Activating Technology to Improve Customer Experience this Holiday Season

The holiday season is fast approaching, and retailers are gearing up for what is expected to be a busy and challenging time. With the shift in consumer shopping preferences and the potential for disruptions in product inventory and shipping delays, it is more important than ever for retailers to focus on effective communication with their customers.

One key way to ensure that customer communications are managed proactively and effectively is by leveraging the right mix of proactive communication and AI solutions. By activating technology in the right way, retailers can improve the customer experience and protect their brand promise during the holiday season.

Here are three ways that retailers can use technology to enhance the customer experience this holiday season:

1. (Pre-)season’s greetings: With shoppers looking to make big purchases well ahead of the holidays, retailers can prepare their contact centers for high demand by utilizing AI solutions. By providing customers with real-time delivery updates, status communications, and instant solutions to queries, retailers can retain customer loyalty and ensure a seamless shopping experience.

2. Spreading cheer by improving self-service with GenAI: Retailers can enhance self-service options for customers by implementing chatbots or Intelligent Virtual Agents to field common customer queries. By empowering customers to help themselves, retailers can handle increased volume and provide a more seamless experience for shoppers.

3. Tis the season to reduce operational costs: Contact center chatbots and IVAs are not meant to replace human agents but to assist and offload mundane tasks. By augmenting human agents with AI solutions, retailers can optimize customer service, reduce operational costs, and scale their capabilities ahead of peak demand.

By embracing technology and implementing AI solutions effectively, retailers can not only improve the customer experience but also reduce costs and increase efficiency. As the holiday season approaches, proactive communication and AI solutions will be key in helping retailers navigate the challenges and deliver a seamless shopping experience for their customers.