For any business venture, even for retailers and marketers, improvement is important. You must always strive to be better and keep up with the constantly changing trends of the digital marketing world. There are many ways to improve customer service in retail with chatbots.
With the increase in competition in the online marketing space comes the need for retailers to find new ways to pull ahead and give customers the best possible service; hence, chatbots suffice.
Although chatbot use in retail marketing is limited, it does not take away the fact that it has several ways it can improve customer service and satisfaction.
Businesses who have taken this initiative are now reaping massive benefits, especially in the area of effective customer service.
Using chatbots like Zebrabuzz and some others in the retail industry will guarantee an improvement in customer satisfaction rates which in turn leads to an increase in sales.
We all know happy customers will always come back and the more they come back, the more sales the business gets; hence, an increase in profits.
As your customers are happy with the services, and you increase your profit margins, it becomes a win-win situation for both parties.
What is Customer Service?
Customer service is the act of helping customers in any areas they want and any requests they have. It could be answering their questions, assisting them in solving problems etc.
Customer service is the same in retail. It could also entail directing customers, shoppers, and users to the right parts of your store, helping them navigate through products as well as assisting them with an order or product issues.
Customer service is an important aspect of any business and one any organisation should put special considerations to.
Technology has significantly helped retail businesses in their customer service, especially chatbots.
Chatbots have significantly grown in popularity over the last few years, and this is in part because of the many benefits and advantages they offer businesses.
There are several ways you can also improve customer service in retail with chatbots.
How You Can Improve Customer Service in Retail with Chatbots
Delivering Answers in Real-Time
It is no secret that chatbots are quick to respond to customers and engage users. With their ever-present availability, chatbots can offer real-time responses.
In today’s market, your customers, whether in retail or whichever sector, want answers to any question they have almost immediately they ask them.
You risk losing your customers to your rivals when they have to wait in line to get answers to their questions.
Some of the queries users have are very simple and basic, so having to wait to get answers to what they feel should be immediate can be frustrating.
Chatbots, however, eliminates this problem of waiting to get responses. Your customers can get the answers to the questions they want at the exact time they ask.
Remember the times when you navigate through a business page and see things like “typically replies within 24 hours”?
Well, no more. Chatbots have successfully eliminated that. Most people can get turned off when they see that they have to wait up to a day to get simple information.
Ease in Navigation
Online retail stores have been known to be overloaded with products. Most of these products may be similar but different from the exact one the customer is looking for.
You can improve customer service in retail with chatbots when they provide your customers with ease of navigation.
With chatbots, customers can easily find their way when they ask about their products. Imagine a customer sees a product and wants to check if you have in store.
Instead of browsing through all the bags you have, the user can ask your bot the specific details in a conversation and the exact product the user is looking for will be brought. No stress!
Chatbots can also direct users on how to use other services on your retail business page. It’s like giving each customer a personal assistant that helps to do all the stressful work quickly and efficiently.
Strengthening Employee Efficiency
Online retail stores usually have the highest number of simple questions. These questions range from sales, delivery time, order status, navigation, among many others.
As there is an increased likelihood of questions, human representatives can easily become overwhelmed, leading to unsatisfied customers.
In an age where all it takes to bring down a business is a simple tweet, the last thing you need is a disgruntled customer.
With the huge number of questions, you can improve customer service in retail by allowing your bot deal with some of these, especially the simple ones.
Also, as chatbots like Zebrabuzz are intelligent enough to understand questions, they can redirect them to the right human agent if they as chatbots are unable to answer.
This means that when a customer makes an enquiry that may be too complicated for the type of bot you have employed, or the bot has not been properly equipped with what it needs to respond, because of its intelligence, it will use the keywords in the query to direct that the appropriate agents answer user’s query to the right department.
In essence, queries about sales will go to the sales department and the human agent in charge of it. Therefore, each customer request will be efficiently handled and managed.
Customised User Experience
You can improve customer service in retail with a chatbot as they can customise your customers’ experience.
Remember, chatbots are very intelligent? Yes, they can store user data from each conversation.
While chatting with a customer, chatbots like Zebrabuzz will save the user’s choices and preferences as well as their purchases.
When customers return, the stored data from their previous interactions with the bot will be used to deliver contents to them.
Therefore, your customers will find contents based on their preferences and the products they are interested in.
Patience is a virtue, but not everyone is blessed with it, retail stores have so many products that it can be frustrating scrolling through all trying to find what you want.
Even while in the category of the product you are looking for in a retail store, you can still be lost in the sea of products.
However, with the intelligence of bots, that problem is eliminated, and your preferences will be delivered to your customers every time they come back.
Chatbots can also personalise not only contents and products but retail adverts.
You can improve your customer service in retail with chatbots when advertisements like special offers, discounts, promos, and so on are delivered to the customers that will likely be interested.
Remember your chatbots stores their data and preferences? When they come back, they will get details on special offers of what they have bought before or regularly buy.
Customers will not be spammed with several adverts that are not in their line of interest.
There are several ways you can improve customer service in retail with chatbots, and these are simply some of the most important ones. The time to take the initiative and implement one in your business to give your customers the satisfaction they desire is now.