Given the dynamic retail scenario, customers of today expect more than merely a transactional relationship and are looking for personalized customer support. According to a survey conducted by Kapture CX, 43 per cent of retail stakeholders found personalised customer support to be the leading customer support concern. With customers valuing a tailored approach to their service experience, this demonstrates a drastic shift in consumer expectations, where personalization in customer support is no longer a luxury but a necessity for retailers.
Within the ever-evolving world of retail, delivering eminent customer experience has always been paramount. However, over the past few years, the long legacy of conventional customer experience has become bereft with complexities, failing to offer the utmost customer satisfaction. The survey shared insights on the foremost customer service issues in the retail sector. Targeting the demographic of retail enthusiasts, the survey invited customers to voice their opinions about the deficiencies of the retail sector’s customer support.
Commenting on the customer experience issues plaguing the retail sector, Sheshgiri Kamath – Co-Founder & CEO of Kapture CX, said, “It has always been our mission to help enterprises deliver an immaculate customer experience at every touch-point of the retail journey. With the change in customer preferences and a surge in poor customer service, we leverage the power of in-house generative AI to offer personalised, contextual, and intelligent support that caters to diverse customers.”
The survey results pointed towards a growing trend where consumers expect retailers to understand their individual needs and preferences, and to provide service accordingly.
Further, the survey also unveiled product quality as the second most significant issue at 30 per cent, which affects the end goal in customer experience. Additionally, delivery and shipping delays followed by return/refund processes were less of a concern with 11 per cent and 16 per cent of the respondents considering it respectively.