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Retail

IMPROVE CUSTOMER EXPERIENCE

Customers expect a seamless experience in the store, on the web or mobile eCommerce site, and however they elect to shop and engage with your company. The changing expectations of consumers require retailers to adopt an omni-channel strategy to address both processes and systems. As traditional brick and mortar stores transition to a showroom for online or mobile purchases, retailers need to allow consumers to start the buying process in one channel and continue it on another.

We improve the customer experience by making it effortless for your customers to do business with your company – whether to check an order status, return a product, locate a store, obtain the balance on a gift card, or receive offers from loyalty and marketing programs.

DRIVE REVENUE GROWTH

The rise of online and mobile eCommerce serves as a driving factor in transitioning the service channel from a cost center to a source of revenue. Retailers need to revisit the overall contact center strategy, as well as the specific customer contact solutions they use and modify the service channel to include revenue generation. A key element in driving revenue growth involves the adoption of intuitive and personalized self-service applications that move non-revenue generating transactions from agents to an automated system.

We provide self-service solutions across all channels that proactively engage consumers and personalize the experience to achieve near 100% containment of all non-revenue transactions with your company. Our solution allows you to focus your agents on driving revenue versus servicing customer support requests.

OPTIMIZE AGENT PERFORMANCE

As retail companies shift strategies and transition the call center from a pure service channel to a revenue generation channel, focus shifts to the performance of the agents to increase customer wallet share and drive consumer loyalty.

We provide a multi-channel cloud solution built to maximize agent performance across all channels – phone, chat, text, mobile, social. In addition, agent performance is maximized through the use of our leading-edge technologies including workforce management, gamification, and interaction analytics. We understand retailers need to create a holistic customer experience across all touch points and avoid individual channel silos that force customers to restart a question or service request with an agent.

REDUCE OPERATING COSTS

The advancement in mobile and online commerce continues to impact margins for all retailers and drive corporate initiatives to reduce ongoing operating costs. The directive creates a conflict in an era when customers expect improved customer experience and additional channels in which to engage your company.

We work with retail organizations to reduce legacy IT debt, eliminate the costly, siloed approach taken with new technologies, and improve customer loyalty through retention, increased wallet share, and advocacy.

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Our Cloud-based IVR solution allows for more efficient and effective integration between different parts of the company, which works to:

  • Increase call call deflection from the contact center
  • Lead to more repeat customers
  • Reduce customer effort due to automation

and more. Download your copy on the right.

RESOURCES

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"The MicroAutomation team did an amazing job during the project. Our partner was thrown a curve ball as they had to overcome the loss of key resources from our organization. The team at MicroAutomation was able to keep the project on track and the solution was completed on time and within budget. I want to thank everyone for their hard work and dedication!"

Joe Testa, Senior Director, Customer Care Operations, Academy Sports + Outdoors
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ARE YOU READY FOR THE NEXT GENERATION OF CUSTOMER COMMUNICATION?

Download our checklist - The Top 10 Features Your Proactive Notification System Needs to Have - to learn:

  • How to identify and anticipate customer issues
  • How proactive customer engagement benefits your business
  • What your proactive customer engagement strategy needs to succeed

…and more. The ability for customers to “take action” when a call, text, email or Tweet is received is more powerful than ever. Download our checklist to learn how you can implement our tips and tricks to maintain customer loyalty.