How can we improve customer relations in retail?
Lost a parcel? Delayed delivery? An urgent need for information? In the retail world, shoppers always have good reason to call customer services. To cope with peaks in activity, companies need to be available and efficient.
But how do you manage high call volumes and provide a satisfactory response to all your customers? Retailers and delivery services, choose the Zaion callbot to support your teams!
The ever-changing parcel market
In 2021, 1.5 billion parcels will be delivered in France, compared with 350 million in 2015. This figure has been boosted tenfold by the health crisis and the explosion in e-commerce. In the digital age, online purchases can be made in just a few clicks. For the 41.6 million French people who use the Internet, the transaction is quick and easy. Secure payment by credit card and delivery at home or at a relay point, and that's it. For many, online shopping is becoming a habit, even a reflex. In 2021, 68% of e-buyers would like to see local and city-center stores offering online ordering, and many are turning away from those who don't take the plunge... The average transaction value has also risen in recent years, reaching 60 euros in 2021. According to Fevad estimates, France now ranks second in the European e-commerce market. The proportion of online sales in France will continue to grow.
As for the products and services purchased? Fashion items, hygiene and beauty products, games and toys, household appliances, home decoration... Most orders are placed in parcels, which is why it's so important for customers to be able to track the progress of their goods. Buyers need to know whether their order has left, whether it has been delivered to the right place, whether the delivery will be late... To answer all these questions, customer service can quickly find itself swamped by calls and messages. This is particularly true during Christmas, sales and Black Friday, when consumers flock to bargains. These major events boost physical and digital sales tenfold, and companies need to be prepared. Their sales depend above all on their ability to manage this increase in transactions and call volumes.
Installing a callbot in the retail sector
The rise ofe-commerce has inevitably led to changes in customer relations. Long focused on parcel returns, it now covers the entire purchasing process. Customer service accompanies potential buyers on the website, advises them on the products and services best suited to their needs, gathers customer feedback, troubleshoots and refunds if necessary... In short, customer service now plays a key role in the customer experience. It's part of the company's showcase. It must therefore be available and efficient, whatever the circumstances.
For this purpose, many companies choose to install a callbot. This oral conversational agent assists customer service on a daily basis, even during off-hours. You don't have enough advisors to take all the calls? Are you making customers wait on the phone for 15 minutes? Are you forcing them to repeat their request every time they're transferred to a new department? The Zaion callbot is the solution! It greets customers on the phone, collects their information and transfers the call to the right person. In the case of simple requests, it can even answer the call itself, without the need for a human. With a callbot, your shared customer database is up to date, customers get a clear answer quickly, and your teams are relieved of repetitive tasks. It's the ideal tool for retail companies!
