In the current highly competitive and cost-conscious retail environment, the customer’s journey should not conclude at the point of purchase, be it online or in a physical store. Rather, retailers ought to maintain a continuous engagement with their customers, fostering loyalty and long-term relationships. In this era of digital connectivity, the importance of ongoing customer engagement has escalated, given that customers now have multiple platforms like online reviews and social media to express their views and concerns publicly. Consequently, it is imperative for retailers to implement a solid customer service plan to guarantee a satisfying customer experience at all interaction points.
- Beyond delivering top-notch service by swiftly resolving customer issues and complaints, here are several crucial elements to cultivate long-term relationships with customers: Customer Loyalty Programs
- Personalized offers and recommendations
- Engaging using Conversational Chatbot/AI
- Engaging over social media platforms
Coforge has launched a Gen AI-based autonomous self-service solution to enhance customer experience – “Coforge Orion”. Orion is a sophisticated and enterprise grade AI platform built for bi-directional human-like conversations to support sales, marketing and customer service. Additionally, Coforge has partnered with Microsoft to offer Co-Pilot solutions to build custom Conversational Chatbot and Data & Analytics solutions for loyalty management.
