With the holidays quickly approaching, eCommerce brands are bracing for an unprecedented volume of online orders. With this influx of sales, however, brands can also expect a massive influx of unmanageable customer service inquiries.
In recent posts, we’ve talked about how conversational AI can help boost revenue during the holidays.
But, as we approach the year’s end, there are three big reasons why AI-powered agents can prove critical to your customer service during the holiday season.
1. Order Personalization
Automated customer service can not only handle a large volume of inquiries, but it can do so with a level of personalization that would be difficult for human agents to accommodate at scale.
Integrated with backend order systems, Quiq’s Conversational AI can immediately pull up the details shoppers are looking for when contacting customer service, such as when the order will arrive. As wonderful as the holiday season is, it’s a stressful time for consumers as well as for brands, and this kind of frictionless order info, at any time of day or night, can make the experience a pleasant one.
Shoppers are also more likely to engage with personalized customer service responses. Our team at Quiq has found that consumers respond to personalized engagement with a clickthrough rate that is almost three times higher than otherwise.
2. Instant Reminders of the Season’s Hottest Products
It wouldn’t be a real holiday season unless some item was the star – the product that everyone wants, but that sells out too quickly.
Intelligent automation helps brands handle and manage this surge in demand. They can minimize the effort to find out if this year’s hot product is still available while providing the immediate option to subscribe to notifications about future product availability leading up to the holidays.
Automated agents can also intelligently steer the demand toward similar or complementary products that are in stock, as an addition to, or a substitute for, that hot item.
Through these finely tuned efforts, automated agents can help keep consumers favorably engaged with your brand, turning the experience into a rewarding one even if the product they initially were searching for was out of stock.
3. Proactively Addressing Holiday Friction
Like any relationship, customer relationships require steady maintenance and the ability to respond instantly if needed.
Automated agents can help support that kind of consumer-wrangling, such as through the recently available ability to send messages to users on Facebook Messenger right from the comments about your brand’s posts on a Facebook page.
These public comments, of course, are often occasions when customers ask questions or vent their frustrations, so they’re not always flattering. A quick response automatically sent through messaging can defuse an adverse situation and demonstrate to others that your brand is responsive, proactive, and ready to improve their shopping experience.
Conversational AI Makes Sense for the Holidays
AI-powered automated agents make sense for customer service – especially during the holidays when there is a surge of inquiries, orders, and complaints. These agents help brands maintain constant, 24-hour contact with customers and would-be customers over their preferred communication channels. Especially for younger consumers, those channels involve texting or messaging.
Intelligent automation can handle many of the mundane inquiries, handing off the communication to live agents for the more complex ones. They also provide a steady stream of high-level personalization, offer detailed analytics to showcase what responses worked best and provide a more difficult target for fraudsters than do human agents.
During the holiday season, brands must bring their varsity team to the field. AI-powered chatbots from Quiq know how to run the right plays, again and again, at any time of day or night. Learn more from our conversational consultants.