Winning with CEP in retail industry

Winning with CEP in retail industry

The Ultimate Customer Engagement Platform (CEP) in Retail

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:

  • increased choice, information and convenience lead to increase competition,
  • to provide consistent and contextual service across every channel and interaction,
  • to find technology that enhance the relationship between online and offline activity,
  • information needs to be accessible everywhere,
  • the need for speed. Consumers want rapid responses and resolution,
  • with multiple sources of product information when shopping, including in-store displays, retailer websites, online review sites, online marketplaces and social media, question is how to provide best online experience to keep online shoppers from abandoning my website.

Facts

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.

Key advantage

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.

Success

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.

 

COCOS CUSTOMER Engagement Platform enables enterprises:

Optimal Customer Experience

How

Route contacts to the best resource available, with the right skills – based on your business rules – regardless of location or channel they use:

  • contact centers,
  • retail outlets,
  • on-line shops,
  • personal shoppers.
WITH : SKILLED BASED ROUTING, WORKFORCE OPTIMIZATION

Provide customer 24/7 personalized, accurate and fast support

WITH : SELF SERVICE, INTERACTIVE WAITING QUEUES

Engage with customers and prospects in real time via their preferred channel of communication.

WITH : MULTICHANNEL SOLUTION

Result: Increase Customer Loyalty

Proactive Communication

How

Proactively identify, monitor and capture the highest-value customers, their interest in additional products and services and

  • execute upsell, cross sell,
  • proactive sales support.
WITH : KNOWLEDGE BASE, CHAT, CO-BROWSING

Use chat, co-browse, email, mobile apps, click-to call,… to increase on-line completion rates for:

  • on-line sales,
  • mobile sales,
  • stock inquiries,
  • returns.
WITH : MULTICHANNEL SUPPORT

Notify customers via different channels for:

  • value based customers,
  • delivery times,
  • shipping progress,
  • personal shopper appointments,
  • etc.
WITH : CAMPAIGN MANAGER, PROACTIVE OUTBOUND MANAGER

Result: Increase Revenue

Proactive Engagement

How

Implement targeted campaigns, based on customer segmentation, budget, communication channels we want to use within one campaign and monitor customer responses.

WITH : CAMPAIGN MANAGER

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.

WITH : PROACTIVE OUTBOUND MANAGER, SELF SERVICE, AUTOMATED SERVICES

Provide automation and self-service.

WITH : AUTOMATIC CONTACT ROUTING, VOICE, WEB SELF SERVICES, WORK FLOW MANAGEMENT

Increase first contact resolution rates, shorten training times an increase agent capacity.

WITH : SKILLED BASED ROUTING, WORKFORCE OPTIMIZATION, KNOWLEDGE BASE

Result: Reduce Cost

Greater Efficiency

How

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:

  • customer SLAs,
  • business priorities,
  • efficiency targets.
WITH : SKILLED BASED ROUTING, WORKFORCE OPTIMIZATION

Increase productivity with:

  • Click to Call,
  • Predictive dialling,
  • automated and pre-scheduled outbound campaigns through different channels, etc.

 

WITH : INTERACTIVE WAITING QUEUES, CAMPAIGN MANAGER, PROACTIVE OUTBOUND MANAGER

Result: Increase Productivity


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