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Online Retailer Very Reveals Chatbots Preferred Choice for Customer Engagement
Britain’s online retailer Very (also known as Very.co.uk) announced this week the company’s online chatbot has become the leading choice for customer service engagement. According to reports, Very’s chatbot answers roughly 268,000 on a monthly basis, growing rapidly since launching in September of 2020.
Very has been increasingly focused on creating self-service functionality for customers, as AI and automation continue to soar in popularity across the retail space. The company has officially stated that since implementing the chatbot and other self service features, inbound customer service inquiries have dropped by 23%.
“Our customers love the convenience of the chatbot. It’s always accessible, helpful for a wide range of service queries, and means many of our customers don’t need to contact us.” said Mark Billingham, Customer Care Director at The Very Group. “With more customer service questions being answered by our chatbot, our advisors are focusing on dealing with the more complex queries over the phone. This has helped us as we’ve seen customer numbers grow over the last 12 months.”
Very’s chatbot can assist in a number of routine customer tasks, such as order tracking, changing shipping details, and payment reminders. The self service features on the site benefit both customers and employees, as customers can resolve matters at their own pace, and Very agents can focus their attention on matters that require human intervention.
Billingham adds, “Because the chatbot is powered by artificial intelligence, it learns and becomes more effective every time it interacts with our customers. It’s one of the ways we’re investing to improve the digital experience for our 4.5 million customers.”
Edited by Maurice Nagle