No industry has experienced as much change in recent years as the retail industry. Organizational, operational and technology challenges are hampering retailers' efforts to meet customers' demand for a seamless shopping experience across all channels and touch points.
The Industry challenges:
Forrester survey found that 71% of the shoppers expect to view in-store inventory online, and 50% expect to buy online and pick up their purchase in a physical store. Another research found that 61% shoppers would switch retailer because of unacceptable online experience.
To be able to build today’s retail “store” around customers, not commodities. Be able to effectively utilize customer insight to drive the customer experience.
The key to execution is to get the right knowledge to the right people in order to serve the right customer, consistently across the entire retail brand.
Route contacts to the best resource available, with the right skills – based on your business rules – regardless of location or channel they use:
Provide customer 24/7 personalized, accurate and fast support
Engage with customers and prospects in real time via their preferred channel of communication.
Proactively identify, monitor and capture the highest-value customers, their interest in additional products and services and
Use chat, co-browse, email, mobile apps, click-to call,… to increase on-line completion rates for:
Notify customers via different channels for:
Implement targeted campaigns, based on customer segmentation, budget, communication channels we want to use within one campaign and monitor customer responses.
Reduce web site abandonment by helping your visitors complete forms, understand payment or shipping options and answer any last-minute questions to ensure shopping cart conversion.
Provide automation and self-service.
Increase first contact resolution rates, shorten training times an increase agent capacity.
Plan, train and assess employees to achieve both operational efficiency and effectiveness.
Calculate staffing, aggregate multi-system work, prioritize, distribute to the best resource to meet:
Increase productivity with: