Online Shopping with AI: How Online Retailers Provide Top-notch Customer Service With a Smart Customer Service Software

The competition among online retailers is enormous. In addition to giants like Amazon and others, more and more small and medium-sized players are entering the market, eager to convince. Online commerce grows by around 44 percent per year – compared to just 5.7 percent annual growth for brick-and-mortar retail*. Those who do not offer their customers a top-notch buying experience on the internet have no chance in the contested market!

The Germans are using AI in many different areas. The most used AI-Tool is the one to get text suggestions for messages. In E-Commerce over one third of the surveyed answered that they have used or will use AI for purchase recommendation.

Source: Statista

Round about 39 percent of the german companies are already using AI in their customer service department in 2020. Only the IT department is using AI more often to improve their tasks and projects what proves the importance of AI in companies.

Source: Statista

But please, in person:

When a customer shops online, the only interaction with the brand usually occurs through the online experience. Other products are always just a click away – even on competitor sites. An intelligent and tailored customer service software can help you pick up your (potential) customers with the first mouse click into your online shop. Proactively accompany your customers during the shopping process! Did you know, for example, that every third search query in e-commerce is aimed at finding information?**

AI-driven chatbots can significantly improve customer service in online retail. They can answer frequently asked questions, provide product recommendations, and even support the ordering process. These automated systems not only offer a quick response time but are also available 24/7 to fulfill customer needs. Or they enable easy contact with customer service that answers all questions individually and quickly.

Convince with speed & competence

Are you familiar with inappropriate standard answers to customer inquiries? We’re not! Thanks to intelligent text recognition, our AI-based software always suggests the appropriate answer to your service agents, which they can promptly send to customers. Or let the AI send the responses fully automated – it couldn’t be easier. A smart customer service software will help you to achieve your goals when it comes to high service quality. Regardless of how high your ticket volume is or how fast your business is growing. Especially when the customer has a complaint, a timely and fitting response is crucial for the ongoing customer relationship.

Which channel would you prefer?

The modern customer not only visits your online shop but also perceives your brand through other channels, such as social media.

One of the most prominent developments is the introduction of “Shoppable Posts” on platforms like Instagram and Facebook. Companies can now directly tag and link products in their posts. This allows users to buy items directly through the platform. This seamless integration of product information and purchase options significantly shortens the path from discovering a product to completing the purchase. A special group has emerged on social media channels that has a significant influence on your customers’ purchasing decisions: Social Media Influencers. They have built a unique relationship with their followers. Companies leverage this trust base by commissioning influencers to promote their products. Affiliate links and special discount codes enable direct purchases through the social media platform. This personal recommendation creates a connection between the consumer and the product that goes far beyond traditional advertising. Producing promotional videos and releasing them later is a thing of the past. Live video streaming, combined with shopping features, opens up a new dimension of shopping through social media. Retailers can present products in real-time, answer viewer questions, and enable immediate purchases. This form of live shopping creates an interactive and entertaining shopping experience that emulates the charm of traditional shopping trips. Prospective buyers do not rely solely on individual influencers. Social media platforms allow users to organize themselves into various interest groups and communities. Within these groups, experiences are shared, and recommendations are exchanged. This creates a kind of shopping community where members learn from each other and can discover and buy their favorite products directly through the platform.

Offer your customers the opportunity to contact you on these channels as well. This way, they can reach your service team according to their individual preferences. An AI-based customer service software consolidates all incoming inquiries across channels on a clear user interface. Your employees are always informed about where and what communication has already taken place with the customer.

International customers = international service:

Nowhere do you encounter an international clientele as easily as in online commerce. Multilingual customer service can be a real competitive advantage there. Whether in billing, the chat window, or the shipping confirmation – you personalize your customer service in the native language of your customers. And that is possible in over 70 languages with the right customer service software!

Artificial Intelligence is reshaping the customer service landscape, providing businesses with powerful tools to enhance efficiency, personalize interactions, and improve overall customer satisfaction. As technology continues to advance, the integration of AI in customer service will become increasingly vital for companies seeking to stay competitive in a rapidly evolving market. Embracing AI is not just a technological upgrade; it is a strategic move towards creating a customer-centric approach that sets businesses apart in today’s digital age.

Sematell has many years of experience in e-commerce and supports the customer communication of numerous e-commerce retailers with ReplyOne. See for yourself and have a look at our case study on our customer Spreadgroup.

  • *Searchmetrics Guide SEO Competition Analysis
  • **Searchmetrics E-Commerce Market Analysis Germany 2021