Sales and Customer Services for Retailers

Customers interact with your brand anywhere, any time and you can't always control the experience.

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What can you control? How you reach out to customers, and how well you respond to customers when they reach out to you. Our retail customer relationship management (retail CRM) solutions can help you:

  • Monitor and respond to customers via social media
  • Understand customer expectations
  • Analyse data
  • Improve the customer experience through proactive and reactive service
  • Deliver consistent global, multi-lingual support
  • Better manage warranty, product support and maintenance documentation
  • Resolve issues faster
  • Gain loyal customers
  • Reduce costs

Multi-channel Query Resolution Services

Nobody likes to call customer services. But when your customers need help and have run out of options, they’ll reach out. This is your chance to fix issues immediately, and turn customers’ frustrations into positive feelings.

With our advanced data analytics and contact centre support, we can help you figure out what customers really need. We bring automation to product and service enquiries, billing issues and more, so your call centre can cultivate strong relationships with customers, solve problems and alleviate frustrations.

For example, the Conduent Case Management System uses software automation to help callers resolve issues quickly so they can move on with their day. A structured flow guides agents through the most streamlined path to reduce transaction times.

This makes agents – and in turn, customers – happier. Happy customers mean fewer returned products, higher sales over the customer relationship and a positive reputation via social media and word of mouth.

Customer Retention and Loyalty Services

People still buy from people. We know relationships matter and we can help you nurture and grow yours through our retail CRM solutions.

Using advanced data analytics, we develop customised programmes to optimise your retail CRM strategy. What does this mean? We can help you engage customers and nurture relationships with a combination of programmes and services that build loyalty and create brand advocates.

We capture data through all possible channels, including retail stores, websites and social media, to create a holistic view of your customer and drive omni-channel communication via contact centres.

Customer Acquisition and Activation Services

Good prospects can grow into great customers. It just takes a little time and effort, and a lot of expertise in omni-channel engagement and data analytics. That’s what we bring to the table.

Our comprehensive, multi-channel engagement approach includes automated and in-person contact via email, chat, social media and phone.

The more you know about your customers, the easier it is to form connections. These inbound and outbound communication activities will help you glean everything you need to know.

Inbound Activities

  • Sales line
  • Lead generation
  • Contract renewals
  • Pre-sales product inquiries and quotes
  • Up-selling and cross-selling
  • Reservations

Outbound Activities

  • Telemarketing
  • Welcome calls
  • Order taking
  • Fulfilment

Learn more about our Customer Care solutions ›

Retail and Consumer

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