{"id":37596,"date":"2021-05-04T05:32:14","date_gmt":"2021-05-04T04:32:14","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=37596"},"modified":"2023-06-01T13:22:29","modified_gmt":"2023-06-01T12:22:29","slug":"a-guide-to-self-service-cx-in-retail","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/a-guide-to-self-service-cx-in-retail\/","title":{"rendered":"A Guide to Self-Service CX in Retail"},"content":{"rendered":"

Customer expectations in the retail industry were already changing even before the pandemic. Several surveys confirmed that empowerment is a highly valued characteristic of retail CX, with most customers preferring self-service.\u00a0<\/span>2 in 3<\/span><\/a>\u00a0US consumers want self-service when shopping, while nearly 50% of younger shoppers prefer self-checkout.\u00a0<\/span>Another survey<\/span><\/a>\u00a0found that sel<\/span>f-service was central to improving experiences during peak periods, like the holiday season. 66% of shoppers preferred self-service over interacting with a retail sales associate, with 53% choosing self-checkout<\/strong>.\u00a0<\/span>\u00a0<\/span><\/p>\n

And the pandemic took self-service CX to\u00a0<\/span>a whole new level. Not only did self-checkout emerge as the default normal when shopping in physical stores, but customers also flocked to online portals and knowledge centres to research, purchase, and maintain their products through self-service.\u00a0<\/span>\u00a0<\/span><\/p>\n

There<\/span>\u00a0are plenty of\u00a0<\/span>use cases\u00a0retailers should explore when implementing self-service \u2013 these include:\u00a0<\/span>\u00a0<\/span><\/p>\n