Cost-Saving Solutions: How Chatbots in Retail Improve Customer Service Efficiency

The world of retail is changing at an unprecedented speed. Today, most consumers are looking for a hyper-convenient digital experience. Because of this, it isn’t surprising that over the past years, the e-Commerce market has skyrocketed in value! 

At the same time, it isn’t easy for retail businesses to accommodate the needs of a growing number of consumers, provide customisation to every single user, and maintain a high standard of customer service while also reducing overhead costs.  

That’s why automation tools such as AI-powered chatbots now assume a pivotal role: they can transform these pressure points into areas of strength for any retail business. 

In this guide, we’ll explore the benefits of introducing AI chatbots for the retail industry in today’s market.  

Understanding What Chatbots Are and Their Role in Retail 

To understand the benefits that AI chatbots can bring to a retail company’s customer service strategy, it is firstly important to answer a key question: “What is a chatbot?”. 

Simply put, chatbots are computer programs integrated with artificial intelligence that are being used more and more by retail businesses. They are designed to simulate human-like conversations with customers through digital channels. These interactive bots help handle inquiries, resolve issues, or provide detailed information about products 24/7 without any human intervention. 

But why are these chatbots so pivotal for the retail industry? 

According to industry studies and statistics, 64% of retail customers value their customer experience more than the price of a product. This means that it is paramount for companies to be able to invest in cutting-edge customer service support strategies.  

Thanks to artificial intelligence chatbots and conversational AI, retail businesses can also manage important KPIs such as Average Speed of Answer (ASA). Although the global average for ASA is 28 seconds, automation can provide users with immediate assistance. What’s more, given that the majority of customers will abandon a queue within 30-60 seconds, this technology can help you reduce your abandonment rate and boost your customer satisfaction.  

How Chatbots Enhance Customer Service Efficiency and Cost Savings 

Not only do chatbots provide a first port of call for your customers, but they can also offer a cascade of advantages. In the sections below, we’ll look at how each feature of AI chatbots can help your business. Let’s get started.  

Real-Time Response 

Ad hoc customer service chatbot solutions are designed to provide customers with relevant answers to queries immediately. This is possible thanks to multiple technologies implemented in AI chatbots. For example, conversational AI is able to understand what the customer is asking rather than just identifying a keyword. This makes it easier to provide users with relevant and exhaustive answers in real-time.  

Answers To FAQs 

Conversational AI chatbots are also equipped with automation features that allow them to provide users with instant answers to frequently asked questions. This feature helps reduce your overhead costs and frees up precious time and energy that your team can now dedicate to more important aspects of customer service.  

Multi-Lingual Assistance 

If you are looking to expand your operations internationally, the multilingual support features offered by chatbot AI online solutions can help. With multilingual chat capabilities, AI chatbots are able to immediately communicate with customers around the world. This can significantly reduce the costs involved with providing customer support around the globe to users who communicate in different languages.  

24\7 Support 

Once integrated into your business, chatbots will become your tireless customer support representatives, providing round-the-clock service regardless of time zones, holidays, or office hours. This 24/7 self-service assistance eliminates waiting times and is a perfect solution for urgent queries that can’t wait till regular business hours. Most importantly, this immediate response greatly increases customer satisfaction, provides assistance and support when it’s needed most, and helps boost your brand’s reputation – all while providing your team members with a better work-life balance! 

Chatbot Live Chat Capabilities 

Although an AI chat online integrated into your website can significantly reduce the strain on your customer service team, not all problems can be resolved without the help of experienced and highly trained customer service. After all, the last thing you’ll want is to miss out on a sale or lose a customer because of impersonal customer service. Fortunately, advanced chat solutions can overcome this issue by triaging customers onto live chat capabilities. This means that issues can also be escalated to human customer service representatives or managers.  

Interactive Survey Options 

Chatbots provide a valuable tool to obtain real-time, accurate customer feedback through interactive chat survey features. These forms are more engaging than standard surveys, and they allow you to collect feedback throughout each step of the customer journey.    

Preparing Your Business for the Shift to Conversational AI: Partner With Futr AI

When it comes down to introducing conversational AI into your business to boost your customer service and reduce your operational costs, it is important to keep in mind that each business will have unique needs. That is why, to ensure that you are getting the best chat solution for your business, you should consider the benefits of partnering with a knowledgable specialist, who can guide you through how to set yourself up with ease and manage and the heavy lifting for you. If in doubt, get in touch with the team at Futr and request a demo today. 

Customer stories

Futr is a VC backed tech start-up with the mission of delivering superpowers to support teams everywhere.  Futr’s superpowers are transforming the way organisations serve their audiences.

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