A tool to help retailers manage communications via email, voice, messaging, chat and other channels is being offered by Talkdesk.
The new solution, Talkdesk Flexible Shopping, uses automation and AI to equip brands with cloud-based contact center tools to streamline curbside pickup, buy online-pickup in store (BOPIS) and appointment shopping communications.
“Consumers have adopted new ways of interacting with brands they love, and they now expect retailers to meet them where they are in order to provide a frictionless experience,” said Charanya Kannan, chief product officer, Talkdesk.
Kannan adds that Flexible Shopping enables retailers “to deliver on these expectations, so they can drive loyalty and long-term customer value.”
Many retail firms are burdened by old systems and channel silos that fail to deliver frictionless experiences., the company says. For instance, Talkdesk Research found in a survey that 62% of CX professionals have legacy contact center technology limits that keep them from improving the customer experience.
At the same time, 58% of customers say their expectations of customer service are higher than they were a year ago.
“Creating great customer experiences has always been critical for brands and retailers, but the events of the past year have considerably upped the stakes,” Kannan observes.