Retail - A Closer Look

With the advent of online shopping, shoppers are reinventing retail customer experience and how they interact with brands. With Conversation Analytics, you can uncover trends, blocking negative experience and strengthening customer brand loyalty.

CHALLENGES

“Customer is always right” – this mantra holds true now more so than ever before. Retail companies currently face not only a few competitions with hundreds, maybe even thousands of options emerging for customers to choose from. In addition, not only has the number of retailers expanded exponentially in recent years, so has the information available to customers. Avid shoppers tend to spend hours of time researching their purchases before committing.

Customer Experience has become the key differentiator among retailers to keep customer loyalty from waning. However, today’s consumers tend to switch between retailers and online channels from purchase to purchase, which is becoming a major challenge as retailers strive to find new and innovative ways to appeal to buyers – both existing and potential.

Ensure brand loyalty and enhance customer experience with Conversation Analytics

OPPORTUNITIES

Better Understanding customer journeys.
Establishing and strengthening brand loyalty among customers and buyers.
Improving marketing strategies to improve ROI
Finding ways to improve productivity.
Put data at the center of decision making with a 360-degree view of their customer.

ACTIONABLE OUTCOMES

Use Call Journey solution connecting audio conversation data from the Credit Union’s Genesys environment into the Members Microsoft Eco System.

Use Call Journey’s solution connecting audio conversation data from the Retail sector’s environment into their Microsoft Eco System.
Learn how customers are responding to the latest campaigns and make adjustments quickly to improve outcomes.
Mine customer feedback in real time, allowing quick and immediate action for cross sell and upsell
Improve Voice of Customer program
Supercharge Customer Journeys by harnessing actionable insights from phone conversations
Automate QA and address complaints quickly to improve CX
Assess sentiment across contact channels with voice data playing an integral part.
Track emerging trends for context and expedited insights