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Release Notes | Talkdesk Retail Experience Cloud
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Talkdesk Retail Experience Cloud is an AI-powered, out-of-the-box, customer service platform specifically designed for retailers to drive brand loyalty and customer lifetime value
across digital and physical channels. 

 

August 15, 2024 - Talkdesk Retail Experience Cloud

On Thursday, August 15th, 2024, we will release the following in the Retail Experience Cloud:

 

Enhancement: 

  • Enhanced Location Directory Notes Management: Administrators can now control access to the notes on locations. This update allows for more efficient management and customization of location notes. 

Key features of this release:

    • Manage Notes: Administrators can create, update, and delete location directory notes from the admin interface.
    • Customizable Permissions: It is possible for Admins to set specific permissions for agents, including view-only access, editing, deleting, and/or restricting access to the notes.

 

June 19, 2024 - Talkdesk Retail Experience Cloud

 

On Wednesday, June 19th, 2024, we will release the following in the Retail Experience Cloud: 

 

New:

  • Location Type Designation: Now, you can add specific designations to locations: stores, warehouses, urgent care, pickup points, and more. This feature is designed to provide more detailed information and improve operational efficiency for all users. Agents can easily view detailed location types, allowing, as well, autopilot to search locations based on their type, enabling accurate location identification. 

To know more, please consult our documentation.

 

June 14, 2024 - Talkdesk Retail Experience Cloud

 

On Friday, June 14th, 2024, we will release the following for Retail Autopilot Solution in the Retail Experience Cloud: 

 

New:

  • Find a Location Autopilot: This feature is designed to enhance customer autonomy and streamline the process of store locating reducing agent intervention, allowing the agents to be focused on more complex issues. Key functionalities include:
    • Search by Location Details: Customers can search for store locations using details such as the store name, address, zip code, city, or state.
    • Get Store Information: Customers can access comprehensive information about a specific store location, including its address, contact details, opening hours, and available services.
    • Get Directions: Customers can receive an SMS with directions from a store, making it easier to navigate to our locations.
  • Cancel Product Autopilot: This capability allows customers to cancel a product from their order. Key functionalities include:
    • View Order Details: Customers can see all the products within their order, ensuring they have a clear purchase overview.
    • Select Product to Cancel: Customers can choose the specific product they wish to cancel from their order, streamlining the cancellation process and enhancing user experience.

 

May 8, 2024 - Talkdesk Retail Experience Cloud

On 8th May 2024, we will release the Live Cart View Only Access for the Retail Experience Cloud.

 

New: 

  • Real-time access to the shopping carts: Now, your agents can view the customers’ carts content, providing personalized support and, promptly, addressing questions.

This enhanced efficiency streamlines the support process and fosters more effective interactions, ultimately improving the overall customer experience. Additionally, by leveraging insights from customers' carts, agents can identify strategic opportunities for upselling or cross-selling, driving revenue growth and maximizing the value of each interaction.

Note: This is only available for Custom Integrations. 

 

April 22, 2024 - Talkdesk Retail Experience Cloud

On Monday, April 22nd, 2024, we will release Talkdesk Retail Experience Cloud. 

Talkdesk Retail Experience Cloud is an AI-powered end-to-end solution to manage interactions across channels and support a better customer experience. It is an integrated, cloud-native customer service platform that delivers unified, effortless, and personalized experiences, bridging the gap between online and offline. 

Talkdesk Retail Experience Cloud empowers customers and employees to gain a unified view of voice and digital conversations, boosting growth, profitability, and unmatched customer retention.

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What’s Included

This release includes the following main features: 

  • Pre-trained Retail bots: Automated flows such as “track the order (status and delivery schedules)”, “product questions” or “cancel an item or total order” guarantee that the most updated information is served to the customer. With this feature,  users can look for a product using the search engine and also get product recommendations and safe transactions, enhancing the user experience.
  • Pre-built Retail workflows: Pre-built scripts and flows enable agents to ask the right questions and process order changes without leaving the Workspace. The tight integrations with commerce systems present the agent with immediate information on past orders and customer requests.
  • Out-of-the-Box Integrations: The Retail Experience Cloud effortlessly integrates with the two primary eCommerce platforms, Shopify and BigCommerce, right from the start. Beyond these, users have the flexibility to develop a tailored integration, allowing the product to connect seamlessly with the brand's native system.
  • 360º Degree Customer View: Agents can search for a customer and load the customer’s profile and information on the Retail Workspace. Through this feature, agents have an in-depth order view, visibility over the transaction history, the shopping cart, and detailed order tracking information. 


How to Access / Install

Talkdesk Retail Experience Cloud can be accessed through Conversations (Workspace) and Virtual Agent (Retail bots). 

For more information, please check our Talkdesk Retail Experience Cloud documentation.

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