Retail and e-Commerce

Grow customer relationships with personal and proactive customer service

See how Replicant helps shoppers solve their most common issues.

Service digital-first shoppers

We are entering a new era of digital transformation – one that will be driven by the digital-consumer. The digital-consumer will expect a seamless shopping experience in-store and online with personal customer service. And, as more brick-and-mortar retail moves online, customer service must adopt to provide the same level of personalization and human-touch as experienced in-store. With Replicant, you can give your shoppers the support they need – from wherever they’re interacting with your brand – in the most personal way, using voice.

The Because Market

is introducing a new way to speak to shoppers

“We wanted our customer service to feel seamless and personal without the typical burdens of automated calls like customers repeating themselves, having to wait on hold, or getting stuck in IVR menus.”

—Connor Shepherd, Founding Partner, Because

The Replicant approach

for retail & e-Commerce

Provide every shopper with
personal and proactive service

Authenticate callers and know what they’re calling about to make every shopping experience more personal. Automatically detect satisfaction and send happy shoppers upsell offers and dissatisfied shoppers discounts via SMS to increase retention. Want to keep customers informed? Provide them with a brand ambassador to get store updates or the latest promotions based on their past purchase behaviors instantly. With Replicant, you can tailor call scripts and A/B test them to ensure that every conversation is consistent and on-brand.

Give shoppers accurate and fast responses

eCommerce is all about speed and efficiency. Your shoppers no longer have to wait in line or carry their bags from one store to the next – they simply search, click, and enjoy. Customer service should be the same – no hold times, immediate authentication, and quick resolutions. Give customers a number they can call to get resolutions anytime, anywhere and remove the burden from your agents by letting Replicant resolve tier-1 customer service issues 24/7.

Streamline shoppers most common service requests

Give shoppers faster resolutions to their most common service needs like delivery status updates, account updates, or return processing with interactive and intelligent voice-AI driven conversations. Make self-service easier by providing shoppers with downloadable return labels or their nearest fedex locations via SMS to reduce time to resolution while on the phone. With Replicant, customer service can be as easy as pressing a button.

Elastically scale customer service to meet shopper demand

With more of your shoppers moving on-line, it’s more important than ever to deliver consistent customer service experiences across every channel, 24/7. Replicant lets you efficiently scale capacity with automated self-service to grow as fast as your shoppers. Now, you can deliver one-to-one customer service without compromising on quality or increasing costs with operational overhead.

Metrics from Replicant customers

0%

reduction in average handle time

0%

reduction in hold time for higher customer satisfaction

0%

reduction in call escalations for common calls

0x

increase in call center capacity

Customer service for every retail
and e-Commerce use-case

Proactive and personalized service

Account and rewards updates

Return processing

Billing and collections updates

Order management

Cross-selling and
up-selling

Integrate with popular e-Commerce platforms

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