next Black Friday it’s just around the corner –Friday 29 November– and, with it, online sales will increase again among Spanish businesses. Wise underlines the strategic role that Artificial Intelligence (AI) will play in optimizing interactions between brands and users for the next shopping days.
In this sense, faced with the new 2024 campaign, chatbots powered by this type of technology will emerge enabling organizations to respond immediately to the needs of their customers. In the words of the Sabio Group, “These types of tools allow companies to handle tasks in an automated way – such as order tracking, returns and FAQs – while freeing up human agents to focus on more complex interactions”.
Chatbots and personalization
Furthermore, chatbots are presented as a excellent ally for working on personalizing the customer experience in real time offering recommendations and promotions based on previous purchases, which increase user loyalty and loyalty to the brand. “Likewise, they also collect data on customer interactions and preferences, valuable information for companies to adapt their marketing and stock strategies during Black Friday.””, add the Sabio experts.
Despite the value that technology brings in terms of speed and efficiency, it is It is essential to find an appropriate balance between the capabilities provided by the latest technologies with traditional human channels. especially in the phases of the customer journey where some difficulties may arise. “Consumers continue to place a high value on direct contact with the agent, more specifically when it comes to complex solutions or more personalized attention. Therefore, brands need to build an approach that combines technology and personalization, where the interaction can be transferred to a human agent if the situation requires it. Thus, an authentic and lasting bond with your users will be more than guaranteed” they add.
Tips for integrating chatbots into your CX strategy
To help facilities enhance their customer service strategy, the group specializing in digital transformation services in CX presents the following Practical guidelines for integrating chatbots into your Black Friday 2024 strategies:
- Define the strategy for each channel. In this section, we recommend using chatbots for more routine tasks such as order tracking, answers to frequently asked questions or personalized promotions in real time. For their part, human agents will be able to handle more complex queries that require preventive analysis, such as complaints or incidents.
- Maintain consistency between the channels used. When working with an omnichannel approach, all channels (chatbot, social networks, phone, email, etc.) must reflect the same information about each customer, which is essential to offer consistent and personalized responses.
- Train chatbots pursuing personalization. For experts, it is essential to ensure that chatbots provide recommendations based on the customer’s purchase history and preferences, as well as use natural language that resembles that of the human team. This will have an impact on achieving a better, closer and more successful user experience.
- Analyze and collect data. It’s about leveraging the interactions managed by the chatbot to gain key insights into shopper trends, their product preferences and moments of greatest demand. Data that will help adapt marketing and customer service strategies in real time.
In short, and in view of the next shopping days, the Sabio Group underlines this The goal of companies’ omnichannel strategy during this Black Friday must be to achieve a high level of flexibility. “A well-executed omnichannel strategy increases the chances of conversion. By integrating these channels seamlessly, businesses can generate authentic engagement tailored to customer needs on each platform, strengthening their relationship with their users during this crucial period for commerce.“, they conclude.
You might be interested
What role do chatbots play in personalizing the shopping experience for consumers on Black Friday?
Interview Between Time.news Editor and AI Expert on the Role of AI in Black Friday Sales
Time.news Editor (TNE): Welcome, everyone! Today, we’re diving into the upcoming Black Friday sales, especially how artificial intelligence is revolutionizing customer service. Joining us is Dr. Elena Martinez, an AI expert at Sabio Group. Elena, thank you for being here!
Dr. Elena Martinez (EM): Thank you for having me! I’m excited to discuss the impact of AI on this busy shopping season.
TNE: Let’s get right into it. Black Friday is on November 29, and we know online sales will spike. How do you see AI, particularly chatbots, enhancing the shopping experience for consumers this year?
EM: Absolutely! Chatbots are set to play a crucial role. They can provide immediate responses to customer queries about order tracking, returns, and FAQs. Essentially, they automate routine tasks, enabling human agents to focus on more complex interactions, which is vital during the high-pressure Black Friday period.
TNE: That’s fascinating! But with so much interaction happening via chatbots, how do they contribute to personalizing the customer experience?
EM: Great question! Chatbots excel at collecting data on user interactions and preferences. This allows them to offer personalized recommendations and promotions based on previous purchases. Such tailored interactions not only enhance loyalty but also provide brands with insights that can help them optimize their marketing and stock strategies leading up to Black Friday.
TNE: It sounds like chatbots can significantly enhance customer retention. However, there’s always a discussion about finding the right balance between technology and human interaction. How important is that balance during the shopping experience?
EM: It’s critical. While chatbots provide speed and efficiency, consumers often value direct human contact when navigating complex queries or seeking personalized attention. Brands should strategize to combine both—leveraging AI for routine tasks while ensuring a seamless transition to human agents for more complicated concerns. This dual approach enriches the customer journey and builds lasting relationships.
TNE: Excellent point! As we approach Black Friday, could you share some practical tips for integrating chatbots into a customer experience strategy effectively?
EM: Of course! Here are a few key guidelines:
- Define the strategy for each channel: Use chatbots for routine inquiries like order tracking and FAQs while reserving human agents for complex issues requiring deeper analysis.
- Maintain consistency across channels: Ensure that customers receive a cohesive experience, whether they’re interacting with a bot or a human. Transparency about who they’re communicating with is crucial.
- Monitor and adapt: Continuously analyze chatbot interactions and customer feedback to refine the system and improve service quality.
TNE: Those tips are invaluable! As we gear up for what promises to be a dynamic Black Friday, how can businesses ensure they’re adequately prepared for the expected increase in online sales?
EM: Preparation is key. Businesses should:
- Enhance their AI capabilities to handle increased traffic efficiently.
- Ensure their chatbots are properly trained to deal with common customer queries and issues.
- Develop a fallback system for human agents to step in when needed, ensuring no customer feels neglected.
TNE: Great advice! Before we wrap up, what do you think the future holds for AI in retail beyond Black Friday?
EM: The future is bright. As AI continues to evolve, we’ll see more sophisticated applications for personalized marketing, predictive analytics, and improved customer service. This technological integration will not only enhance shopping experiences but will likely reshape how businesses engage with their customers in the years to come.
TNE: Thank you, Dr. Martinez, for your insights! As we get closer to Black Friday, it’s clear that AI will be a game-changer for both businesses and consumers.
EM: Thank you for having me! I’m looking forward to seeing how AI unfolds during this shopping season.
TNE: And thank you to our audience for joining us today! Stay tuned for more insights as we approach the holiday shopping season.
