Today we sit down with Ray Nolan, CEO of eDesk, to discuss omnichannel retailing with a focus on the hidden sales opportunity, particularly pre-sales, that your helpdesk should be generating.
With recent news including New Look discovering that 71% of customers are omnichannel, but 31% of their top customers use multiple email addresses, it’s tough to identify the true value of your customers. Plus as Ray points out there are ever more channels to be present on, with Shopify extending their marketplace strategy with Mirakl a profit centre even the smallest of retailers should be exploring.
The good news is that technology is developing fast and Ray highlights how consumer acceptance of AI and Chatbots is growing, especially with cross border transactions, but always he says with the back up of a real human being when needed.
In this video you will find:
- 00:00 Introducing Ray Nolan, CEO eDesk
- 00:20 Challenges of Omnichannel customer service
- 05:00 Everyone’s a marketplace now – even Shopify!
- 08:45 Why marketplace connectivity is key for customer service helpdesk solutions
- 10:30 How combining AI, chatbots, & knowledge base can outsell humans
- 12:53 How your helpdesk can generate sales
- 16:40 Consumer acceptance of chatbots & automation…. but with fall back to a human
- 20:30 TikTok, Temu & SHEIN growth… plus Mirakl/Shopify
