Smart Chatbots and Personalisation: How to Enhance Customer Experience This Black Friday
Ahead of the annually anticipated date, Sabio Group highlights the potential of AI-powered chatbots as a key tool for quick and personalised customer service.
With Black Friday approaching (Friday, November 29), online sales will surge again among UK retailers.
Sabio, a specialist in digital transformation services for Customer Experience (CX), emphasises the strategic role of Artificial Intelligence (AI) in optimising brand-customer interactions during the upcoming shopping days.
For the annually anticipated date, AI-powered chatbots will stand out, enabling organisations to respond immediately to customer needs.
According to Jon Brooks, a UK Commercial Director at Sabio, "these tools allow companies to manage automated tasks — like order tracking, returns, and frequent inquiries — letting human agents focus on more complex interactions.”
Chatbots and Personalisation
Chatbots are also proving to be valuable allies in personalising real-time customer experience, offering recommendations and promotions based on previous purchases, which increases user loyalty to the brand. “They also collect data on customer interactions and preferences, providing invaluable information for companies to adjust their marketing and stock strategies during Black Friday,” adds Jon.
Despite technology's value in terms of speed and efficiency, it's essential to balance the latest technological capabilities with traditional human channels, especially during customer journey phases that may present difficulties. “Consumers continue to highly value direct contact with agents, particularly for complex solutions or more personalised attention. Therefore, brands must build an approach combining technology and personalisation, where interaction can transition to a human agent if needed. This ensures a genuine and lasting connection with users.”
Tips for Integrating Chatbots in CX Strategy
To help businesses boost their customer service strategy, here are some practical guidelines for integrating chatbots in any Black Friday strategy:
Define channel strategy: Use chatbots for routine tasks like order tracking, FAQs, or real-time personalised promotions. Human agents should handle more complex queries requiring analysis, such as complaints or incidents.
Maintain consistency across channels: In an omnichannel approach, all channels (chatbots, social media, phone, email, etc.) must reflect the same customer information to provide coherent and personalised responses.
Train chatbots for personalisation: Ensure chatbots provide recommendations based on purchase history and customer preferences, using natural language similar to the human team. This will result in a better, closer, and more successful user experience.
Analyse and collect data: Leverage chatbot interactions to obtain key information about shopper trends, product preferences, and peak demand times. This data will help adjust marketing and customer service strategies in real time.
To summarise, retailers' omnichannel strategy for this upcoming Black Friday should aim for high flexibility. Jon said: “A well-executed omnichannel strategy increases conversion possibilities. By seamlessly integrating these channels, companies can generate authentic engagement adapted to customer needs on each platform, strengthening user relationships during this crucial retail period.”
For more information, contact Sabio today.
