Navigating the Chinese New Year Shopping Rush: Streamline CX with Automation and AI

The Chinese New Year holiday season is approaching, and for e-commerce retailers, this marks a surge in customers seeking assistance from your support team. How can you efficiently handle the influx of inquiries while ensuring prompt and personalized support during this busy time of the year?

Instead of contemplating the need to hire additional support representatives, consider leveraging the synergy of humans, automation, and AI to proactively and automatically address customer queries. Here are our recommendations for delivering exceptional support seamlessly to your online shoppers.

Recognizing the impracticality of expecting your support team to work round the clock during the Chinese New Year holiday rush, embrace AI chatbots to fill this gap. Deploying an AI chatbot, such as AiChat, can instantly and accurately resolve customer issues, offering support 24/7.

Ensure the AI chatbot integrates with your existing support content to achieve up to 70% query resolution, providing safer and more precise answers compared to other AI chatbots.

Repeatedly addressing the same questions can overwhelm your team during the Chinese New Year season. Implement a chatbot to swiftly resolve frequently asked questions related to shipping, delivery times, and Chinese New Year promotions. Analyze data from previous years to identify common queries and automate responses to alleviate the burden on your team.

Consider utilizing AiChat’s Hybrid Generative AI feature to tailor responses to specific customer queries, ensuring a personalized and efficient resolution process. This approach not only accelerates issue resolution but also enhances customer satisfaction and fosters brand loyalty.

Avoid frustrating customers by failing to set expectations or fulfill promises. AI chatbots can reduce wait times for simpler queries, and by proactively communicating response times during peak periods, you build trust with your customers. Customize AiChat’s chatbot to convey your team’s availability and expected response times to holiday shoppers.

During the Chinese New Year Shopping rush, some issues demand a human touch. Ensure your AI chatbot can intelligently route complex queries to the appropriate support team for a swift and empathetic response. AiChat allows you to collect relevant data about the customer’s query and route conversations efficiently, providing your team with context to address issues effectively.

Utilize AiChat’s Conversations Inbox to access contextual data about customers, enabling your team to resolve issues faster and with a personal touch. The Inbox also aids in suggesting relevant answers from the knowledge base.

Go beyond resolving common questions by proactively addressing issues before they become problems. Utilize banners, pop-up messages, or AI chatbots to disseminate information on your website or product regarding the top 10 CNY holiday-related queries. Transparent communication helps customers make informed choices and manages their expectations.

Curious how e-Commerce chatbot can take your business to the next level? Read our previous article here.

Modern customers prefer self-service experiences. Leverage AI-powered chatbots, like AiChat, to provide a seamless self-service experience. Highlight related FAQs in the replies allow customers to easily access information without searching. The chatbot’s language detection feature ensures customers receive answers in their preferred language, enhancing global customer service.

Combat the high cart abandonment rates during the Chinese New Year shopping season by triggering automated messages on the checkout page. Proactively answer customer queries related to shipping times, returns policy, or other concerns to encourage them to complete their purchase without the need to contact your support team.

To showcase the impact of your team’s efforts during the Chinese New Year Shopping rush, track and report metrics such as automated resolution rate, first contact resolution, and time to resolution. Ultimately, by embracing cutting-edge support tools, you can provide outstanding support to your customers, ensuring they choose your business repeatedly.