Use cases of chat in the retail sector 

 The measure of success is bringing in a client and making them satisfied. Communicating with the customer directly is the basis of sales and increasing customer satisfaction in a very competitive retail market. Chatbots for retail industry help to solve issues and consult the customer in real-time. 

The global Chatbot market is expected to grow exponentially between 2016-2023. – Credence Research

Chatbot use cases for business have had many proven records of success in the fields of Customer Service, Marketing and Sales.

Retailers can leverage a chatbot to grow far quicker with loyal customers than companies that constantly rely on a semi-satisfied customer base. Customers demand quick, personal and convenient support, 24/7, on their channel of choice. 

The power a retail chatbot is the advanced solution to grow loyal customers and retain customers. Retail chatbots provide a smart way to scale exceptional customer experiences.

How Retailers are using chatbots for better Customer experience?

Driving customer engagement

Chatbots enable retail businesses to provide superior customer service by driving customer engagement 24/7 without requiring human intervention. Chatbots also integrate with various communication channels such as Facebook Messenger, and e-commerce websites. This allows retailers to provide enhanced shopper experience and recommendations. The overall result is happy returning customers and a noticeable boost in sales.


Enhance shopping experience

Shopping online can be chaotic since there are a plethora of choices and large catalogos can often be clumsy and overwhelming. 

Chatbots are creating a similar experience as that of a physical store. With the intention to provide excellent customer service, chatbots are programmed to answer simple queries and provide front-line support. 

 

Chatbot examples in the retail industry

Chatbots for Retail industry is an emerging trend. Retail therapy, is no longer abstract. With the kind of experience messaging apps are providing in terms of usage, retailers are able to effectively eliminate friction for customers.

H&M

2016, saw a major upcoming trend with the launch of H&M’s chatbot on messenger app Kik. A significant amount of customers liked the recommendations and user experience. The experience enabled customers to choose from the recommendations, filters and style preferences. It enabled them to share product pages and favorite items with their contacts on the Kik app.

HelloFresh

A meal-kit delivery service, is an example of a chatbot use case for this very purpose.  They offer discounts to people looking through their meal boxes. Plus, by offering chatbot-exclusive discount codes, i.e., FRESHBOT25, they can track exactly how many customers they are getting through their chatbot.

TACO BELL

Similarly, fast-food giant Taco Bell integrated their chatbot with the messaging app Slack, which allowed customers to use the app to request food items, prices, ingredients and pay. This integration led to the brand’s expansion and enhanced their brand image.



Important use cases of chatbots in Retail sector

  • Complaint and feedback

This function is working very well in the Australian chain of markets. Facebook accepts and passes along customers’ feedback. The customers know that in case of any problem, they can report and get feedback from a chatbot.

  • User support

After chatbot implementation, call centers’ workflow reduced up to 50 percent. The reason is that customers’ desire to write about a problem rather than call a support representative. This is the most popular scenario of using a chatbot in business.

  • Loyalty card and score bonus points

Retailers use chatbots to offer services, gather client information, identify customers, or get feedback quickly and easily. A great example in the Ukrainian market is the chatbot of the cafe chain that provides a list of functionality, including personalised offers, points scoring, info about free sandwiches, or coffee.

  • Sales

One more main chatbot goal is to sell as much as possible. Sell simple, unified products — less than 10 items. For example, Barista chatbot offers a few types of coffee and cakes.

  • Repetitive sales

One more source of additional sales is offering to make a new purchase based on a customer’s prior preferences. Sephora knows its customers’ habits and notifies customers about special personalised offers when the customer hasn’t made purchases for a while or can’t select the product.

  • Shop long

Chatbots could send the list of addresses and define the nearest place. For example, Aldi, 2Cups, and IQOS have this function. 

  • Returns

Unload your call center and focus on the important things. A chatbot could report a 40 percent cost reduction, making returns automatically.

  • Personalized offers

Based on user’s purchases or intents history chatbot makes very personalized offers.

  • Service requests

Is there is a request for service, a chatbot provides service status to assure the client that his or her needs will be covered.

For example, when something wrong is with Phillip Morris’s IQOS device, a chatbot could recognize the issue and forward info to appropriate staff.

  • Education and FAQS for retail agents

Phillip Morris International created a chatbot that manages sales in the field. The Ukrainian supermarket chain Varus tracks employee satisfaction by eNSP interviewing via chatbot. Also, chatbot manages staff vacations and check-ins.


Chatbots can certainly do much more. As time passes, more and more businesses will be taking advantage of chatbots and its AI technologies.

Book a free demo with Kapturechat to accelerate your sales cycles.

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