How to Enhance Customer Experience in Retail Using Chatbots?

Mani KApril 30, 2020Last Updated: April 30, 2020

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Index Of The Blog

Enhance Customer Experience in Retail Using Chatbots

Today, the business of retail is complex as well as competitive with customers having multiple options available in the market. It is becoming difficult for retailers to meet evolving customer demands and gain loyal customers for their brands. Enhance Customer Experience in Retail Using Chatbots

Thanks to the technology advances that are helping businesses to win back their customers and attract new ones too. Chatbots is one such technology trends that prove to be beneficial for retail that helps in increasing customer satisfaction levels and improving revenue margins. Adding chatbots for retail and goods can be a great advantage as retailers will easily learn about what their customers are thinking while they shop from the store.

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Is Chatbot a Boon for Retail Industry?

All businesses strive to improve their customer experience through engagement and personalization. Customer’s purchase decisions are largely influenced by digital channels from in-store displays to augmented reality-enabled stores that allow shoppers to experience the product before buying them. To create an improved retail experience that offers customizable and personalized interaction, many companies have started using a chatbot. This helps to connect with people in a human-like way, identify the users’ intent and provide instant solutions to their queries. Every Chatbot Solutions Provider must be aware of all the latest technology trends to understand customers in their language and ensure that every query is appropriately handled.

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Here are some of the factors that show how retailers are using a chatbot to take their customer service to a new level-

Cost-Effective

Usage of chatbots in the retail industry can contribute to remarkable cost savings as messenger bots help in assisting multiple users at a time. This will not help in delivering better customer experience but also lead to a huge drop in call volume at the customer support reducing labor expenses. Since the conversation is completely automated, companies will save costs and speed up response time without relying on customer representatives.

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Consistent Service

Human customer agents cannot sit 24/7 a day to offer a consistent response to the customers as they are prone to burnout under stress. Companies in the retail firms need to build brand value through consistent customer service which is possible only through the help of automated bots. As customers often reach out for queries outside business hours, having a chatbot wouldn’t disappoint them as they will get timely answers.

Instant Responses

Today’s customers are impatient and time-poor demanding fast service that answers their queries instantly. Through self-service chatbots, customers can engage & talk in the same way they would do with any customer support agent without waiting. Study says companies using chatbots have been able to save customer’s time and skip the frustrating process to reach out for the answers.

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In-store Assistance

Retailers using chatbots aids in providing in-store assistance based on the user’s location like finding stores in the shopper’s vicinity and guiding them directions towards the store. They can also facilitate purchase decisions enabling buyers to check the desired item on the store, saving efforts and time.

New Items Update

Chatbots can be used to notify customers who bought products in the past from a retail store with the latest product information that they may be interested in shopping. Additionally, it can also offer relevant deals/discounts to the customer based on individual preferences, past orders & browsing history.

Better Product Search

Though most of the customers visit the store with the requirement, they don’t have any particular product fixed on their mind. That is why, chatbots can be a good help in providing recommendations based on brand, price, size and more. This will enable shoppers to find the items they want easily without putting any extra effort.

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Swift Order Processing

Today, customers want everything to be quick and fast while they shop. If your brand provides a long & complex checkout process, there is a high possibility that customers abandon their carts. Chatbots can play a huge role in making the whole experience of order processing seamless by not just helping with the checkout issues but also processing the order within the messenger bots.

More Sales

One of the main reasons for using chatbots in retail firms is to sell as much as possible. Incorporating a messenger bot for your audience will be helpful, as it will open a new sales channel. Let your chatbot answer queries related to any product information and relevant search results to boost sales and offer better customer service.

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Conclusion

Chatbots in the retail industry is a smart choice for retailers who want to attract a larger customer base & boost engagement. The conversational nature of AI chatbots helps in bringing a human touch to the conversation between the brand and its users, improving brand value. Despite the immense benefits of a chatbot, it is still an emerging technology that makes most of the merchants confused on whether to use it or not. Lack of awareness is what stops them to implement chatbot in their business strategy. Among all the ways that enhance the customer experience in the retail industry, having conversational AI can be a real game-changer to outshine the competitors. If you are thinking to add chatbot in your business, get in touch with the top Chatbot development company and strengthen your customer experiences.