Retail customer service is like any other customer service: it’s the act of providing customers with assistance, answering their questions and helping them solve problems. However there are some factors specific to this industry that make it important to learn and hone retail customer service skills. Doing so will lead to happier, more loyal customers.
Retail customer service has always been important. Successful brands like Nordstroms have an almost mythical reputation for doing whatever it takes to provide their customers with excellent service. But that high level of service tended to be an outlier; for many companies, customer service was an afterthought. However, the growth of online stores and the saturation of the retail space has created a scenario where dissatisfied customers can easily abandon retailers, even ones they’ve been customers of for years, and move on to a competitor.
The result: customer experience, particularly in the digital world, is now a competitive differentiator among retailers, and the retailer who provides the best retail customer experience will win.
As consumers expect a truly omni-channel experience, we respond to this challenge by helping brands to provide consistent and personalized service – before, during and after a purchase.
Our CXM solutions reflect the industry’s current mindset and support integrated experiences across consumer touchpoints – web, POS, mobile, click & collect and social.
CRM and marketing automation: developing personalized and lasting relationships with complete, actionable customer data at hand.
Loyalty programs: implementing customer retention strategies through СRM-powered management of loyalty schemes across in-store, web and mobile channels.
In-store experience: bringing next-gen technologies to your physical outlets, including integration of POS terminals and mobile devices.
We deliver scalable solutions that meet consumers’ requirements, facilitate their enjoyable, secure shopping experience and supply operational analytics for marketing and sales.
E-stores: building virtual storefronts with slick online catalogs for 100,000+ SKUs.
Online shopping cart: enabling secure transaction processing with a broad selection of payment gateways.
Integration: connecting your ecommerce module with the entire line-up of enterprise systems (ERP, CRM, back office and more).
mCommerce offering mobile shopping for consumers across a variety of devices.