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With the decline of High Street shopping, customers are becoming increasingly reliant on digital channels. With this shift in behavior, retailers’ communications strategies will need to evolve concurrently, or risk falling out of favor. It is more important than ever for retailers to provide accurate information instantly and seamlessly, with the rise of social media and review websites creating a new public platform for customers to air their dissatisfaction to the wider audience. This feedback dramatically impacts loyalty and new business. On top of this, customers are becoming increasingly demanding of companies. With the growing expectations of customers and increasing saturation of the market, brands must provide a proactive, engaging and personalized experience, or risk being left behind.

Customer Satisfaction: Your Most Valuable Asset

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storm® helps us deliver superior customer experience and improve operational performance – 75% of online orders are delivered same-day within 4 to 5 hours. We now have additional storm modules on our roadmap as we look to unify all our communications on a centralized storm Cloud Contact Center.”

ICT Manager, Fleurop Interflora

Personalization Drives Customer Engagement

CHALLENGE

More than two thirds of companies now compete on the basis of customer experience. Customer service is the competitive differentiator, and it is essential to maintain brand loyalty in the retail sector. However, despite holding vast amounts of information about customers, retailers often send out generic, impersonal, one-way communications to customers which gain no traction from customers. Companies using a ‘one-size-fits-all’ approach will fall behind those delivering a personalized, end-to-end customer journey.

SOLUTION

To exceed customer expectations and remain competitive, personalized interactions and tailored information about their preferences and orders are critical. Engagement and experience for both agents and customers will be improved with agents having instant access a 360-degree view of the customer. Details such as the phone number of an incoming call can be used to instantly push comprehensive customer information to advisors, such as order history, ensuring efficient and personalized interactions. To achieve this, retailers must offer data-driven customer service across all channels, to deliver accurate personalization which drives customer engagement.

PRODUCT

Data-driven personalization

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Superior Customer Service Requires Consistency

CHALLENGE

Customers demand access to information about orders or products whenever, wherever, and on whatever device. Being restricted to a singular channel from 9-5 or an impersonal email service will result in dissatisfied customers, ultimately leading to loss of business. Lack of consistency across all customer service channels results in confusion over conflicting information, which exacerbates incoming interaction volumes, as increased support demand lengthens customer wait time. Inaccurate customer information about purchase history and past conversations upon connection results in a disjointed customer journey.

SOLUTION

A unified communication estate ensures that an organization can be consistent in providing superior service, and helps set them apart in the industry. A flexible, omni-channel platform can provide agents with the ability to access accurate customer purchase history and real-time information about the customer’s previous interactions, regardless of the channel. Organizations will be able to end the frustrating requirement for customers to repeat information between multiple interactions or if transferred to another department or agent.

PRODUCT

Omni-channel cloud contact center

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Integration Empowers an Exceptional Customer Experience

CHALLENGE

Throughout the history of a business, multiple disparate systems, databases, and third-party applications are introduced into the customer service strategy. As customer requirements and expectations have evolved, there is no longer any patience for extensive agent time spent searching for information. If accurate data is not available instantly, service is significantly slower and more frustrating for both agents and customers; if an organization is unable to rectify this then satisfaction and brand loyalty will be affected, potentially impacting customer retention.

SOLUTION

Informed agents are the key to delivering exceptional customer experience, and a solution that can unite disparate systems is essential for this. A system that ensures databases communicate will lower call handling times, reducing research times and automatically popping up information, and ensures customer queries are resolved first time. Uniting these disparate systems can be achieved with full integration into any third-party system; overlaying existing infrastructure to unify all information will help set an organization apart for excellent customer service.

PRODUCT

Seamless integration of systems

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