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Like FOMO (Fear of Missing Out), where people feel anxious about missing out on something important, the WISMO (Where is my order?) creates a similar sense of uncertainty and urgency for online shoppers. Both of these phenomena are driven by a desire to be informed and not to miss anything crucial.
While FOMO causes people to constantly check their social networks to stay in the know, WISMO leads buyers to repeatedly check the status of your orders to make sure everything is in order Six out of ten online shoppers check the status of their order every day, and 17% check it more than once a day. This comparison highlights the need for an efficient and accessible solution for retailers in managing these and other frequent queries, such as bots. GenAI.
Current Challenges in Managing Order Inquiries
The overload of inboxes or waiting lines in chats or calls with repetitive queries such as WISMO requests is a common scenario in the retail industry. In addition to these problems, retailers also face other challenges such as managing returns, customer feedback or payments. With a clutter of WISMO inquiries, as a result, agents have less time and resources to handle other more complex issues such as a duplicate payment or a complaint for faulty products.
These topics can reduce overall operational efficiency and lead to customer service staff exhaustion. Agents may feel overwhelmed and less motivated by these frequent inquiries, which can negatively affect their performance and quality of service. On the other hand, customers expect quick answers to their questions, especially when it comes to something as crucial (and in theory simple) as the status of their orders. Long response times can lead to a negative customer experience.
The importance of implementing Voicebots GenAI in retail
To mitigate these problems, it's essential that retailers consider implementing automated solutions such as voicebots and chatbots. Los virtual assistants they can autonomously handle repetitive queries, reducing the workload of human agents, improving response times and customer satisfaction.
Why? Voicebots offer 24/7 support. They provide order tracking information quickly and accurately. So those clients who suffer from chronic WISMO will have a solution on hand 24 hours a day, 7 days a week.
Also they allow the autonomous resolution of queries talking to customers as human agents in natural and close voices (in different languages and voices, even using regionalisms). Voicebots must use conversational language that resembles human speech. This involves avoiding robotic phrases and adopting a more fluid and friendly communication, all of which makes the interaction more personalized and understandable for the customer. This ability to adapt linguistically improves the customer experience and facilitates effective communication.
Since voicebots collect customer data, they can be implemented with robust security measures to protect sensitive information. Thus, voicebots reduce the time spent collecting and verifying data and accelerate processes by integrate with CRM or ERP systems while ensuring that they comply with relevant data privacy regulations.
Once an order has been identified, the voicebot can provide real-time informationabout the location of the order and also help cancel, return, or modify orders without bottlenecks in processing or the need to wait for a human agent.
In addition to answering questions, GenAI voicebots may be able to ask proactive suggestions based on the context of the conversation thanks to their constant learning and consultation of the knowledge base. For example, if a customer asks about the status of their order, the voicebot could provide additional information about possible delays or suggest return options if there are problems with delivery.
The key to a successful implementation of these voice assistants lies in creating intuitive and engaging user experiences. It is essential to design conversation flows that are natural, informative and anticipate inquiries of users.
If you're thinking of using one in your operation, make sure the voicebot understands a wide range of questions and phrases to provide a smooth user experience. If you have no idea where to start or have Questions about the implementation of bots, contact our team of experts in voicebots and generative Artificial Intelligence.
