Unlocking Value with CX Agents  

People don’t want to feel like another sale number. They expect brands to anticipate their intent when they shop online. Companies that use CX strategies will easily have a competitive advantage in the market. In today’s market, the customer is spoiled for choice. It’s no longer about buying items or services—but rather experiences.  

Stats on why customer experience (CX) is key:

• Highly engaged employees are 87% less likely to leave their jobs, directly impacting the quality of service and customer satisfaction. (Morgan 2017)
  
  

• Companies fully invested in CX recorded 307% growth, compared to 90% for those that adopt CX in a slow manner. (Forester 2021) 
  
  

• Brands that see the good results of CX do not mind charging upto 16% higher premiums than their competitors—and customers are willing to pay. (Harvard Business Review 2014)
  
  

These statistics show that customer experience (CX) is not just a must-have for businesses but a huge competitive advantage. 

Who is a CX agent?

A customer experience agent (CX agent) is responsible for managing and improving customer interactions. 

Why are CX agents important?

Customer experience (CX) has a direct influence on customer retention, brand loyalty, and sales generation to a business. Customers who feel good about their shopping experience with a brand are likely to refer to others or make repeat purchases in the future. 

Read more: What is the first thing the customer wants?

Difference between a UX agent and a CX agent  

UX Agent 

A UX agent, at times referred to as a designer, helps optimize how users will interact with a product or service. They mainly focus on making a digital interface or product usable, accessible, and satisfactory. 

CX Agent 

A CX agent looks at the bigger picture from every interaction with a customer brand. This is from the initial marketing contact to purchase, support, and beyond. Their target is to maintain positive and consistent experiences at every touchpoint, whether it's a website, customer service call, in-store visit, or after-sales communication. 

Differences UX Agent and CX Agent in table

Read more: Transform Your Business with a Customer Focus Strategy

5 Top skills for CX agents

1. Emotional intelligence

The best CX agents put themselves in their customer's shoes to understand where they are coming from. This is described as empathy. The best CX agents display a high amount of emotional intelligence when dealing with customers who may be irritable or temperamental at times. 

2. Communication skills

The best CX agents are naturally good communicators. They first listen carefully to customer concerns, note down the major points, and then communicate in a clean, clear, and concise way. Customer experience skills help to reduce misunderstandings while enhancing customer satisfaction. 

3. Technical know-how

Technology in the form of automation software plays a key role in customer service—with CX agents relying on AI chatbots, customer relationship management software (CRM), and other tools to operate smoothly. CX agents today must know how to operate multiple digital tools that might be integrated into their platforms. 

4. Problem solvers

When customers reach out to CX agents, it’s often at short notice and they expect answers fast. Any slow or indecisive response will immediately be regarded as a poor customer experience and result in a lost sale. CX agents must use a lot of critical thinking to find creative ways of resolving complex issues. 

5. Remain adaptable

With the explosion in cutting-edge tools powered by AI, only the CX agents who remain adaptable and open to learning will have an edge. Adaptability is simply remaining curious and ever-learning, or trying out new approaches that help deliver high-quality and consistent service to customers. 

Read more: Customer Service Philosophy: Building a Foundation for Success

Best software for CX Agent in ecommerce 

The right software for CX agents captures every aspect of the customer shopping journey, from inducing engagement, handling customer queries, facilitating product discovery, and order tracking. Lookfor is a virtual shopping assistant helping Shopify merchants increase their sales revenue through seamless end-to-end support. 

Lookfor

Lookfor is an AI-driven support and sales agent transforming how Shopify merchants scale their customer support without compromising on quality. It gives customers instant yet personalized support while instructively guiding them throughout the entire sales process. Integrating Lookfor into a brand’s customer support strategy reduces wait times, provides 24/7 assistance, and enhances the overall customer experience (CX).

Read more: Top Gorgias Alternatives for Shopify in 2025 (With AI-Powered Options)

Benefits of lookfor and applications in CX

1. 24/7 availability 

AI agents deliver continuous and round-the-clock support, ensuring customers get assistance without the need for intervention from human staff outside. 

Example: A CX agent will utilize a 24/7 tool like Lookfor to respond to customer inquiries. Complex inquiries incapable of being handled by the virtual agent are rerouted to a human CX agent. 

2. Performance insights 

AI agents reduce the need for large human support teams, lowering operational costs while handling high volumes of inquiries.

Example: E-commerce merchants can analyze the distribution of chat interactions with actionable insights, such as: 33% of queries relate to customer support issues (e.g., order tracking or returns), 45% reflect customers seeking product recommendations (indicating high purchase intent), and 22% cover other topics. Merchants can then target these clients with their marketing platforms to improve their conversion rates.

3. Real-time order tracking

CX agents can utilize shopping assistant tools to help manage thousands of orders happening at the same time. Lookfor allows the support team to keep tabs on multiple client orders from a chat panel with a friendly user interface. They can join the chat conversation and offer assistance on a certain order. 

Example: A customer asks about the status of their order after seeing a delayed delivery notification. The CX agent retrieves real-time tracking information from the shipping provider. He can then live chat with the buyer with the updated delivery date and offer proactive solutions like a discount for future purchases, improving trust.

4. Personalized Customer Interactions

Using data analytics and machine learning, virtual agents deliver tailored recommendations and responses based on customer behavior and preferences.

Example: A customer browsing a clothing store’s website asks about sizing. A CX agent will analyze a shopper’s purchase history using a tool like lookfor, then suggest products that match their style or size—increasing the likelihood of a purchase.

5. Faster Response Times

Unlike human agents who endure fatigue, virtual agents are simply unstoppable. Shoppers get a response instantly. The speed of service and concurrent support to multiple people means no waiting lines. This significantly improves the customer experience across the shopping journey. 

Example: A customer asks about a product’s return policy via live chat. Using a tool like Lookfor, the CX agent immediately shares the policy details and initiates a return process, enhancing efficiency.

Final thoughts

Every interaction people have with a brand shapes how they feel about it—whether they are shopping on the go while having coffee, or at the workplace. Brand experts know it's much more than having a product and service, but how streamlined, personal, and memorable the experience delivered is. Customer experience is key to customer retention and maximizing lifetime order value. 

Are you looking for a suitable tool for your CX agents to deliver experiences that will increase sales for your business? Try Lookfor today and elevate your brand’s CX.