Artificial Intelligence | Customer Care | Solutions | E-Commerce
Whether it's a large company, a traditional manufacturer, or a freshly founded start-up - if you want to be successful in e-commerce, you not only have to meet the expectations of your end customers, but also offer them an optimal customer experience. This includes proactive service, personalized interaction and seamlessly networked shopping experiences across all touchpoints. For consumers, the product, shopping and service experiences are now inseparably intertwined. A perfect cross-channel CX is therefore crucial for e-business success. Only those who offer their orders individualized goods and services will convert one-time shoppers into loyal customers and maximize their customer live time value.
Artificial intelligence (AI), machine learning and automation form the basis for this - both for perfect shopping experiences and for fast response times to service questions in the shopping process and in post-purchase communication.
Simple customer inquiries are answered in record time
Many first-level inquiries via email and chat can be handled fully automatically. Chatbots and virtual support agents provide customers with appropriate answers directly on the website.
AI supports service agents
Employees in 2nd and 3rd level support, receive AI-based solution suggestions. This ensures higher first contact resolution. Service agents can work faster and provide the right answers immediately thanks to the support of intelligent systems.
Personalized shopping experiences push CX.
Machine learning is a subset of AI. By analyzing real-time data, customers receive tailored content and suggestions, thanks to machine learning. This enables customized self-service experiences that are faster and more convenient than searching the website for information yourself. Prospective buyers who visit a store again receive suitable recommendations based on their previous behavior.
However, maximum service quality can only be achieved with the right customizing.
This is because it is only precise categorization and topic recognition that make AI a game-changer in customer care. PVS Relationship Services has extensive expertise in artificial intelligence and can advise you on the right solution for your needs. The Stuttgart-based company, which specializes in Customer Care Services, uses various AI applications for its customers. Clients therefore benefit from best practices and use already proven success models. The AI tools used are individually tailored for each client, extended if needed and adapted to processes. In this way, they become an important basis for Premium Customer Services.
Transparent and proactive customer communication is another important factor in successful CX. Did you know that the WISMO question (Where is my order?) is the most frequently asked service request? By sending tracking links, you answer potential follow-up questions in advance. Tracking pages also give you the chance to direct your customers back to the web store from here. The same applies to transparent and digital returns processes. The simpler the process and the better the notification of returns and refund status, the more satisfied customers will be. Close information exchange also helps manage your customers' expectations: If you communicate delivery delays at an early stage, you not only relieve your service team, but also strengthen the customer relationship at the same time.
For a customer in the fashion segment, for example, PVS RS set up a pilot project some time ago and has been providing AI-based support ever since: e-mails with inquiries about the whereabouts of shipments do not end up with a service agent, but are processed and answered fully automatically. Based on the information in the e-mail (sender e-mail address, order or track-and-trace number), the software researches the goods in the tracking systems of DHL, UPS and HERMES. It then sends a predefined response e-mail in the look and feel of the fashion providers with the scheduled delivery date. This is more personal and much more user-friendly than sending tracking links.
At the latest since the current discussion about the chatbot ChatGPT, which is able to conduct conversations with queries and which even succeeded in deceiving scientists with the help of fully automatically generated texts, the security risks of bots are critically questioned in addition to the opportunities.
Long before this debate, the motto of PVS RS was "Security First". For this reason, meticulous care is taken to ensure that all data protection aspects are taken into account in the fully automated processing of mails. Only if the AI can assign the mail content including sender 100%, the mechanism takes effect. As soon as there is a discrepancy here, the request is checked in first level support. This is also the case, for example, if a customer asks several questions in his mail. In this case, the customer's questions are answered collectively. This guarantees a high level of customer satisfaction and ensures a positive perception of the brand.
Conclusion: With perfect CX and forward-looking communication, you create perfect shopping and service experiences for your customers.