The online world is getting bigger, and with more users every day. All industries are investing in Artificial Intelligence, and the Fast-Moving Consumer Goods sector is no different. Learn how you can automate your chain of stores with the chatbots for retail.
Online Retailing
One of the first forms of online commerce was, in 1960, through IBM’s Online Transaction Processing. This technology allowed the processing of financial transactions in real-time.
Companies began to invest in the interactivity of their websites and in more levels of security when it came to transactions.
The Internet has been considered a secure purchasing channel since 1994 when the first mass sales began to emerge. Since then, purchases through the Internet started to grow. From products to services, everything can be bought online today.
Chatbots Are the Solution for Retail
The number of sales in online stores increased dramatically with the 2020 pandemic. People prefer not to leave home and the only way to get the products they need is through the internet.
However, with higher sales volume, there are also more questions from customers.
“I’ve already placed my order a week ago and they haven’t delivered yet. What’s going on?”
These questions are usually sent to the email address of the company’s Customer Service. As a result, like all company procedures at the beginning of the pandemic, it also took time for customers to receive an answer. Now they had to wait for two things: the order and an answer.
Yet, such experiences could be avoided. Companies could provide better customer service if they invested in a chatbot.
Retail Chatbots Analytics
Compared to other sectors, the retail sector has not yet invested much in the chatbots market. Even so, the numbers point out that this will change the next time.
Studies by Juniper Research predict that by 2023 there will be a global investment in Artificial Intelligence by retailers of 12 billion dollars. A substantial increase of $3.6 billion by 2019.
Also according to Juniper Research, sales through chatbots will reach $142 billion by 2024. This represents an average annual growth of 400 % since 2019.
You may think the investment is very high, but comparing the investment and return figures, believe that it’s a good bet. Starting with the increase in sales of your product.
IA Chatbots in the Retail Sector
First of all, a chatbot is a virtual assistant that helps you automate and streamline the recurring processes you have with your customers or even within your company. To know which type of chatbot best fits your needs, click here.
These agents use Artificial Intelligence and Natural Language Processing. Therefore, they can effectively answer the questions that come to your Customer Service, without the need for human intervention.
The more questions your chatbot receives, the more intelligent it becomes. Moreover, with the training you do, it significantly increases its response efficiency. If you want to know more about this subject, take a look at the article AI Trainer: How to Train a Successful Chatbot.
Use Cases in Retail Chatbots
But you ask: “Why would I invest in a chatbot?”
Well, below, we give you some examples of cases where a chatbot can speed up and improve your service.
Personalized Service
On almost all online shopping platforms, you have to make a personal account. In this account, customers enter their details so that they can complete their orders.
From this data (such as name, age group, and location), you can personalize your interactions with the consumer. Always with the proper GDPR authorizations, of course. For example, treat it by name when you send a promotion to the stores in the region you are (if there are physical stores).
Suggestions for Complementary Items
Be it a clothing store, service, or restaurant; there is always the possibility to pair the product selected by the consumer with a few more. That’s when the suggestions come on the scene.
This point relates to the previous, but at the same time, it is independent. The suggestions service is more directed to the client’s choices and not so much with his data, although it can influence the proposed tips.
Follow-up at All Phases of Purchase
From the moment the customer is looking for a product on the website until the end of the purchase, questions may arise. With a chatbot, instead of the customer being in doubt, you can solve it on the spot at any purchase stage.
Even to solve inconveniences, a chatbot has the answer on the spot. And when it doesn’t know the right answer, it directs it to a human agent.
It’s inevitable that a client more quickly buys products of a brand with a better relationship than one that does nothing to get closer to its consumers.
5 Chatbot Advantages in the Retail Sector
A chatbot can help your company stand out from the competition. At the same time, it shows your consumers that you bet on innovation and want to give them the best possible service.
The implementation of a chatbot in any digital contact channel (chat or email) is an asset because:
- Increases the efficiency of response
- Increases the number of online sales – e-commerce
- Increases the level of customer satisfaction
- Reduces costs per service
- Reduces response time
You can also configure your chatbot so that it has the personality that best suits you and fits your brand.
ARA Chatbot – A Real Case of a Retail Chatbot
As you may or may not know, Visor.ai has clients in the most diverse sectors in four continents.
One of Visor.ai’s clients is the Colombian supermarket chain ARA. This company belongs to the international group based in Portugal, focused on the Specialized Retail and Food Distribution sector, Jerónimo Martins.
The chatbot was implemented in the WhatsApp channel of the ARA company, as it’s the communication app with the largest number of users worldwide. However, if you are on your computer and go to the company’s website, you can access the application from your browser.
This Jerónimo Martins chain wanted to innovate its competition and enhance its service, so it invested in a chatbot.
In this virtual agent, the thousands of store clients can clarify doubts, apply for work positions, and have access to news, among others.
Moreover, through a chatbot integration, consumers can receive the nearest stores’ brochures if they share their location with the chatbot.
2020 is the year to start automating your store’s interactions with your customers. Do not waste more time and talk to us!
