电子书：利用先进的数字解决方案应对零售挑战

Solve five key retailchallenges with advanced,digital solutions Profiting in a challenging retail environment Retailers today face unprecedented challenges as they operatein the digital world and navigate an ever-changing market.Consumers crave both easy e-commerce purchases, with 91%having bought at least one item online in the past year1, and thecomfortable, social experience of visiting a brick-and-mortar storeto see, try, and buy products. Their purchases are affected by With global e-commerce alone poised to climb from $6.3 trillion in2024 to $8 trillion in 20272, the opportunities are enormous forretailers who can solve these key challenges. Many leading brands In this e-Book, we’ll look at seven common retail challenges andhow they can be solved with digital solutions: 1. Reducing friction in the customer journey Global e-commerce is expectedto climb from $6.3 trillion in 2024to $8 trillion in 2027, according tothe TP Business Insights Lab. 2. Reducing shopping cart abandonment3. Avoiding the brand reputation damage of fake reviews4. Preventing fraudulent acts5. Improving operations and reducing costs Challenge 1 : Reducing friction in the customer journey These challenges can be solved with an all-encompassing digital strategy.With TP, retailers integrate the data analytics and AI that deliver predictiveanalytics, boost personalization, and reduce customer frustration. Live sellingthrough videos and online assistance helps customers easily choose thebest product for their needs. AI also frees salespeople, agents, and othercustomer-facing employees from low-value, repetitive tasks, enabling them The challenge of reducing friction in customer journeys is centralto retaining customers and building loyalty. When customers getstuck in their journey it can slow down or stop purchases, create Places where frustration occurs include: LACK OF PERSONALIZATIONOnline or in store, customers expect to be recognized and provided a single, seamless, and personalized experience. DIFFICULTY MAKING A BUYING DECISIONIt must be easy to compare products and understand the differences between them. CHECKOUTHigher-than-expected price in the cart, hidden fees or surcharges, slow checkout speed, and payment processingproblems can cause consumers to leave mid-purchase. POST-PURCHASECustomers want to know where their order is and when it will arrive, to easily find and understand the return policy, and have asimple return process. Customers expect to get help via their preferred channel,whether that’s a chatbot for quick answers or an agent providingemotional intelligence for complex situations. Challenge 2 : Reducing shopping cart abandonment A full 70% of online shoppers leave e-commerce sites with unpurchaseditems in their carts.3This creates both a significant revenue gap, and theopportunity to improve sales and expand the customer base.. Customers who leave without buying can be enticed back throughan automated follow-up with personalized offers on their preferredcommunications channel, such as an instant discount, free shipping,or an extra loyalty program. bonus. Even if they don’t complete TP uses the power of AI to help retailers understand when a customeris at risk of leaving before purchase, recognize them, and proactivelyengage with them. The same ability to identify the characteristics of customers likely tobuy can be used to find new consumers with similar characteristics,appropriately engage with them, and ultimately, grow revenues. Sentiment analysis, engagement metrics, and purchasing patternsidentify customers likely to leave. AI determines and automates theright proactive interventions, such as a pop-up chat with an emotionally Another opportunity to reduce shopping cart abandonment is offeringthe buy now, pay later BNPL) services that customers increasingly want.TP experts have a deep understanding of industry needs and best Challenge 3 : Avoiding the brand reputation damage of fake reviews As review sites and social media have proliferated, a growing number of onlinetrolls and other bad actors have come to target innocent businesses. Unlikea review from a legitimate customer with a valid complaint, which provides With TP, AI-assisted moderation automates the search to find and root out reviewsfrom cyberbullies. This solution looks for patterns in the language and reviewerbehavior and activity, including the frequency of unusual keywords, inconsistent A flood of fake 1-star reviews can drive away potential buyers, stop consumersfrom considering the retailer, and cause existing customers to question theirloyalty, even though they have had good experiences. With this in mind, accurate Challenge 4 : Preventing fraudulent acts Retail fraud grows every year. The risk for brands is that if they implement overlyrestrictive measures to prevent fraud, it can make it difficult for consumersto complete purchases, leading to a drop in revenues. Even customers who The good news is that m