The whole process of shopping, from purchase to exchange, return, complaints, or inquiry, retailers need to handle the shopping experience with utmost priority. This can be made possible with the help of Artificial Intelligence
Fremont, CA: The retail sector has probably transformed like no other over the last few years. There was a time when physical stores were the only way to purchase products. This was followed by mail-order catalogs that allowed customers to sit at home and have their products delivered to them by mail. And then came TV networks dedicated to this process, offering 24-hour shopping channels to the customers. Infomercials were a game-changer, offering products that were not available elsewhere.
However, all this changed with the internet roping in online retail options. Customers no longer needed to dial a hotline, nor could they be brainwashed by schemes laid down by infomercials. In many ways, e-commerce has empowered customers. Reviews by various customers and videos demonstrating products have made it easier for customers to decide what is right for them. However, there are a large number of online retailers entering the market today, and it can be challenging to maintain a reliable customer base.
This is why brick and mortar stores must pay attention to customer appeal. Customer appeal starts at the retail level but can end the moment the customer walks out of the store. The whole process of shopping, from purchase to exchange, return, complaints, or inquiry, retailers need to handle the shopping experience with utmost priority. This can be made possible with the help of Artificial Intelligence. The technology allows retailers to refine, improve, and perfect their customer service with data retrieval and analysis.
The evolution of retail has brought about more touchpoints than ever. These touchpoints come into play even before the customer enters the retail store, such as product reviews, word-of-mouth praise, and social media chatter. Evidently, touchpoints have become a part of the retail cycle. Once the desired product is identified, the customer enters the purchase phase, which may include the retailer's physical location or an app or website. During this phase, the customers may communicate with store staff or online representatives, or even call the customer service agent in case of any queries. At all times, the customer expects the experience to be appealing, endearing, and wholeheartedly helpful.
Customer service, the backbone of every retailer, is the final stage of the process. Whether delivered over the phone, email or messaging, customers want the customer service to be genuinely helpful. This desire of customers can be fulfilled when the customer service policies are personalized to the needs of the customer. Streamlined experiences can serve as a catalyst for customer loyalty, which will, in turn, allow retailers to build a robust commitment, which is necessary to survive during these testing times in the industry.