There’s no denying that the past year has had a huge impact on the retail industry, from supply chains to customer service. With stores closing their doors and e-commerce booming, retailers had to adapt their processes rapidly to meet new customer behaviours and needs.
Retail technology saw a boom, click & collect became more popular than ever, and customer service operations moved to more diverse channels as digital-savvy consumers looked for more ways to resolve their queries.
Despite all these changes 80% of customers say the experience a company provides is as important as its products and services (Source: Salesforce). Consumers expect short wait times, quick solutions, and personalised interactions at every touchpoint.
The demand for omnichannel retail solutions and customer care has never been higher due to consumers’ increasing reliance on technology and the rise of new and distinct types of problems as the retail sector changed as a result of the pandemic. Retail contact centres have been introducing more channels than ever before to connect with customers to inform them about changes to services, orders, and reopenings, from chatbots and videochat to Twitter and Instagram.
Customers now expect their favourite retail brands to have multiple options of communication. Many consumers shopping for retail products start their journey online, and usually with a search. Many paths to purchase in retail also involve a consumer calling a store location or contact center.
To gain a unified consumer view, businesses must connect all of their channels. The opportunity cost of not being omnichannel is 10% in lost revenue (Source: VendHQ). A failure to provide high-quality omnichannel experiences directly impacts ROI and 38% of consumers will stop doing business with a company if they have a bad call experience (source: Invoca). Providing great call experiences is what Woven do best.
Visit https://wearewoven.com/retail-industry to see how we are helping the retail industry.
