iAdvize+生成式AI将如何在2023年及以后改善电子商务客户体验-17页.docx

HowGenerativeAIWillImprove

E-commerceCX

in2023andBeyond

RETAILDVE

MARKETINGDIVECustomcontentforiAdvizebystudioID

E-commerceretailersareataninflectionpoint.

Growthhasreturnedtopre-pandemiclevels—expertssuggest

onlinesalescouldrise12%thisyear1,2Thereturntohistorical

growthratesandincreasedcompetitionareforcinge-commercebrandstoinnovate.

Togainmarketshareandmaintaingrowth,e-commerceretailersmustadapttheirstrategiestomeetconsumerexpectationsby

creatinginstant,personalizedconnectionsthroughouttheonlinecustomerjourney.

Withthechallengeofcreatingnewrevenuestreamsand

decreasingcostsstillfrontandcenter,retailersmayfinditdifficulttodecidewheretofocustheireffortstoyieldresultsnow,while

simultaneouslysettingthestageforlong-termprofitability.

Theplacetostartisthee-commercecustomerjourney,and

theconversationsyou’rehavingwithyourcustomersateach

step.Whataspectsofthisjourneyofferthegreatestupside?

Manye-commerceretailerscanfindthatlow-hangingfruitintwoareas:improvingthequalityofyourcustomerconversationsanddecreasingcartabandonment.

2

Onlineshoppersoptforconvenience,yetthedatatellsusthatmost

peoplewhoshopthiswaydon’tcompletethesale.Bytargeting

customerconversationqualityandcartabandonment,e-commerce

retailerscanhelppotentialcustomersfollowthroughona

purchase.Theemergingtrendofconversationalcommerce,with

helpfromgenerativeAI,cantransformhowcompaniesinteractwith

theircustomersandredefinehowtheyshoponline.Conversational

commerceusesmessagingapps,chatbots,andvideochatto

facilitatecommunicationbetweenbusinessesandcustomersand

offersaconvenient,efficient,anduniqueshoppingexperience.

GenerativeAIcanincreaseconversionby10xandmakecustomer

serviceagents10xmoreproductive.

Withmultiplestrategiesthatincludeconversa