Research: Humans & Machines in Harmony: Webchat CX in Retail

Sponsored by Bold360 by LogMeIn

The Rise Of Digital

The rise of the digital age has revolutionised the retail sector, enabling customers to be closer to the brands they love. The advent of new channels of engagement like live chat, AI-powered chatbots and social media messaging have created a springboard for companies; and in turn their employees, to develop stronger, more meaningful relationships with customers.

Australian Retail Insights 2019The latest CX research from Fifth Quadrant, sponsored by Bold360 explores how Australian customers are interacting with retail brands using channels powered by AI.

To get more information about Bold360 by LogMeIn and to better understand how chatbots and AI can better serve your customers, click here

 

 

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Key Take Aways

  • The customer experience of using AI to interact with retailers
  • Attitudes and preferences for using AI to interact with retailers
  • The moments of truth in the customer journey when human interactions are preferred to an AI powered agent
  • Case studies showcasing how leading retail brands are deploying AI to optimise customer experience

Here are a few key data points from the survey:

  • 41% of customers choose webchat because they can get a response faster than other channels
  • Despite webchat having a low first contact resolution rate, 41% still consider it to be the most effective vs. other channels
  • 88% of retail webchat users state that they would be likely to use it to contact a retailer again in the future

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