Retail |
Consumers are getting used to buying goods and services remotely rather than in the high street. As a result they need to resolve queries that arise using the web and the phone rather than over the counter. Because more consumers are now happy to make purchases via the web or through direct marketing channels this basic consumer behaviour is driving a surge in telephone based support and customer services inquiries.
Handling this challenge is the new front line for retail businesses – a bad experience means that customers can quickly move to a competitor but a good experience of service has the opposite effect and builds loyalty.
Retailers need to offer the right product, at the right price, through the right channel and with a superior level of service. With the marketplace changing more quickly now than ever before, retailers have so much to consider.
- Maintaining customer loyalty: creating greater customer loyalty via all available communication channels, while managing costs and maintaining efficiency.
- Attracting new customers: you need to make it as easy as possible for new customers to make purchasing decisions.
- Fierce competition: retailers need to differentiate themselves through good service, especially with account enquiries, order tracking and returns.
- Technology investments: you need to offer leading edge services without major capital investment or fear of technology change and these services need to be under your own control so that you can react quickly on all service related processes.
Speech applications can help retail companies get the best out of their telephone transactions by eliminating queue time and providing instant resolution for an increasing range of phone based transactions:
- Enabling consumers to order products and services over the telephone, quickly and easily
- Enabling customers to check on product and stock availability
- Automatically providing product information , along with the ability to check the status of a order
- The ability to route calls to a department or a shop
- Enabling employees to call in sick or request holidays thereby helping retailers to manage their workforce
Speech self service doesn’t replace live agents but makes better use of their time and does improve customer perception of service when properly implemented.
Vicorp is a long-time specialist in the field of self-service and we guarantee that you will create real financial value from well implemented self-service programme – so much so that we offer to share in the efficiency savings that we generate for your organisation as our reward.
- Vicorp designs and delivers truly engaging speech driven applications that encourage callers to interact over the telephone.
- Vicorp has the expertise to create inspirational speech interfaces that engage the caller while giving them complete control using their voice. The ability, for example, for the caller to order products or simply chase up an order status simply by using their voice is extremely powerful and goes a long way to winning customer confidence.
- Vicorp’s solutions deliver measurable business benefits which can be tracked through the comprehensive integrated reporting portal
- Vicorp’s service creation and execution environment is easy-to-use and totally portable as it is based on open industry standards
Vicorp enables retailers to create truly dynamic and engaging customer self-service interactions over the phone. Here are some example voice applications that can enable retailers to effectively serve their consumers and become more cost efficient:
- End-to-end customer fulfilment (information provisioning) shop location and product information
- Ordering product and services, including full and secure payment processing
- Offering insurance protection along with payment processing
- Product availability including full order and shipping status
- Intelligent call routing to best skilled service representative
- Real-time consumer metrics
- Automated workforce management