Talkdesk Retail Experience Cloud is an AI-powered customer service platform, designed specifically for retailers to drive brand loyalty and maximize customer lifetime value. It delivers an out-of-the-box solution tailored 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.
Built on the robust capabilities of Talkdesk CX solutions, the platform offers out-of-the-box integrations and capabilities for workflows like WISMO, Order Changes & Updates, Cancellations, Find a Location/Service and/or Specialist.
Key components:
- Retail Workspace: a centralized interface that provides several degrees of information, including customer details, available products, orders, and service directories.
- E-commerce Platform Integrations: Out-of-the-box integrations with leading retail platforms, namely Shopify and BigCommerce. The product allows retailers to integrate into diverse and disparate IT system landscapes.
- Retail Autopilot: designed to meet retail-specific business rules and needs. These include digital and voice virtual agents for self-service interactions, allowing shoppers to help themselves to quick & effective solutions, enhancing the overall customer service experience.
1. Retail Workspace
The Retail Workspace is a centralized interface designed to equip agents with real-time customer context, order details, product availability, and service directories. It integrates with eCommerce platforms and service directories, streamlines workflows, reduces response times and enhances customer interactions.
Key benefits:
- Boosts agent efficiency by consolidating essential information in one interface.
- Reduces response time with real-time access to customer and order data.
- Improves customer satisfaction by enabling faster issue resolution.
For more information, please refer to this article.
2. E-Commerce Platform Integrations
The Retail Experience Cloud integrates with Shopify and BigCommerce, out-of-the-box. In addition to these options, with the option for custom integrations to connect with a brand’s native system.
These integrations provide agents with real-time access to customer details, orders, and product information directly from eCommerce platforms.
Key benefits:
- Streamlines access to order history and product catalogs without switching between multiple systems.
- Reduces manual data entry by automating information retrieval.
- Ensures real-time order tracking and inventory visibility for a better agent and customer experience.
For more information, please refer to this article.
3. Retail Autopilots
Retail Personal Assistants are AI-powered voice and chatbots designed for customer self-service, leveraging pre-trained retail AI and the brand’s knowledge base.
The Retail Experience Cloud streamlines common retail inquiries with out-of-the-box workflows for various capabilities.
Key benefits:
- Reduces agent workload by automating common inquiries.
- Enables instant self-service for order-related questions.
- Provides a consistent and scalable experience across voice and digital channels.
For more information, please refer to this article.