DigitalGenius for Ecommerce & Retail

Keeping up with customers, and ensuring they get the best experience across all channels, is critical for Ecommerce & Retail businesses. Here’s how you can raise CSAT and one-touch resolution.

There’s a better way forward for retail & ecommerce.

Market leaders are successfully meeting customers on preferred channels, providing an omnichannel experience, while raising basket sizes, the number of repeat shoppers and promoters. If you’re also trying to join up customer experience across channels and stores, but are struggling to scale, don’t despair. Here’s how to leverage AI to build an omnichannel experience, enabling immediate and consistent resolution across communication channels.

The Retail & Ecommerce Ecosystem

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Key Repetitive Retail Service Processes to Automate

Order Status
The challenge:

Having made a purchase, customers want to be kept updated on their order. Self-service often takes several steps and is inconvenient. Consequently, retail & ecommerce businesses receive substantial volumes of this query, yet agents will follow a highly repetitive process to provide the correct information.

THE SOLUTION:

DigitalGenius AI can understand the customer inquiry and subsequently auto-reply with an enriched response containing up-to-date order information. This eliminates a redundant query for agents, makes the customer experience more convenient, and allows them to plan for the arrival of their order.

Refunds & Returns
The challenge:

Returns are a standard expectation for today’s customers. Repetitive returns queries can cover policy, eligibility or refund status, which agents must solve using a standard process. In the meantime, the customer waits on support to get through the backlog to get a reply.

THE SOLUTION:

DigitalGenius can follow business rules for refunds & returns, and for existing requests provide immediate reimbursement status. This allows customers to take action on their terms, and have the peace of mind that their refund will be imminent; creating an effortless experience.

Order Cancellation
The challenge:

When a customer cancels an order, the request is time-sensitive. With a short window between order and fulfillment, businesses need to act fast to ensure satisfaction and save on sunk costs.

THE SOLUTION:

By understanding the customer, DigitalGenius can instantly consult third-party order management systems, determining if cancellation is still possible, and if so, execute the customer’s request. With instant response and action, the customer experience is smoothed, the business minimizes losses and agents are insulated from the pressure of handling another time-sensitive request.

Loyalty
The challenge:

Customers rarely know the state of their loyalty account, but repeat customers will make purchasing decisions based on how many points they can make or how much money they can save. Providing this information quickly is critical to lowering dropout rate and maximizing sales.

THE SOLUTION:

DigitalGenius can immediately send a reply enriched with up to date loyalty account information, using AI to first read the customer message and subsequently pull relevant information from loyalty systems via APIs. Customers enjoy an effortless experience with fewer barriers to purchase.

How DigitalGenius Works

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The average response time for manufacturers today is 24 hours, with an average handling time of 5 minutes. DigitalGenius allows manufacturers to bring both down to < 1 minute, which unifies business units and ensures that valuable opportunities are capitalized upon - while ensuring that your customers receive the best service during key points in their purchasing cycle.

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