Discover 10 advantages of using chatbot in retail

Feb 18, 2020, 214 views

Increasingly present in all sectors of the economy, innovations involving artificial intelligence are already familiar to consumers, whether to assist during a purchase, to solve any doubts about a certain product or to receive post-sale updates. A survey by consultancy PointSource shows that, in 2017, 54% of consumers used applications involving AI at some point in the purchase journey. The survey also asked whether the help of a chatbot would make them buy more often, and half (49%) of respondents said yes.

Another survey, released by Accenture at this year's World Economic Forum, projects that, between 2018 and 2022, retail sales in the world will grow 41% as a result of the adoption of Artificial Intelligence. Check below a list of 10 advantages of applying chatbots in retail!

1 - Offer 24/7 service
Only giant retailers are able to serve their customers at any time of the day and every day of the week. Maintaining such a large team of employees weighs on any company's budget. This challenge can be solved with the use of chatbots, which never rest and work 24 hours a day, 7 days a week.

2 - Answer on all channels
Perhaps one of the biggest challenges facing retailers is putting the omnichannel concept into practice, described as serving customers in all available channels in an identical and complementary way. A robust chatbot is able to start the service via Facebook Messenger and continue it on the company portal, without prejudice to information. Chatbots work on Facebook Messenger, Skype, Telegram, on the store portal and on the smartphone via SMS messages. The consumer can be in any of these channels or in all of them, and your brand will also be there.

3 - Assist in the purchase journey
In the United States, Whole Foods has launched a chatbot that helps consumers find the most suitable foods for each recipe. Through Facebook Messenger, the customer enters a keyword or an emoji from a food and receives a culinary tip in response. There are chatbots capable of recognizing emojis, including.

4 - Provide real-time responses
No more customers stressed by the endless music that plays while waiting for calls via telemarketing. They are looking forward to a quick response. An intelligent virtual assistant responds to the demand in seconds, already with the solution or its referral.

5 - Demonstrate empathy with different audience profiles
Advances in understanding and processing natural language have made this phenomenon doable. Chatbots that use Deep Learning (a set of more advanced techniques than machine learning) can understand human communication, even with Portuguese errors. This phenomenon allows people of different social classes, ages and educational levels to feel understood by the virtual attendant.

6 - Proactively approach the consumer
Chatbots can proactively approach consumers from pre-defined conditions. A virtual assistant in a pharmacy or supermarket, for example, can have his interactive trigger configured to, whenever the weather is very hot, indicate to the store's consumers a promotion of sunscreen.

7 - Build customer loyalty
Underserved customers migrate to competing brands. Providing a cordial service in real time, with technical details and additional information for that researched product will make the consumer much more satisfied with your brand.

8 - Improve internal processes
The chatbot can also be used internally by the retailer, as a way to guide employees and improve processes. The bot integrates with the management, CRM and product inventory systems, guiding, for example, supply according to how often that product is sold.

9 - Improve logistics
Order cancellation, survey of status information, issue of protocol numbers or duplicate of invoice / invoice, product tracking, calculation of delivery time ... There are many functions indicated to chatbots.

10 - Strengthen the brand in the after-sales
There are other possible uses for chatbots in the retail sector. They can, for example, do after-sales research to collect insights into the shopping experience and provide detailed feedback on how the customer sees the brand.

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