps Plus, Levi's, Carter's and others are using a Conversational AI platform as part of their customer experience strategies in their businesses today, on our resources page.