Amazon Connect Customer for Retail
Instant help and exceptional customer service on every channel, with your team & AI agents
Personalized customer care for Retail with Amazon Connect
Retail companies are seeking AI-powered customer experience (CX) to meet the expectations of modern shoppers. Amazon Connect is a complete customer AI solution, where human and AI agents combine for scalable, personalized customer interactions across all channels, including chat, text, and calls. Amazon Connect agents handle routine customer requests while your team focuses on complex issues. Gain deep analytics with real-time intelligence and complete customer context.
Optimize Retail CX Solutions
Customers have natural conversations with AI agents that already know their history and preferences via their preferred channel. Instead of just providing information, AI agents can take action, handling customer inquiries from returns to account updates. This means issues are resolved quickly, without transferring customers between systems.
Customer Profiles goes beyond unifying purchase history and communication touchpoints by automatically identifying opportunities that enhance customer experiences - from recommending relevant products to anticipating future needs. Deliver curated interactions across the customer journey to build brand loyalty.
Thanks to self-service options, AI agents, and greater insights for human agents pre-, during, and post-connection, Amazon Connect can be scaled up or down. Overcome the customer service challenges of peak seasons. Use capacity planning and forecasting to identify volumes and plan for surges.
Amazon Connect Agent Workspace offers a drag-and-drop workflow designer you can use to create, personalize, and automate end-to-end customer and agent experiences across channels. Create order tracking, returns, inventory, and other workflows, including payments bound by PCI-DSS. Create workflows with native integration with AWS and third-party systems (such as CRMs or analytics).
Tailored Features for Retail CX
AI-powered self-service
Create sophisticated self-service experiences in a single application, while customizable AI virtual assistants across voice and digital channels can handle ambiguous and complex support requests in 30+ languages.
Agent workspace
From one application, your AI and human agents can view detailed customer information, work on tasks, view workforce schedules, leverage AI-powered agent assist, and track and manage customer issues that require multiple interactions.
Intelligent email
Receive and respond to emails sent by customers to business addresses or submitted via web forms on your website or mobile app. Set up auto-responses, find marketing opportunities, prioritize emails, create or update cases, and route emails to the best available agent when agent assistance is required.
Automated evaluations
Perform automated agent performance evaluations on 100% of customer interactions analyzed by Amazon Connect conversational analytics. Holistically identify agent coaching opportunities, reduce non-compliance risk, and save time evaluating agent performance. Go from good customer service to great customer service.
Learn How Retail Brands Are Using Amazon Connect
Morrisons
Morrisons, one of the UK’s largest grocery store chains, migrated its CX solution to Amazon Connect, enabling it to deliver a new retail customer experience and become operationally self-sufficient. With Amazon Connect, Morrisons delivered now has the operational autonomy to better serve its 11 million weekly customers.
Orbit Irrigation
Orbit Irrigation is a manufacturer and retailer of home and commercial irrigation systems, outdoor timers, garden hoses, and gardening tools. Orbit used the out-of-the-box Amazon Connect agent workspace with case management to deliver omnichannel self-service and agent productivity capabilities. With agent workflow management, Orbit has reduced average handle time (AHT) by 15% and agents are handling 2x more contacts per hour.
Arbonne
Arbonne is a global leader in the beauty and wellness sales industry, streamlined operations by implementing Amazon Connect, consolidating four legacy systems into a single unified customer service solution in just 90 days. Connect has resulted in a 25% reduction in spend, while delivering instant call insights and reducing after-contact work through automated summaries generated within seconds after each call.
Retail Industry Use Cases
Omnichannel customer experience
Existing and new customers gain a unified experience across multiple channels, from chat to phone to email and SMS. With a unified agent workspace, each customer’s history and preferences are instantly available, saving time and effort for customers and agents. Everyday interactions become personalized opportunities to increase customer retention and lifetime value.
Agent productivity and empowerment
Within the agent workspace, agents have access to generative AI and step-by-step guides to gain the right insights and answers faster, prioritize and route issues efficiently, and have a simple, accessible task queue to work through.
Analytics, insights, and optimization
Assess every customer, every agent, every shift, and every site. Track goals for customer service operational performance, customer satisfaction, and contact resolution. View aggregated performance metrics and drill down into customer interactions to more easily identify coaching needs and areas for AI agent improvement.
Unified customer data
Use data enrichment and segmentation to drive personalization within your customer profiles. Through AI-powered data matching and enrichment, create a single source of truth that enables both human and AI agents to deliver personalized, contextual service experiences to assist customers.
Flexible Costs for Retail Customer
Amazon Connect is a pay-as-you-go customer solution, with pricing based on usage instead of seats or capacity peaks. Amazon Connect pricing is per unit (minute, day, task, message) depending on your service selection. Browse plans to choose your Amazon Connect pricing model, including unlimited AI and various communication channels. Change in the future as your needs shift.
