Retail Business Customer Experience Strategies | Calabrio

Customer Experience Strategies for Retail Businesses

Scalable, Robust Workforce Optimization
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.

89% of businesses are competing primarily on the basis of customer experience (CX)

Half of customers take their business to a competitor within one day of a poor customer service experience

1 in 4 data breaches targeted the retail industry in 2017

A fully integrated agent & customer engagement suite.

Calabrio ONE

call recording

Call
Recording

quality management

Quality
Management

workforce management

Workforce
Management

voice-of-customer analytics

Calabrio
Analytics

advanced reporting

Advanced
Reporting

Switching to Calabrio ONE led to an ROI of 546%

2018 Forrester Total Economic Impact Case Study

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

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.

Retail Case Studies for Calabrio ONE

Large Enterprise Retail Company Chose the Unified Calabrio ONE Suite

Large enterprise retailer chose Calabrio for its scalability and ease of use. Read the case study here.

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

A large retail enterprise company wanted Calabrio’s new features and functionality across all of their contact centers. Read the full case study here.

Polaris Improves Customer Experience with Calabrio ONE

Polaris doesn’t consider itself to have a typical call center. While it has agents across six contact center sites, support groups tend to be smaller and more remote than most traditional call center operations. Read the full case study here.

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