Whether your customers prefer making purchases in person or online, you can deliver value to them every time they interact with your brand through personalization technologies in customer support. From digital transformation and software-as-a-service to virtual reality and artificial intelligence (AI), technology keeps revolutionizing industries, and the eCommerce sector is no exception. In this blog, we will understand how new-gen technologies are impacting eCommerce customer service.
Elevating the eCommerce Customer Service Experience
eCommerce refers to buying and selling goods or services online. It offers customers a hassle-free shopping experience, which is essential in today’s competitive online marketplace. Through eCommerce, retailers can operate even if their physical stores are closed, helping them earn more revenue and grow successfully. eCommerce brands typically provide customer service through a mix of digital channels, self-service options, and direct human support to assist online shoppers.
Online retailers must deliver an intuitive user experience to improve their customer's journey. Moreover, outstanding customer experiences thrive on dedicated support across numerous communication channels. This includes social media channels as well. Creating a robust customer support network on social media is necessary, especially after social media evolved into a dynamic arena where consumers and businesses engage in conversations vital for resolving issues, building trust, and creating unforgettable brand experiences.
To better meet evolving customer expectations and leverage hyperautomation for personalization, visit this informative and engaging blog: Hyperautomation: The New Way To Streamline And Automate Customer Service Workflows.
Role of AI and automation in eCommerce customer service
Many eCommerce customer service tasks are repetitive and time-consuming. These include answering frequently asked questions (FAQs), resetting passwords, processing refunds, etc. Automating these tasks can free your agents to focus more on complex issues that require human expertise. From enhanced productivity in day-to-day operations to optimizing customer interactions, automation is a strategic ally for online retailers, streamlining their business processes and improving efficiency.
AI and automation technology streamline your eCommerce business, making it more manageable and intuitive, while also maintaining the highest level of accuracy in all transactions and customer interactions. AI can support three primary business needs:
- Engaging with customers automatically
- Automating business processes
- Gaining insight through data analysis
Revolutionizing eCommerce customer service with AI-powered service desks
AI-powered service desk offer eCommerce brands the tools and resources to improve processes like service and support deliveries, facilitate customer support across multiple communication channels, and pay attention to the voice of the customer (VOC). Let us look at some of the service desk's features that transform eCommerce customer service.
- Customer Case Management: Ticket management is a meticulous process designed to handle customer service requests from start to finish efficiently. For example, a customer may want to inquire about a delayed refund. Case management will ensure a quick and accurate response by support agents informing the customer of the reason for the delay and ensuring the refund is credited as soon as possible. The case management process includes registering customer requests, categorizing cases, prioritizing issues, assigning requests to support agents, tracking progress, following up with customers, and ensuring every case reaches a satisfying resolution.
- Software Integration: eCommerce businesses have many components, each different from the other, and rely on various software tools to function simultaneously. From customer relationship management (CRM) systems to inventory management and enterprise resource planning (ERP) to billing systems, software integration connects various systems to allow your business applications to “talk” to one another, share data, and manage various operational processes. eCommerce brands' customer support helplines are always buzzing with customer queries regarding issues like non-delivery of items, late deliveries, returns, and refunds. Integration democratizes data in eCommerce enterprises, giving easy access to information and empowering brand representatives to gain a holistic view of client data across all company systems.
- AI-powered intelligent suggestions: Intelligent suggestions are AI recommendations that help support agents solve customer problems swiftly. Intelligent suggestions anticipate customer needs, provide real-time guidance to agents, and automate routine tasks, transforming your eCommerce customer service.
- Self-Service: Self-service tools are popular among customers looking for ways to solve their own problems or gain more information about a product or a service. Most online retailers have conversation bots and digital customer assistants, which guide customers through the purchasing process and assist them until checkout. These AI-powered tools help minimize cart abandonment, resulting in increased revenue for the brand. When customers are offered self-service systems, customer support representatives are not burdened with answering simple queries and solving minor issues.
- Conversational AI: Conversational AI can simulate human conversation and gives users a personalized support experience. Conversational AI can be your enterprise’s intelligent companion, elevating the quality of support interactions and transforming eCommerce customer service into more than mere transactional interactions.
- Automatic translations: eCommerce firms have a global footprint in managing their business operations. For example, an eCommerce firm may be based in the United Arab Emirates but have its customer support center in the Philippines. Due to the intercontinental nature of the business, people from various geographical locations and ethnicities are involved in transactional interactions. AI translation, also known as machine translation, uses AI algorithms to translate text from one language into another automatically. The translation function uses machine learning (ML) algorithms to analyze large amounts of text data in multiple languages and learn the relationships between words and phrases to provide accurate, fluent translations and improve communication between speakers of different languages.
- Advanced Analytics: Analytics and reports provide necessary insights into customer behavior, enabling eCommerce enterprises to anticipate and fulfill customer requirements effectively. By analyzing data, performance metrics, customer satisfaction scores, etc., online retailers can identify areas for improvement in their eCommerce customer service processes and make informed decisions.
These technologies help eCommerce enterprises focus on providing clients with a wholesome experience. Here are some of the benefits of using AI and automation in your eCommerce business:
- 24/7 support & customer service
- Efficient inventory management
- Better security through fraud detection and prevention
- Automated customer segmentation
- Data-driven decision-making
- Personalized product recommendations
- Increased automation of internal business processes
- Improved customer and agent experiences
- Better revenue growth
Acing customer satisfaction surveys and truly delighting clients requires business owners to visualize the customer journey, evaluate their needs, anticipate challenges, and have a clear picture of how they can ensure customer success. This eBook, Deliver Human-Centered CX in a Tech-Powered World, reveals the secrets to delivering truly world-class CX.
AI-powered help desk software is an indispensable asset for online retailers committed to enhancing the effectiveness of their eCommerce customer service. ThinkOwl’s software suite, comprising intelligent solutions like OwlDesk and OwlForce, has innovative features and advanced functionalities that benefit support agents. On the one hand, customers are guaranteed accurate resolutions to their issues and unforgettable brand experiences.
ThinkOwl helps you outpace your competition in customer responsiveness, secure more business, and impress customers with fantastic experiences. Whether it is eCommerce or any other industry, if you wish to foster a customer-centric culture and deliver the best service and support, embrace ThinkOwl’s AI-powered solutions. Sign up now for a 30-day free trial.