Customer Experience and Retail in the Digital Age
These days we have witnessed some behavioural changes, as our life has changed dramatically. We have plunged into the Digital Era.
Those trends were already evident in the online vs offline adoption of purchasing behavior. However, there was an external factor interfering in the free growth of online purchasing preferences: the social experience of shopping, even window shopping, the giggles and “why not”, or “try it on” just for fun experience that was extremely enriching from a human perspective.
So, now, everything has moved to the online world, our only alternative in the current situation, without the possibility of any such social interaction at all. However, technology has even provided a sort of mimic of such social interaction just by sharing screen on a videocall with multiple attendees/friends.
Then, we really want a human-like interaction. There it comes the failure of most chatbots -complexity to perceive the intention-, and even of the majority of web sites or online shops: the customers need to know the characteristics of the products they want to buy, because all their choices are based on filters created by those who know well the products. Therefore, currently online shops are there to SELL, not for customers to BUY.
We at @Qaleon have been giving a thought to this -in our opinion- reverse mindset that should be put straight and we came with an interesting solution by bringing together the wishes of the customer and the appetite for human-like interaction, as if we were on a brick and mortar shop: bringing that experience to the online shop.