When brands contact us to assist with their CX and customer service goals, we know that by fully understanding their needs, we can make the right recommendations and get results. In retail, the customer experience is crucial and as we provide content centre outsourcing, we understand the need for an efficient, targeted approach that is customer-centric at all times.
We’ve been fortunate enough to work alongside and assist leading global brands in Retail, all with challenges they require solutions for. Below you will discover the common themes of why retail brands seek our expertise and why BPO outsourcing in general is a much sought-after solution.
The customer experience should be at the core of every retail brand, but with 86% of customers leaving a brand they trusted after just two poor customer experiences 1, being consistent with your service to maintain brand loyalty is a universal challenge in retail.
As we work with many different types of business across multiple sectors, many of the challenges facing retail are similar to other areas. With the brands we’ve assisted, here are some of the main challenges and pain points they faced and needed our expertise with:
There are many different needs and requirements retail brands reached out and contacted us about, with the common theme being the overall customer journey and improving this. Increasingly, many retail brands will seek BPO outsourcing to be able to meet the growing demand of their customers to ensure they do not fall behind their competitors.
As the retail sector is highly competitive and has been experiencing a changing landscape for many years, as well as the lasting impact of the pandemic, brands have had to adapt quickly. Those that were already providing a multi-channel experience and defined CX online were able to adapt quicker than others. Customers want a near-instant service in the channel of their choosing, meaning long wait times in call queues or within retail stores is no longer acceptable to many. Outsourcing their services and internal processes enables retail brands to level up their approach and focus on providing their customers with the experience they demand.
74% of customers want companies to customise their experience based on their knowledge about the customer 2
This helps to create happier, more satisfied customers that are more likely to become advocates for your brand. The more retailers can understand their customers and their needs/expectations, the better the experience they can provide. By outsourcing, the brands we have assisted and been able to provide outstanding customer service support, faster response times and overall, more defined CX.
Our approach is to provide a service that matches your brand, providing seamless integration that delivers on the brief. Our case studies in the retail industry yield results that we are proud to say often exceeded expectations and addressed the many unique challenges modern retail faces.
We have many more success stories like the above where retail brands have been able to benefit from outsourcing their efforts to us. To achieve these results, we looked at maximising opportunities in their current approach, looking to see how we could assist with contact centre support as well as CX software development and integration.
We share in the success of the retail brands we assist, becoming part of their operations with a shared goal of providing improved customer experiences. Above is just a snapshot of the results and methods behind some of our successful collaborations, and you can find more details within our ever-growing case studies that we are happy to share.
If you are a retail brand and have experienced any of the above challenges we’ve mentioned here, please reach out and contact us today. We look forward to discussing how we can provide exceptional support and enhanced customer experiences for your customers and bring the results and improvements you need to stay competitive.