Retail News CRM

Tag: Self Service

  • Zara to launch CleverFlex self-service pick-up kiosk

    Zara to launch CleverFlex self-service pick-up kiosk

    Spanish fast-fashion retailer Zara has installed a self-service kiosk at one of its stores to provide a flexible shopping experience for online customers.

    Springwise.com reports that when a package arrives to the kiosk, the customer receives a notification and can go to the location to pick up their item at their convenience. The CleverFlex kiosk, provided by Estonia-headquartered technology company Cleveron, has the capacity to store up to 4000 parcels – double the number of the Walmart’s pickup towers.

    The CleverFlex has a sleek white exterior and a modular design that allows retailers to customise its height and width according to their aesthetic preferences, and even being able to hide it behind a wall. The kiosks have been created to further streamline the customer online shopping experience, with the CleverFlex retrieving the correct parcel for a shopper in a matter of seconds.

    The creation of the CleverFlex kiosk “is another step in simplifying the connection between a retailer’s online entity and physical stores,” observes Springwise.

    “CleverFlex also has some some self-learning capabilities as it can remember parcel traffic peak times and predict user activity based on past data to optimise its workflow.”

    Self-service kiosks are increasingly popular across many industries, with deliveries that go directly to a smart locker streamlining the pick up process for the apartment residents and a pay-as-you-go pantry placed within an office both popular examples.

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  • AIS introduces self-service at contact centers

    AIS introduces self-service at contact centers

    Thailand’s AIS has upgraded its customer contact center system in a bid to provide a consistent, enhanced and personalized customer experience for its growing subscriber base.

    The new system now routes up to 70% of all customer calls to a self-service system.

    The self-service capacity allows subscribers to gain access to services such as activating their SIM card, subscribing to roaming services or selecting rewards, without dealing with long queues.

    Leveraging Avaya’s Self-Service solution, AIS’ Advanced Contact Centers (ACC) have streamlined customer care and enhanced personalized live agent support at its contact centers located in Bangkok and Korat.

    The centers currently employ 3,300 customer service employees, serving 40 million subscribers nationwide.

    Smartphone users in Thailand are expected to reach 20 million in 2016 and this is expected to soar further with the introduction of 4G commercial services this year. Demand for more sophisticated, seamless and highly reliable broadband connectivity from business is also expected to escalate as Thailand’s digital economy accelerates.

    ACC saw the digital transformation of its contact center as a critical enabler in the new economy. The new self service system will ensure a consistent customer experience for AIS’s 11 million calls it receives through its contact centers every month.

    In the past, each customer call routed to a live agent can cost between 50 to 100 baht ($1.42 to $2.84), depending on the competency level of the agent. In contrast, the new system means that each call costs only 1 baht for ACC.

    The new system also provides capabilities for ACC to identify and categorize AIS’s customer calls and the services they require before matching them with the right agents trained to help specific service requests or customer types.