Three ways retail workers can rely on Smart Automation during peak shopping seasons

May 23, 2023

2 minutes, 52 seconds

Peak shopping periods can be a stressful time in retail. Workers experience several highs and lows depending on variables such as time of year, special promotions, and even times of the day. Because exceptional customer service is more important than ever, 98% of retailers plan to invest in their customer experience this year. But it’s not how much they invest. It’s what they invest in and how it can fix existing pain points.

Omnichannel and the CX

Retailers have been obsessed with omnichannel for the past few years and the ability to cater to customers shopping in-store and online. With the proliferation of personalized services across industries, customers expect to be able to have the same functionality and experience regardless of where they are shopping. Whether they begin browsing on a mobile device, purchasing on their desktop, and then picking up in-store, the shopping journey contains multiple touch points. 

Likewise, the retail journey not only refers to brand experience and product offerings but also to the number of checkout process steps and promotions. According to Vyze Research, 1 in 4 customers want to be able to use a credit card loyalty program equally across in-store, online, and mobile channels.

Nevertheless, making omnichannel possible across all these channels is impractical – and perhaps impossible – with only retail employees, especially during high shopping periods. It is pivotal that brands incorporate automation into their online and offline operations.

Do you want to learn more about modernizing your contact center and accelerating customer engagement with generative AI and automation? Schedule an AI and automation Customer Interaction Intent Study with IntelePeer now.  

Automation solutions during high shopping periods

As the retail space and customers continue to embrace omnichannel, the underlining trend is the necessity of automation. Case in point, 76% of consumers said they’d prefer retailers to use automation technology instead of relying on on-site staff. To meet this need, 91% of retailers use or plan to use back-end and customer support automation to decrease staff members’ hands-on time. Others will likely turn to Communications Automation Platform (CAP) to satisfy the needs of modern shoppers. (, 2023)

Powered by AI and automation, CAP continues to support industry growth delivering a more personalized and connected omnichannel buyer experience with robust contextual and integration capabilities. These features significantly optimize in-store and eCommerce purchase conversions while increasing customer satisfaction. With CAP, retailer workers can also set delivery or curbside pickup notifications, lowering cancelation rates and eliminating busy work. 

Additionally, CAP allows retailers to send personalized messages, customized offers, and contextual promotions via text, phone, or chat based on the shopper’s specific omnichannel engagement. Another automation feature is intelligent routing which directs calls to the best possible and most qualified contact center agent. Retailers can likewise leverage a best-in-class CAP to reduce costs, boost revenue, and streamline processes. 

Moreover, CAP is particularly invaluable during peak shopping periods, permitting retailers to support millions of customer interactions effortlessly and effectively. Plus, when brands interweave data and analytics effectively into the customer journey – something CAP can facilitate – employees can anticipate needs and services ahead of customers – saving valuable time and maximizing sales ROI.  

IntelePeer’s Smart Automation for retail workers

IntelePeer’s Communications Automation Platform for retail delivers a turnkey omnichannel experience with robust intelligence and integration capabilities. With our technology, you can significantly optimize in-store and eCommerce purchase conversions, customer satisfaction, and buyer loyalty.

IntelePeer delivers better buyer experiences with communications automation and integration. And by implementing IntelePeer’s Smart Automation technology, you can optimize purchase conversions via personalized communication. Contact us today to discover how we can help you with your retail needs.

Heather Hancock

Heather brings 15+ years of experience in automation and cloud communications to the IntelePeer team. With a background in telecom, Heather is a skilled product and solutions marketer with strong GTM, messaging, and vertical marketing experience. Heather spends her time walking her pit bull, Bella, singing in a pro karaoke league, and being a cool aunt to her 7 going on 17-year-old niece, Adeline.

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