Retail Business Customer Experience Strategies | Calabrio (UK)

Customer Experience Strategies for Retailers

Scalable, Robust Workforce Optimisation
and Powerful Voice of the Customer Analytics
for Your Retail Contact Centre

Customer Experience Strategies for Retail Businesses

Scalable, Robust Workforce Optimisation
and Powerful Voice of the Customer Analytics
for Your Retail Contact Centre

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 programme 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 centre on a daily basis and contain a wealth of customer knowledge and voice of the customer data. Calabrio’s analytics platform helps retailers analyse 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

Calabrio ONE customer experience strategies

What can we help you with?

call recording customer experience strategies

Call Recording

 Amazingly clean and simple. Capture and retrieve calls quickly and accurately. Never miss a call.

quality management- customer experience strategies

Quality Management

Access and evaluate 100% of your customer interactions. Gain powerful performance insights.

workforce management- customer experience strategies

Workforce Management

More than optimised staffing levels, modern tools improve predictability and performance.

analytics- customer experience strategies

Calabrio Analytics

Integrate multichannel customer input to gain unprecedented visibility and control.

advanced reporting- customer experience strategies

Data Management

Visualise call centre metrics. Cross-reference data enterprise-wide. Deliver impactful insights.

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 Centre

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 Centre

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

Broad River Retail Elevates Service Levels by 20% with Teleopti WFM

Broad River Retail chose Teleopti WFM and increased productivity in their contact centre.

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