Retailers want to stay engaged with their customers as they move seamlessly between digital channels and physical storefronts. By delivering personalized and consistent experiences across a range of retail touchpoints, companies can drive brand loyalty. Customers contact retailers’ customer support for reasons such as checking order status, updating shipping preferences, redeeming loyalty points, managing refunds, and finding a physical store. Product recommendations during these interactions are important towards optimizing operations and increasing conversions. Contextual and customized conversations help build relationships with customers and drive repeat business, reduce churn, and increase customer lifetime value.
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