Customer Experience Strategies for Retailers
Scalable, Robust Workforce Optimization
and Powerful Voice of the Customer Analytics
for Your Retail Contact Center
and Powerful Voice of the Customer Analytics
for Your Retail Contact Center
Customer Experience Strategies for Retail Businesses
Scalable, Robust Workforce Optimization
and Powerful Voice of the Customer Analytics
for Your Retail Contact Center
and Powerful Voice of the Customer Analytics
for Your Retail Contact Center
For Retailers, Wowing Your Customer is More Important than Ever Before
The retail industry has gone through a tremendous amount of change in the past decade. From the increase in e-commerce and mobile shopping, to the explosion of omnichannel, retailers face declining customer loyalty in a competitive market space.
As such, providing an outstanding customer experience is more important than ever before. In fact:
- 89% of retailers are competing primarily on the basis of customer experience
- Half of customers will take their business to a competitor within one day of a bad customer experience
- The annual cost of customers switching retailers due to poor service is $1.8 trillion across the industry
There is some good news, however. 8 out of 10 customers are willing to pay more for a better customer experience and retailers with a strong omnichannel program retain 9 out of 10 customers.
This focus on customer experience is why it’s so important for retailers to listen to the voice of their customer. And this is where Calabrio can help.
As foot traffic to traditional brick-and-mortar retail declines, more customers are communicating with brands via e-commerce platforms, chat, instant messaging, email and phone calls. All these data sources stream into the contact center on a daily basis and contain a wealth of customer knowledge and voice of the customer data. Calabrio’s analytics platform helps retailers analyze 100% of this customer interaction data and turn it into usable, actionable reports. These reports allow retailers to pinpoint dissatisfied customers and proactively solve customer issues.
Read on to see how Calabrio has helped leading retailers like Tiffany & Co. and Polaris improve omnichannel customer service and increase customer loyalty. And be sure to download our ebook to learn seven ways retailers can improve the customer experience.
A fully integrated agent & customer engagement suite.
Calabrio ONE
What can we help you with?
Call Recording
Capture and retrieve every call quickly and accurately.
Quality Management
Evaluate every citizen interaction to gain powerful insights.
Workforce Management
Improve predictability and performance to optimize staffing.
Calabrio Analytics
Synchronize data for unprecedented visibility and control.
Retail Case Studies for Calabrio ONE
Retailers: 7 Strategies to Improve the Customer Experience
The past 20 years have been a true roller-coaster ride in the retail world. Online retail has gone from an exciting new revenue channel, to disruptive destroyer of brick-and-mortar retail, to a driver of new and unexpected retail partnerships. Download our Ebook to learn more.
How to Drive a Competitive Advantage Through the Contact Center
How to Drive a Competitive Advantage Through the Contact Center
Retailers have faced an increasingly turbulent and volatile industry for the past 20 years, as consumer expectations change and the pressure rises to deliver outstanding customer experiences.
3 Ways Retailers Can Improve Customer Experience With Their Contact Center
No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. Read the full blog post.
