How SOREL’s Chatbot Leverages AI to Communicate with Customers
Excellent customer service is essential in today’s competitive digital marketing market. One digital technique for accomplishing this is to have a chatbot available on the website to assist clients in real time and enhance their overall experience. In this post, we will talk about how SOREL, a footwear company, uses a chatbot to improve customer service.
What is a chatbot?
A live chatbot is an artificial intelligence-driven piece of software that is capable of maintaining a conversation in real time with customers.
From simple question answering to complex transaction processing, these chatbots can do everything because of the power of natural language processing (NLP). Live chatbots allow companies to provide service 24/7, reducing response time and improving customer satisfaction.
How is SOREL using a chatbot?
SOREL has integrated a live chatbot onto its website, enabling customers to receive assistance efficiently and quickly. The chatbot can respond to a variety of questions, including function, style, and shipping. If the chatbot is unable to resolve the customer’s issue, it can transfer them to a human customer service agent.
A primary advantage of SOREL’s live chatbot is that consumers can receive assistance whenever they require it, regardless of business hours. This is important for an e-commerce platform, as customers may shop at any time of day or night.
How effective is the chatbot that SOREL is using?
Overall, SOREL’s use of a live chatbot has been beneficial in achieving the brand’s marketing goals. By offering customized recommendations and round-the-clock customer service, SOREL is able to enhance the customer experience and increase sales.
By 2023, Juniper Research predicts that the use of chatbots in retail will save businesses over $11 billion annually. This cost reduction is primarily related to the fact that chatbots can manage a high volume of customer requests simultaneously, which decreases the need for human customer service representatives.
In addition, chatbots can increase consumer satisfaction and loyalty by responding quickly and effectively to inquiries. According to an article posted on TIDIO, 62% of consumers would rather use a chatbot than wait for human agents to respond to their inquiries.
The adoption of chatbots is growing…
Based on current trends and data, chatbots will continue to be widely used in the retail industry for the next few years. As more companies see the value of using new technology for customer service, chatbots are likely to become more common.
Based on the report from Business Insider, the worldwide chatbot market will have grown to $9.4 billion in 2024, from an estimated $2.6 billion in 2019. The rising popularity of chatbots in service industries like retail, healthcare, and finance is partly responsible for this rapid expansion.
In addition, 80 percent of internet users have interacted with chatbots at least once a year, according to statistics published by Userlike. This indicates that consumers are becoming more comfortable with chatbots and perceive them as a convenient and efficient customer service option.
