In 2020 many businesses pivoted to make quick changes for survival. There was a rush towards multiple contactless shopping mechanisms, online shopping. For retailers, in 2020 the focus was on survival rather than growth. Customers were not stepping out because of the fear and then-unknown nature of Corona. Everybody preferred shopping from the comforts of their home. Retailers who could...
“Don’t perform tasks in sequence, when they can be done in parallel.” I was talking to Manisha. She was planning for a company event. “I have the list of people to invite. I am collecting and verifying their contact information. As soon as I have all the addresses available, I will send out all emails using mail merge.” Manisha explained her...
The pandemic has forced businesses to quickly adopt new technologies. When forced to face the might of the pandemic, retailers started opting for off-the-shelf products like chatbots without recognizing its limitations. As AI and machine learning make significant leaps, retailers may have to pivot from the standardized chatbot setup they’ve integrated into the business to see a significant uptick in...
With peak shopping season looming close, abandoned carts continue to be a recurring nightmare. It became a millennial pastime during the pandemic in 2020 — with a 94.4% cart abandonment rate on average for the retailers. Had these abandoned carts converted into actual sales, what would the numbers look like for your business? Paralysis of the pandemic and user experience During the...
“This is completely unreasonable, I am expecting complete professional behaviour, I can’t work with such emotional xxxxx.” Sujit, one of the managers in my team was completely upset with an unnatural behaviour from one of his team members. Sharad on the other hand was really a good person, he had done a wonderful job in the past. His last mistake...
“Whenever I need to talk to you, you have never said no. When I send you a message, I always get a response back, almost any time of the day. How are you able to work such long hours? Can you give me some tips to improve productivity?” The conversation started in a very interesting way. I was having lunch...
“The need for empathy towards the buyer is huge. It’s a differentiator…” -Doug Brown, former CMO, IBM Systems“I am looking for a laptop computer, for my daughter.” A middle-aged customer called in using the support line.What would be your answer, when a customer calls a support number for buying? Would it be - “That is great, we have many available to buy online,...
Gone are the days of a text-heavy, static website or app. The digital transformation has seeped through all frontiers. But it does tend to leave an important part of our society and customer base behind. With businesses integrating more technology to help their customers, we have to create marketplaces that adapt to all users’ needs. Retail Shopping for Shoppers with...
Businesses have changed tack since the pandemic started. Agility is the name of the game, and retailers and their employees are under increased pressure to be online and available to address customer requests swiftly and with empathy. To alleviate this, several retailers have included chatbots within the fold of their online presence. But, Chatbots aren’t a “smart” choice for a...
It’s been a couple of years, the pandemic is around; disrupting the age-old and opening up new avenues for virtualization and digitalization of human lives. Businesses these days are seeking digitalization at scale; with the increasing need for automation and efficient workflows. About 60% of businesses have pursued a complete digital rehaul due to the pandemic. Retail, a highly scalable industry...
