With new Scurri AI Concierge solution, 82% of WISMO queries on retailer social channels can be resolved automatically via AI – reducing operational costs and improving customer experiences
24/7/365 automated customer support reduces operational costs, providing ‘always on’ support across international markets for shoppers while customer support agents can focus on higher value or more complex enquiries
Scurri AI Concierge, the latest solution from next-generation delivery management and post-purchase experience software provider, Scurri, further enhances the critical post-purchase customer experience by seamlessly integrating artificial intelligence (AI) into a brand’s existing technology stack to resolve ecommerce retailers most common post-purchase queries.
Scurri AI Concierge reduces business costs and enhances customer experience – ultimately leading to increased conversions – by addressing three key areas of post-purchase experience management: Automating social channel ‘Where is my order’ (WISMO) resolution; streamlining FAQs with trained responses; and embedding marketing campaigns within post-purchase customer communications integrating seamlessly with social channels, global carrier data and other customer service platforms to provide accurate, timely responses.
Rory O’Connor, founder and CEO of Scurri commented: “At Scurri, we’ve leveraged our significant expertise within retail delivery management and post-purchase experience technology to develop Scurri AI Concierge – the first iteration of our AI-powered post-purchase solutions. This offering is designed to support retailers in two critical areas – enhancing customer experience while reducing the cost to businesses by harnessing the power of automation to help quickly resolve customer critical but resource intensive functions.”
The launch of Scurri AI Concierge comes at a time when consumer demands for post-purchase experiences are growing, with 90% of consumers seeing continuous post-purchase updates as a non-negotiable part of the purchasing journey, WISMO enquiries are now the number one question online retailers are asked by shoppers.
With Scurri AI Concierge, 82% of social channel WISMO queries can be resolved automatically via AI. Its virtual assistant enables brands to resolve queries 24/7/365 – creating an ‘always-on’ customer engagement channel for brands operating across multiple territories and time zones. By integrating into customer service platforms and utilising carrier data, Scurri’s digital assistant can answer WISMO queries across all social channels, including Facebook Messenger and WhatsApp, to resolve low value, high volume queries.
This allows customer service agents to focus on higher value activities during both business-as-usual and peak shopping periods – making busy shopping times more manageable and removing the pressure on customer support teams to scale to meet demand. This not only serves to provide shoppers with more immediate query resolution during Peak Trading, but, because the solution delivers speed and operational effectiveness in query-solving for the retailer, the burden of post-peak enquiry backlogs for customer service teams is also greatly reduced.
Ecommerce retailers can also utilise Scurri AI Concierge to answer unlimited customer FAQs using trained AI responses, which are adapted to fit a brand’s tone of voice and delivered via the customers channel of choice. This delivers an instantaneous resolution to a range of queries from commonly asked questions through to product usage guides and instructions.
Scurri AI Concierge also allows brands to unlock further sales opportunities with embedded marketing campaigns delivered in post-purchase communications. By targeting existing customers during a time of peak engagement, brands can increase revenue and brand loyalty by offering access to flash sales, trending products and product promotions while effortlessly monitoring engagement and conversion.
AI Concierge is the latest post-purchase solution from Scurri and follows the 2023 launch of Scurri Track Plus, which enables the creation of high-customisable, own-branded tracking communications designed to reduce WISMO queries and protect brand, customer acquisition and retention.
“At Scurri, we’re excited to share our first set of AI-powered solutions. While the possible use cases for AI in retail are vast, and can seem overwhelming, we know in Scurri AI Concierge retailers and brands will find an easy-to-use solution that addresses key post-purchase pain points – ultimately improving the customer experience and in turn boosting loyalty and delivering revenue growth,’ commented O’Connor.
