Retail and Consumer – Adding Value to Your Brand

No question about it: retail is a fast-paced, constantly-changing environment.

Over 92% of all calls to a retail contact center are for general customer service questions, such as order status and nearest retailer or dealer location. As mundane as such items may seem, it’s still important to deploy an IVR that resolves them as efficiently as possible ...because a positive contact-center user experience equates to a positive customer experience, which tends to associate positive feelings about your brand and product offerings.

Customer satisfaction can also be increased by enabling CSRs to quote a smaller, more accurate time window for on-premises service or delivery, and by increasing flexibility to confirm and reschedule appointments in advance of the scheduled service date/time. Further, field representatives can use a sufficiently robust IVR system to...

• report their location and when they will arrive at the next appointment
• call in to order additional parts or services
• call in with status of the client upon service completion

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How MicroAutomation can help:

• Provide an automated IVR that requires less agent interaction, structured so that callers can check the status of an order, place an order, make a payment, check return and exchange status, delivery status, and resolve warranty/defect issues.
• Handle the influx of calls due to seasonal purchasing by enabling proactive agent scheduling, with call tracking and reporting.
• Implement functionality that supports the field rep scheduling/support enhancements described above.