With an ever-changing landscape of hot new retail technology trends, it's hard for retailers to figure out where to focus their strategy and budgets. First it was beacons, now it's chatbots and virtual assistants (VA), who knows what's next?
GPShopper's recent report "Reality of Retail Tech" revealed that only 21 percent of consumers felt that virtual assistants like Amazon Echo and Google home will improve their shopping experience while a mere 9 percent of consumers think that chatbots will positively impact their shopping overall. In fact, more than half of consumers, a whopping 59%, don't even want to use chatbots while shopping. So, should fashion retailers even consider implementing them and if so, what's the best way to do it?
In fashion, excellent customer service is essential and there is a way to incorporate chatbots to deliver on customer service, if it's done right. Chatbots allow retailers to scale their ability to communicate in real-time with customers, assisting with sizing, shipping status, product suggestions, store hours and in some cases even answering complex questions without the customer ever knowing they were helped by artificial intelligence.