The retail customer service market offers significant growth opportunities. Despite being one of the most challenged markets at the start of the COVID-19 pandemic, the disruption created many positives, such as significantly reducing the competitive inertia many industries had on contact center innovation.
Beyond navigating issues like contactless delivery or simply improving e-commerce, retailers had to innovate or stagnate.
In many cases, this meant going out of business.
At the end of 2020 and throughout 2021, the analyst conducted numerous studies on digital transformation across industries and the impact of COVID-19 on business and the contact center.
“The Changing State of Retail Customer Service: Growth Opportunities Emerge in North America’s Dynamic Retail Market” was published in December 2021. Frost & Sullivan now offers this follow-up report, incorporating data from primary sources and high schools.
Digital transformation was a core component of the analyst’s 2021 “The Changing State of Retail Customer Service” report and remains critical in 2022. Digital transformation and AI applications were underway before COVID-19 and continue to have a deep impact.
This trend fits well with consumers’ predilection for self-service options, researching and receiving feedback on goods and services before they commit to a business, and wanting that information to flow seamlessly as they move from an online experience to a new one. in-person experience.
Retail has entered the era of fictional experiences for consumers who move seamlessly between online and in-person interactions.
This report details additional examples of retail transformation including (but not limited to) the following:
• Add new customer interaction channels, including short message service (SMS) and social messaging (Facebook, Twitter, LINE, WhatsApp, Instagram)
• Add AI to mature channels like chat and email
• Add conversational AI to self-service channels, including bots, IVR, and VAT
• Improved proactive outbound contact with additional capabilities (voice and SMS)
• Extend proactive, interactive two-way customer contact from the contact center to traditional retail locations.
• Integration of knowledge management systems (KMS) to improve self-service channels and backup agents when self-service is not enough
• Infuse newer technologies into the retail environment, including smart mirrors and smart in-store shelves, as well as interactive mobile applications with conversational AI and knowledge management (KM)
• Adopt advanced analytics for further customization and personalization, customer sentiment, preference management
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