How to turn customers into fans with Voice and AI

How to turn customers into fans with Voice and AI 

Whether it’s the moment a customer steps through a shop door, or when they’re ready to checkout their online order, excellent communication is central to delivering successful end-to-end experiences in retail. Now that there’s expectations for more personalised and convenient services across all channels, companies must transform their customer engagement strategies if they want to boost satisfaction and loyalty. 

So, with 86% of customers saying they’re willing to pay more for a better customer experience, how can retailers optimise their voice solution for maximum gain? 

Make communication your business priority 

Through Twilio’s AI-powered voice solutions, retailers handling a variety of different requirements and audiences can ensure they’re delivering the ideal experience for turning customers into lifelong fans: 

• How M&S transformed their customer responsiveness

Wanting to maintain their reputation for delivering quality customer service, Marks & Spencer needed to modernise their shopping experience to keep pace with changing expectations and demand surges. 

By implementing Twilio Programmable Voice and Twilio Speech Recognition APIs, the retailer became more responsive to customer needs – even on their busiest days of the year – allowing teams to have more effective, efficient conversations with customers. These meaningful experiences being created in turn helped achieve better engagement. 

• How Instacart optimised their shopper experience

When customers expect fresh groceries delivered within an hour of ordering, it’s essential that the company’s communication services can keep up with this pace. This is the position Instacart were in when they integrated Twilio’s voice solutions. 

The solutions allowed Instacart’s teams to pull up their often time-crunched customer’s information automatically when they call, ensuring they have a seamless experience. What’s more, the company can maintain maximum customer and shopper privacy during these communications as order updates are sent using Twilio-obscured phone numbers. 

• How MercadoLibre evolved their communication channels

With more than 60 million buyers and sellers using their online marketplace, MercadoLibre.com ranks among the 50 most visited websites in the world. To maintain a high level of customer satisfaction, the company explored how they could expand their communication channels beyond email. In doing so, the company would be able to boost their access to customer information and track and measure all CRM activity. 

Through a seamless integration of Twilio Programmable Voice, MercadoLibre’s agents can now instantly respond to questions, facilitate transactions, or route calls to expert agents or sellers – making the sales experience easier and faster to elevate customer trust.

Supercharge your customer experience

For retailers wanting to turn their customers into lifelong fans, partnering with Twilio for their voice solution allows them to build loyalty and trust through better communication. 

To find out more about how Twilio can help you transform your customer engagement strategy, get in touch.