--- title: "Customer service with no wait: Automation as a retail success factor" description: Whether it is a delivery status, cancellations or returns, customer service in retail is under pressure. The solution for overloaded hotlines and full mailboxes? Automation! url: https://www.novomind.com/en/blog/customer-service-automation-retail/ markdown_url: https://www.novomind.com/en/blog/customer-service-automation-retail.md type: post slug: kundenservice-ohne-warteschleife-automatisierung-als-erfolgsfaktor-im-retail author: marketing published: 2025-05-14T11:22:01Z modified: 2026-03-12T14:18:17Z language: en-US taxonomies: category: - AI - Blog - Customer Service word_count: 993 tokens: 1765 --- # Customer service with no wait: Automation as a retail success factor Whether it is a delivery status, cancellations or returns, customer service in retail is under pressure. The solution for overloaded hotlines and full mailboxes? Automation! Pressure on retail customer service A parcel arrives later than expected, a chat request goes unanswered – and the customer’s once positive impression changes. In 2025, seconds will often determine satisfaction and brand loyalty. Customers don’t want long queues or complicated forms – they want a solution. Preferably instantly and via the channel of their choice, be it chat, e-mail or phone. Those who offer this are setting the standard in retail customer service today. What’s more, staff shortages and rising costs are putting many customer service teams under pressure. Without efficient solutions, you can often expect overloaded hotlines, slow handling times and frustrated customers and agents. Companies need to act now to manage the balancing act between rising expectations and limited resources. Typical customer enquiries in retail – and how automation helps The majority of customer queries in the retail sector revolve around the same issues – delivery, cancellations and returns. Automation means faster responses, fewer support tickets and a better customer experience. 1. Delivery status Nobody likes to be left in the dark. Automatic e-mails, SMS, messages or chatbots inform customers about the current dispatch status in real time. An AI-supported assistant responds to individual enquiries – around the clock, with no waiting time. 2. Cancellation In the past, customers had to contact customer service to cancel an order. Today, automated self-service portals allow for immediate cancellation as long as the goods have not yet been shipped. This saves time for both parties. 3. Returns Returns are a challenge for many retailers. However, automated processes can simplify the procedure enormously. For example, an automated returns portal can instantly generate a shipping label, provide clear return instructions and ensure a fast refund. Automation makes these standard processes efficient and error-free, freeing up customer service to focus on more complex issues. Automation technology and tools For automation to really improve customer service, the right technology is needed. Three key components make the difference: Chatbots and AI-supported assistants Chatbots answer standard questions about delivery status, cancellations or returns around the clock – with no waiting time. With AI support, they even learn and can solve more complex issues or forward them to the right support employee. Self-service portals and automated workflows Whether it is an order history, a cancellation, or a return, self-service portals allow customers to do much of the work themselves. Automated workflows ensure that enquiries are dealt with immediately and processes are handled seamlessly. Integration with existing CRM and e-commerce systems For automation to work efficiently, all systems need to be connected. Intelligent integration with CRM and shop systems ensures that all customer data is available in real time for fast and personalised customer service. Intelligent call center software Telephone-based customer service can also be made more efficient with the right technology. With a modern call center software such as novomind iAGENT Call, incoming calls are automatically captured, qualified and routed to the most suitable agent using skill-based routing – resulting in shorter waiting times and higher first-call resolution rates. „Our aim was to speed up the processing of 20,000 customer enquiries per month, whilst maintaining the highest quality of 1st and 2nd level support. We achieved this with novomind iAGENT in just three months.“ Kim Weintz Customer Process and Services / Performance & Quality Manager, vertbaudet Deutschland GmbH Handle requests even more flexibly with AI agents and voicebots AI agents – digital assistants that take on tasks independently and interact intelligently with customers – are a real game changer in modern customer service. Things get particularly exciting when these agents can be activated via voicebots, as is the case with novomind iAGENT. This means, for example, that customers can check the delivery status not only via chat, but also conveniently by voice – for example via the telephone or smart devices. Different use cases can be set up and implemented with just a few clicks – from delivery status information to returns processing. Flexible AI-supported solutions expand existing automation strategies and ensure that customers are picked up exactly where they are – whether by text or voice. Challenges & best practices for retailers Automation can make customer service much more efficient, but it only works if you use it properly. Three factors play an important role in this: Automation without losing the personal touch Standard enquiries are easy to automate, but customers still want to feel well looked after. Friendly, natural language in chatbots and self-service portals that is well aligned with the rest of the company’s external communication helps to maintain a personal connection with the customer. Seamless handover to human employees Not every enquiry can be solved automatically. Well-tuned systems recognise when a case is too complex for a chatbot and route it directly to the right agent – along with all the information that the customer has already provided. In this way, companies avoid frustration and duplicate explanations. Customer satisfaction as a key metric Automation is not an end in itself – it must improve the customer experience. Key KPIs such as handling time, first contact resolution and customer feedback help to measure success and continually improve processes. When used wisely, automation in customer service not only saves time and money, but also ensures a faster and more satisfying customer experience. Conclusion: The customer service of the future in retail Automation is no longer a trend, it is a real competitive advantage. Companies that automate standard inquiries about the delivery status, cancellations and returns not only save time and money, but also provide a much better service experience to their customers. Those who act now will secure a decisive advantage: fast, smooth processes strengthen customer loyalty and increase efficiency. Talk directly to one of our experts if you want to put your business strategy to the test. Contact us Back to overview