There are various ways you can use your chatbot for omnichannel customer engagement. Discover the advantages and streamline your customer service for optimal results, increasing your conversions.

Chatbot use case #1: Asking for feedback

Instead of asking customers to fill out a satisfaction survey after every transaction, you can use a chatbot to collect feedback. Your chatbot can look through a customer’s interactions with your website and ask them to rate and review different products or services. If your customer gives something a lower rating, the chatbot retail app can follow up with a message asking for more information.

Retailer Sephora offers a live chat within its mobile and web app, but the store also joined the social network Kik, on which chatbots are used to connect with customers. With it, customers can take quizzes and talk to the bot to give product feedback.

Chatbot use case #2: Handling customer complaints

Some customer complaints will still have to be escalated to real people, but chatbots can deal with a lot of low-level client service issues or kick them up the chain if needed. An omnichannel chat that moves from the chatbot to customer service will help give context to escalations.

Customer service is one of the main chatbot retail use cases because this feature makes your service team available whenever the issue arises. Sephora also offers customers the option to resolve their issues through the app, or a customer can click a button to be connected to a live person in the same chat window.

Chatbot use case #3: Communicating personalized offers

Customers love personalization, and a chatbot helps you whittle down their options. In this chatbot retail use case, your customer would answer a series of questions or a quiz when they enter your site. Based on their answers, the bot would direct them to merchandise or a section of your website that fits their needs. American Eagle Outfitters uses a quiz to create personal recommendations for people interacting with the chatbot.

Chatbot use case #4: Helping users solve technical problems

One drawback to buying merchandise online is that you lose access to product demonstrations. In-store, a sales associate can answer customer questions and help them learn to use your products. When shopping online or through an app, some of the directions might be lost in translation, which is where chatbots come in. Your chatbot can start the tech support conversation or connect each customer with members of the support team who can help them with their tech. Peloton offers a chatbot retail platform that lets customers ask various questions about all of its products. For technical issues like how to connect different devices, the bot can escalate the call.

If you want to read more effective chatbot use cases you can check out my source:
https://blog.contactpigeon.com/chatbot-retail-use-cases/

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