Creating a Winning Balance Between Automation and Human Support in the Customer Service Experience

In this recent article published by Retail Customer Experience read how nearly 80% of American consumers say speed, convenience, knowledgeable help and friendly service are the most important elements of a positive customer experience. As growth in online shopping continues to accelerate, retailers need to focus on providing that fast, satisfying service experience digitally.

Whether it’s to confirm a package delivery, process a return, or place a new order, a convenient, frictionless digital experience is essential to converting website visitors to customers, retaining and expanding existing customer relationships, and delighting them all throughout the engagement.

As online retail grows, businesses can capture new customers by providing an online shopping experience that is comparable to or better than in-person shopping. Seamlessly blending live agent assistance and automation can help retailers maximize their resources, while delighting customers and building long-term relationships.

Priya Iyer is chairman and CEO at Vee24.