Enhancing Customer Experience Via Seamless Support

Key Topics

Positioning in-store associates as product experts capable of providing customers with personally informed one-to-one consultations, hyper-relevant solutions or suggestions, and empowering them to play a significant role in customer acquisition and retention as more customers enter an experience with elevated expectations around tailored engagement based on current needs and expertise based on demonstrated knowledge.

Despite collecting a variety of insights on individual shoppers from their online shopping browsing behaviors, social commerce usage, purchase history, loyalty membership and location, most companies fail to develop this information into an actionable customer view. New platforms are bringing these details to the forefront of retail interactions, enabling associates to recognize their customers and deliver personalized service. This encompasses the adoption of machine-learning and AI-enabled systems to interpret data and power tailored 1:1 interactions,...

Using digital tools to quickly connect customers to an AI-enabled chatbot and/or human agent to provide in-the-moment service and support

Brands and retailers are using virtual platforms to streamline conversation between consumers and experts, providing analyses and solutions tailored to each customer for optimal product results. This includes leveraging AI-supported conversational assistants that use natural language processing to help shoppers effortlessly navigate questions.

Featured Examples

Outdoor retailer REI is translating its in-store services online through virtual appointments and video sessions. To help customers field any bike assembly questions or repairs, the retailer created a virtual appointment platform for customers to book time with an in-store expert. Along with being able to walk customers through all bike assembly processes, shoppers could also inquire about hiking boot fits or discuss what outdoor gear they may need for upcoming camping trips or excursions.

Electronics company Samsung’s Live Personal Assistant allows U.S. consumers shopping on Samsung.com to virtually connect with experts within a Samsung Experience Store located in New York, Palo Alto, Los Angeles and Houston. Through the secure one-way video, consumers are able to explore products remotely, and receive advice and demonstrations from in-store Samsung experts. Throughout the session, store-based Samsung product experts are able to add items to a customers virtual cart, allowing them review and checkout at their own convenience. Providing consumers with one-to-one consultation, the live video service is blending the ease of online shopping with the added element of human interaction, trust and guidance for an optimal D2C virtual shopping experience.

Updating its Nest Hub, Google’s hospitality solution for Google Assistant is tailored for hotel guests to make service requests, check out, play music, make calls, and more, all within their room. By bringing its voice-activated assistant technology into hotels, Google’s Nest Hub for Hotels allows guests to better customize their environment, while also accessing services in a contactless manner.