Retail & eCommerce
Flex, scale and adapt to the needs of your shoppers.
The surge in e-commerce is an opportunity to engage & interact with shoppers in new and exciting ways.
There’s been a revolution in retail with a dramatic shift to eCommerce models and digital CX channels.
Over a quarter of shoppers now buy something online at least once a week. These interactions provide opportunities for consumers to connect with your brand in ways that are efficient, effective and emotionally in tune.
Convenience and speed become essential, with a greater need for customer support that is responsive and adaptable to changing consumer preferences.
Yet, 74% of consumers feel that brand loyalty is also about feeling understood and valued. This is where we come in. Our attention to quality, personalized service, combined with our ability to flex, scale and adapt can make all the difference.
How we help
We make it our number one priority to provide reliable, timely custom solutions to gain a competitive edge in the Retail and eCommerce industry.
This could mean anything from a white glove service where agents act as personal shopping consultants to efficient problem-solving when it comes to orders, delivery, and after-sales support.
New Technologies & Approaches
There is an appetite for improved chat functionality and digitized experiences across an omnichannel landscape.
Using real-time data and customer sentiment analysis, we can help you understand where and when to add self-service, automation or AI. Our Data Science & Innovation team can integrate new technologies and digital capabilities that support you and your customers through an evolving buyer journey.
Brand Love
More than half of shoppers expect hyper-personalized service in their shopping experiences. They want recommendations aligned with their interests, and they want to feel valued and important.
We can ensure that your customers have accessible, reliable support, led by a brand-passionate team who can build brand love through personalized interactions and recommendations drawn from customers’ purchase history and past interactions.
Seamless Buyer Journeys
Customers now expect a frictionless multi-channel experience no matter where they buy.
Through speech-to-text analytics, machine learning, and sentiment analysis, we gather the data you need to identify trends and patterns in consumer behavior, so you can quickly identify and solve any areas of consumer friction, including more efficient call routing.
Our itelligence® platform, powered by AI, screens 100% of calls for immediate quality analysis, providing valuable insights about the customer and agent.
This can also help you spot new selling opportunities and react to customer sentiment faster and more effectively.
Operational Agility and Flexibility
The retail sector has always had to contend with seasonal shifts that require forward-thinking capacity planning. We can help you manage rapidly changing volumes with our ability to scale and pivot quickly.
Our reliable infrastructure and geo-diverse workforce allow you to be responsive, to find the skills and languages you need, and to mitigate risk, so you can flex to meet any seasonal demands.
With the right technologies and processes to help you cut costs and increase efficiency, we can also generate the most accurate scheduling plans.
Manage Rapidly Shifting Contact Volumes
Retail and eCommerce businesses can experience sudden volume fluctuations. Through platforms like itelligence®, we can use AI to assist with real-time forecasting, for more efficient staff management during peak times. Predictive analytics help us identify upcoming pattern variations, so we can better support operational changes that help you scale with ease.
