3 ways the cloud is transforming retail contact centers – in time for the busiest season

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Some of the busiest days in retail are fast approaching, and contact centers around the world are going to be stretched to their breaking point as shoppers log in and call to request offers, search for recommendations, search for deals. packages and organize returns.

Whether it’s Black Friday, Cyber ​​Monday, or the first day of the January sales, the contact centers that handle the press and adapt quickly to immediate business changes will be owned by the brands that have made the leap to the cloud.

Cloud-based contact centers are smarter and more profitable. This means more satisfaction for buyers, a greater range of resources for agents, and potentially significant savings and revenue for brands. How? ‘Or’ What?

The power of the cloud gives you better insight into the customer experience

A connected contact center is a really powerful tool for the customer experience. When a customer opens a live chat window on your website or calls your helpline, they expect your agents to have access to information about their previous purchases as well as the conversations they already have. had with your brand.

However, this requires a lot of integrations that are simply lacking in traditional contact centers.

In the cloud, it’s much easier to give your agents access to all the context they need to deliver targeted (and fast) support. Cloud-based contact centers can connect to your CRM, invoicing tools, sales database, and any other cloud system with payload data. Brands can then distill this data to deliver personalized recommendations based on artificial intelligence both in terms of dialogue and products.

Plus, with your contact center in the cloud, it’s much easier to track customer satisfaction scores, average wait times, and conversion rates. In turn, this gives you a better grasp of key KPIs – and insight into the adjustments that lead to the greatest improvement.

It’s easier to add new channels – without taxing your infrastructure

If you want to meet your customers in their preferred territory, it is essential to expand the range of channels they can use to contact you. However, connecting new channels like WhatsApp, live chat, or virtual assistants to an on-premises contact center solution isn’t always easy – and it puts additional strain on an infrastructure that is likely already crumbling under pressure.

The flexibility of cloud-based contact centers makes it easy to integrate a new channel or tool without knocking it all out to your agents. And because the cloud is flexible, you can easily expand the capacity to handle more interactions and add more agents without needing to plug in another server on-premises. Additionally, organizations can easily capitalize on existing data and intention-based dialogue.

AI thrives in the cloud and brings new opportunities with it

Forget about stagnant scripts and outdated routing; By bringing AI into your contact center, you can help agents interact with customers in a more dynamic way. With background AI monitoring interactions, you can set up predictive analytics to deliver hyper-personalized recommendations, next best actions, and cross-sell and up-sell opportunities, right on your agent’s screen in real time. .

For example, rather than bringing every customer who requests a return on the same route to print a return label, your agents can help them find a suitable exchange instead – or even lead them to a brand new product than they will love it.

There is so much more to explore

Moving your contact center to the cloud opens up a world of possibilities for retail contact centers, including new ways to run day-to-day support chats to handle the all-time spike in sales. holidays.

Leaders in retail customer engagement engage new and loyal customers with context-driven, AI-powered interactions in the cloud. Make sure you are one of them.

Seb Reeve is the Business Development Director of Smart Engagement at Nuance Communications, an American multinational computer software technology company.


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