Improve Retail Customer Experience with Effective Customer Interaction Services
Today the retail industry is undergoing massive transformation due to the advancements in the technology.
The advent of the Internet and its paraphernalia has enabled consumers to re-shape their expectations. Long
gone are the days when people visited brick and mortar stores to make retail purchases. Today consumers
demand access to service through the channel of their choice. The retail industry being a consumer driven
industry has no choice but to play by the rules set by the consumers. Hence, there is increased pressure on
retail companies to meet the changing demands of consumers by creating better ways to serve them with
innovative solutions that create value, improve consumer experience, and increase loyalty.
The retail industry is a fiercely competitive industry and therefore retail companies have to match up to the
expectations of the consumers at any cost to ensure consumer loyalty. And today’s customers want access to
service through online, mobile, and social media. Hence, retail companies need effective customer
experience solutions to improve the retail customer experience.
A leading provider of intuitive customer experience solutions has come up with some useful applications for
the retail industry. It includes applications for inventory check, product troubleshooting, returns &
exchanges, rewards program and so on. These applications utilize customer data in real time to maximize
revenues by automatically identifying high-value shoppers across channels and deliver seamless “concierge-
style” assistance. Thus, it has helped to make the service a revenue-generating channel by improving sales
through support experiences. For instance, simplifying customer service for consumers who need to get a
product working, right away, whether asking for help online, over the phone, or via chat.
Thus, with these customer interaction services, many large retailers have been able to increase sales and
deliver superior customer service for their customers, shoppers, and members. Besides, these solutions have
helped a major US online retailer to reduce its cost of operations by 68% and bring in $12 million of
additional revenue, while improving customer satisfaction scores.
The customer experience solutions have provided a better way to do things by changing the way service is
delivered to consumers. This has helped to make company-to-consumer connections intelligent, integrated,
and impressive—across all touch points.
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