LivePerson, a global leader in Conversational AI, announced its solutions for automating curbside customer experiences as they become a permanent fixture of the COVID era and beyond.
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Consumers are embracing curbside pickup to get the goods and services they need while social distancing. According to McKinsey, these new preferences will persist in the post-coronavirus world: “To meet rising customer demand for contactless fulfillment options, retailers should introduce curbside pickup and continuously improve execution.”
Not all curbside experiences are created equal. Current implementations — plagued by long wait times, sporadic availability of associates, and unclear instructions — have been accepted by customers due to the extraordinary nature of the pandemic, but as curbside becomes the new normal, expectations will heighten, and brands that provide superior experiences will win.
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To implement sustainable, differentiating curbside experiences, brands can take advantage of LivePerson’s unique Conversational AI solutions to connect with customers on their favorite messaging channels, including SMS, WhatsApp, Apple Business Chat, Facebook Messenger, and more. These persistent connections are fronted by AI-powered bots, which greet customers, collect data like name and vehicle license number, and confirm orders so that associates can efficiently fulfill and deliver them to curbside customers.
Unlike phone or web-based solutions, messaging conversations persist throughout order fulfillment and live on in conversation threads, creating opportunities to further engage customers with automations for feedback surveys, follow-up offers, and customer service inquiries. Store associates can use LivePerson’s iOS and Android apps to participate in these conversations from phones or tablets.
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