Parham Saebi, Head of Client Relations, CRM Solutions, Arvato CRM Solutions UK, has been featured on Retail Technology explaining how the role of chatbots can be just as important in supporting retail staff as it is for customers.
Chatbots hold the potential to provide exceptional, tailored customer experiences in order to drive loyalty. The technology can be used to collate and present useful data to retail customer service agents in real time, in a digestible, hyper-intuitive format. This makes chatbots perfect as a training tool, as a live support system during customer interactions and, more generally, as an intelligent portal staff can use to access the resources they need to thrive in an increasingly digital workplace.
To date, the internal applications of chatbots have played second fiddle to the technology’s well documented customer facing uses. However, forward thinking retailers can lay the groundwork for an autonomous system that also supports their employees.
Parham explains: “Identifying specific agent support functions with simple, pre-determined set responses, like FAQs, is a good place to test the water. They can also start to build the knowledge base which more advanced chatbots will refer to later down the line, such as product and process information and agent training materials. Recruiting with digital skills in mind is also sensible.
“Chatbots can be leveraged as a method to train staff to use new technology, but they still require a basic understanding of digital tools to be effective. What’s clear is chatbot technology can play an important role in supporting the workforce of the future, retailers just need to start acting now to take advantage.”
Read the full article here