Talkdesk Retail Experience Cloud: Overview

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

A unified view of all customer interactions enables brands to meet customers where they are. Pre-configured retail workflows and scripts ensure that value is added to every conversation and that intelligent bots that are fluent in retail accelerate speed to resolution. 

All of this, paired with the breadth and depth of Talkdesk CX solutions, includes smart routing, next-best actions, workforce engagement, case management, customer feedback, sentiment, interaction analytics, real-time reporting, and more.

 

How does it work?

Talkdesk Retail Experience Cloud™ is the first AI-powered, out-of-the-box, customer service platform specifically made for retailers to drive brand loyalty and customer lifetime value across digital and physical channels. A unified view of all customer interactions enables brands to meet customers where they are. Pre-configured retail workflows and scripts ensure that value is added to every conversation. Intelligent bots that are fluent in retail accelerate speed to resolution. 

To create this experience, the Retail Experience Cloud is composed of:

  • Out-of-the-box integration with main retail systems, namely Shopify and BigCommerce. Additionally, the product can integrate with all systems through a Custom Gateway.
  • Retail Workspace that provides the agent with context about the customer, information regarding orders, and available products.
  • Pre-built workflows and templates designed to meet business rules and needs. This offers the possibility to use the digital and voice virtual agent for self-service interactions, allowing shoppers to solve their problems quickly and enhance the overall customer service experience.

 

Retail Workspace Main Capabilities

If Talkdesk Retail Experience Cloud is activated in your account, and an agent is utilizing Conversations to manage a call, following a customer search, here is the interface they will see:

  • Snapshot [1]: In this tab, agents can see from which queue the call was received, as well as some basic customer information, such as the phone number and email address.
  • Search Customer [2]: The agent can search within the contacts database and retrieve all the details associated with that customer. The search can be done by name, phone number, email, and so on.
  • Customer details [3]: When clicking on this option, additional information will be displayed on specific cards, namely:

  • Customer profile card [4]: the customer’s personal details including name, date of birth, address, and customer loyalty.
  • Most Recent Order card [5]: the most recent order along with information on price, date of purchase, tracking number, and order number, among others.
  • Activity card [6]: presents context from the previous interactions with the customer.

  • Orders [7]: Within the orders tab, the agent can view the entire shopping history of that customer. This includes order details such as the purchase date, total amount, shipping address, and status. Additionally, the agent can cancel the order or change the shipping address for a specific order.

  • Products Tab [8]: During the call with the customer, in this tab, the agent can search for products and view their characteristics, descriptions, prices, and available stock.

  • Store Directory [9]: The details regarding the stores associated with that brand, including location and opening hours, are present in the store directory tab. The agent can search for the location that makes more sense for the customer and share details with them.
  • Notes [10]: This option enables agents to select dispositions as well as to write any notes on the call or the customer that they consider relevant.

E-Commerce Platform Integrations

The Retail Experience Cloud seamlessly integrates with two major eCommerce platforms, namely Shopify and BigCommerce, out-of-the-box. In addition to these options, creating a custom integration is possible, enabling the product to interface with the native system used by the brand.

These integrations empower agents with real-time access to customer information directly from the eCommerce systems. This information encompasses customer details, all orders, and products associated with that store or brand.

Retail Personal Assistant

Retail Personal Assistants are conversational voice and chatbots powered by pre-trained retail AI. This customer self-service tool is driven by AI and can incorporate the store or brand knowledge base.

To streamline and automate common retail inquiries, the Retail Experience Cloud offers out-of-the-box retail workflows for the following capabilities:

  • Track the order (Status & Delivery Schedules)
  • Cancel an item or total order
  • Product questions
  • Store location details

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

 

All Articles ""
Please sign in to submit a request.