Guest Column |
Guest Column | By Valentyn Kropov, VP of client success, SoftServe
As customer expectations shift ever closer to instant gratification, retailers must optimize more quickly than ever. While there is much to be said for automation within existing networks, systems, and applications, one of the most overhyped, underutilized automation efforts is robotics.
With Visual IVR, Michaels customers can choose to quickly navigate a visual-based menu optimized for smartphones, and then simply select options by touch versus listening to a list of options and interacting via voice. The result is a much faster, frictionless, and satisfying support experience that gives customers exactly the information they want—using the channel and device that they prefer.
The high fraud risks associated with digital gift cards have many merchants worried, despite the fact that overall gift card sales are projected to reach $180 billion in 2018, with a 200 percent increase for digital gift cards, specifically.
