Studies show that not all interaction between a customer and a retailer is via a telephone or email. Channel choices on how people interact with your business are:
- 57% Live Chat
- 60% Email
- 62% Telephone
- 51% Online Knowledge Base
- 34% Click-to-Call
- 8% Social Media
Answer common questions such as “where is my order” and reduce contact volumes by 50%. Conversational AI is available 24/7 enabling customers to connect with your organisation whenever they want, keeping up with ever-changing customer expectations. With a single view of the customer’s journey, this empowers staff with the ability to anticipate customers needs and deliver a consistent and personalised experience on every channel. Whether they are speaking, chatting or just responding to an email, staff can see the customers full journey (whether on Twitter, Facebook, WhatsApp) so that they can empathise with the customer, connect the parts and provide a level of service that is truly personalised and makes the customer feel important.
Research has been done to ensure there are conversational AI personas that understand domains of knowledge for each vertical market including retail, with defined common processes and prospect and customer enquiry resolution paths fully mapped. Using this persona as a starting point enables your organisation to retain control of the brand experience, without having to “start from scratch” to define the conversational AI experience.
How many conversations are you missing? Having conversational AI on your website is proven to increase sales conversions while reducing costs. You only know about the customers and prospects that contact you, or who are willing to wait to connect with a member of the team. Don’t let any prospect enquiries slip away and generate more sales by letting a chatbot speak with the ones you aren’t getting to.
- Increase customer engagement.
- Increase employee satisfaction.
- Allow staff to spend time on complex or high-value interactions.
Be available for clients 24/7
Doing business doesn’t need to be saved for opening hours. Let shoppers connect with your business at a time that suits them. The chatbot uses natural language and answers in your brand tone, meaning your customers get a consistently excellent experience.
It isn’t just a ‘chat bot’
Once plugged in, the conversational AI chatbot will work to learn your organisation, further develop its industry sector knowledge and will intelligently output information instantly. The hardest worker in your organisation, this conversational AI chatbot enables customers to self-serve, and helps prequalify potential customers and so increases sales teams’ effectiveness.
- Integrate with your CRM
- GDPR Compliant
- Natural language conversations
- The conversational AI will learn and retain your content – the more it chats the more intelligent it becomes.
- Considers staff availability and urgency before assigning conversations
- Responses are not predefined
- Knows who and how to ask for help in your business
- Single dashboard view of performance and reporting
- Seamless transfer to other channels and detailed handover to other members of staff
If this is something you would like to incorporate into your organisation, contact us today on 0345 362 0 247 or email AI@matrix247.com to organise a free demonstration with one of our specialists who will show you how conversational AI can fit into your business.