This week's article is a guest blog written by Maja Talevska of ReviewMoose.
The millennial generation (those born between 1981 and 1996) are, in size, larger than any other adult cohort.
In 2020 approximately 1.8 billion, or 23% of the global population belonged to the millennial generation.
As consumers seek out more personalised experiences online, retailers must find strategies for technology to take the volume while people take care of the value. Forrester predicts more than 25% of all US retail sales to occur online by 2024, a figure which poses a real challenge to retailers to change their business model to deliver world-class customer experiences at that scale.
Chatbots are the talk of the town. They’re one of the hottest topics in the technology world today.
Like any new technology, much of the fact and fiction gets jumbled up. This leads to a number of myths and misconceptions that sway popular opinion, particularly among decision makers.
Release date: 11 March, 2021
Bot name: Lee
Auckland, New Zealand - 12 March, 2020 - Over 160,000 families around the world rely on Little Ones’ expertly crafted programmes to achieve better sleep and nutrition for their children. Parents access their program information, and a pay-walled community called, “The Village” where they chat with other parents and a fully remote, trained team of sleep consultants.
Businesses are now expected to respond to and solve customer queries instantly to ensure customer satisfaction and loyalty.
Customers no longer wait for businesses to respond. They need their answers, and they need them now.
Businesses need to evolve to meet changing customer demands. They also need to scale their operations to cope with the increasing volume of customer engagement through digital channels.
The ways customers interact with businesses have drastically changed in previous years.
From the early days of face-to-face interactions, phone calls and contact centres, the customer service experience has evolved exponentially.
Shifts in consumer behaviour and advancements in technology are both catalysts for change.
Experts predict that 85% of customer interactions will be handled without human agents in 2021, the vast majority of those handled by chatbots and virtual assistants.
Why? The traditional means of servicing customers struggle to provide the type of experience that modern consumers demand. Customers now expect a faster, more engaging, and personalised level of service than ever before.
Chatbots, or Digital Employee's as they’re also called, is capable of having thousands of simultaneous conversations with a variety of different users.
That’s a lot of information gathered about your customers’ needs and wants.
In a world that’s ruled by data, that information is a golden opportunity to improve the way you interact and engage with both potential and existing customers.
As consumer behaviours change and become more digitally orientated, retailers must evolve the way they interact with and support their customers, or risk being left behind.
Leading retailers are turning to artificial intelligence and automation to streamline customer service processes amidst a growing increase in digital-based customer enquiries.