Increased online shopping meant retailers had more trouble looming: an uptick in returns. In November alone, Black Friday and Cyber Monday catapulted e-commerce sales to over $100 billion. In the U.S., online shopping for the 2020 holidays grew 32.2 percent from 2019, reaching $188.2 billion, according to Adobe Analytics. Furthermore, an e-commerce-fueled holiday season saw teams flooded with a massive number of requests. Orders got delayed and call centers became backed up. Supply chains were thrown into chaos and, simultaneously, many online services couldn’t handle the additional volumes effectively. While customer support teams navigated their workplaces being turned upside down, they also faced a surge of customer requests. For customer service, it meant the overnight shuttering of many in-person call centers, which drove companies to invest in new technologies to provide additional support and allow workers to adapt to work-from-home setups. Customer Support Teams Felt the Immediate Effects of COVID-19Įvery sector has felt the pandemic’s impacts. Here’s a look at how we got here and why retailers should embrace the benefits of next-gen chatbots. According to, the global chatbot market size is expected to grow from $2.9 billion in 2020 to over $10.5 billion by 2026. The momentum for such chatbot solutions and services is only expected to rise. This has accelerated the adoption of customer service chatbots, especially in the retail and e-commerce space. When online, people want user-friendly, self-service options to solve issues, gather information, process returns, schedule services, and more. With more consumers relying on virtual resources for everyday things, their expectations of the businesses they frequent have changed. The pandemic has reshaped the way people work, study, shop - and that’s just scratching the surface.
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