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From “just browsing” to “take my money” How frictionless CX closes deals

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From “just browsing” to “take my money”

How frictionless CX closes deals

(Time to read: 3 mins)

“Just browsing” doesn’t have to mean “not interested.” In fact, most modern buyers spend a lot of time in the consideration phase — gathering info, reading reviews, comparing options. The brands that win them over are the ones that remove friction, provide value up-front and personalize the journey.

By using CX to reduce barriers and boost engagement, you can turn hesitant prospects into confident customers. But what does that look like? Let’s dive in.

How to: Make your CX so smooth you don’t need the sales pitch

How to:

Make your CX so smooth you don’t need the sales pitch

1. Map your omnichannel experience and remove disconnects

Today’s buyers move fluidly between channels…starting on a mobile site, chatting with support, clicking an ad and finally purchasing via desktop. If these channels aren’t integrated, it creates confusion and frustration. Conduct a journey mapping exercise to identify where handoffs are happening and where experience breaks occur. For example: Are conversations lost when someone switches from chat to phone? Are abandoned carts followed up with email reminders? A truly omnichannel CX strategy ensures continuity across every touchpoint, which builds trust and helps close the sale faster.

2. Use AI tools to provide real-time personalization and product suggestions

Personalization doesn’t just make people feel good, it drives buying decisions. AI tools can analyze browsing behavior, purchase history and engagement patterns to offer smart recommendations in real time. Think: a chatbot that suggests accessories based on what a customer is viewing, or a dynamic landing page that shows tailored content. This kind of personalization meets customers exactly where they are in their journey and nudges them toward action. It also cuts through decision fatigue, helping customers find what they want faster.

3. Proactively engage prospects with helpful nudges and follow-ups

Waiting for a customer to ask for help is a missed opportunity. Proactive engagement — like a well-timed email, a live chat pop-up offering assistance or a personalized reminder about an abandoned cart — can significantly boost conversion. These nudges work best when they feel helpful, not pushy. Use automation and AI to trigger them based on behavior (e.g., time spent on a page, scroll depth, exit intent). And always make it easy for the customer to act by including clear CTAs and seamless next steps.

Spotlight: Award-winning chatbot for a fashion retailer

Spotlight:

Award-winning chatbot for a fashion retailer

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Challenge

A prominent fashion retailer sought to enhance customer engagement by providing personalized, round-the-clock support across multiple digital channels.

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Solution

Foundever collaborated with the retailer to launch a digital agent capable of delivering personalized shopping advice, order tracking and product exchange automation. This solution utilized automated image analysis and integrated seamlessly with Salesforce for efficient order management.

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Results