By Melissa Thompson
There’s a new prediction on how Amazon’s acquisition of Whole Foods will change customer service.
Brick and mortar stores will start sporting the same customer service apps provide.
One company that has a particular expertise in this field is Helpshift which provides customer support services through apps. They claim that the brick and mortar stores who have an app often see customers interacting with the app instead of actual humans because they say the experience is better and the online help is more informative.
“We see Amazon’s acquisition of Whole Foods as part of a growing trend of digital and brick and mortar convergence,” said Abinash Tripathy, CEO of Helpshift. “From a customer service perspective we are excited about this development since we believe more and more stores will adopt the app philosophy of customer engagement. Similar to what Amazon is proposing with the Amazon Go stores, the shopping experience will be truly seamless.That means when you shop at your nearby store you won’t have to hunt down a customer service clerk to find something but rather your phone will tell you instead.”
What separated Abinash’s vision from others in the industry is he recognised while competitors were offering phone and e-mail mobile support, he knew the future was mobile messaging.
His company Helpshift now bridges the disconnect between conventional customer service channels like email and phone support and a growing consumer base that lives in a mobile-first world. This is such an important shift that this approach is being adopted by companies such as Viacom, Virgin Media, Microsoft, Western Union, Flipboard, and WordPress.
In other words, the next time you need to find a speciality item at the grocery store, you may turn to your phone before the courtesy clerk.
Melissa Thompson is the Founder of MediaTrainingForCEOs.com and writes business and lifehack articles for various publications across the web.
Featured Image Courtesy: Pixabay
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