Summer sales, which run from late June to early September, are a tradition that generates a surge in shopping. This increase in activity leads to a return rate of up to 20% during these sales periods. To tackle this challenge, ecommerce stores are adopting advanced technologies such as Conversational Artificial Intelligence (AI).
According to Enreach, a leading provider in Europe of all-in-one business communications, Conversational AI already handles 23% of simple customer service requests since the end of 2023. The company highlights several key benefits that AI brings to online retailers, especially during sales:
1. 24/7 availability of chatbots: During sales, inquiries and return requests significantly increase. AI-controlled chatbots can automate conversations and provide continuous support, addressing frequently asked questions and simple issues. This allows human agents to focus on more complex situations.
2. Personalized recommendations: With a wide range of products on sale, users often feel overwhelmed and abandon their shopping carts. AI analyzes historical purchase data to detect patterns and suggest discounted products that meet the customer’s needs, optimizing their shopping experience.
3. Automatic shipping tracking updates: AI-controlled chatbots can provide automatic updates on the status of orders, which is particularly useful during sales periods when customers are eager to receive their purchases. This functionality builds trust between the customer and the seller.
4. Automated return management: Conversational AI can streamline the return process by providing automated instructions, generating shipping labels, and creating tickets to process returns. This improves customer satisfaction and reduces management time.
5. Proactive assistance: AI-powered chatbots can detect if a user has been browsing for a long time without satisfactory results and offer assistance or popup promotions. This technique turns doubts into effective purchases, especially during sales periods when users are looking for the best deals.
Marc Brunés, Product Owner and AI Specialist at Enreach, commented: “In these times where offers proliferate, companies must stand out in their customer service, betting on the most advanced Conversational AI. This way, users will have an optimal shopping and return experience, which will promote customer loyalty and increase sales. Innovation in key departments such as customer service is essential for business success.”
About Enreach
Enreach is a leader in the European market for all-in-one business communications. The technology group drives business success by connecting teams through powerful collaboration tools and offering the best customer service software. With its platform, companies can connect and serve their customers from anywhere, integrating all business tools into a single workspace and powered by the most advanced AI.