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Retail

Industry Challenges
In the ever-changing retail industry, consumers demand 24/7/365 access to shopping, order and account information. And with global competition increasing and business cycles decreasing, retailers are constantly looking for ways to achieve competitive differentiation.

Speech Applications
The first step in every assessment is to understand our client’s business imperatives. We analyze current channels by customer segment and identify potential opportunities to further improve self-service call centers.

Speech applications might include:
  • Customer Account Information Access
  • Customer Surveys
  • Store Locator
  • General Store Information
  • Product Locator
  • Troubleshooting Guides
  • Delivery/Repair Status
  • Gift Card Management
  • Payment, Ordering and Order Status Information
  • Employee or Customer PIN/Password Reset
  • Vendor Accounts Payable
Benefits
  • Improves efficiency and productivity while decreasing costs and delivering a return on investment (ROI).
  • Differentiate communications based on the user, the environment or other requirements to gain a competitive advantage.
  • Enables business to forge closer relationships with customers.
  • Reduces manual handling of routine calls.
  • Easy to extend or expand services.
  • Reduces live operator support.
  • Improves customer support by meeting needs 24/7/365.
  • Integrates cross-sell, promotional and up-sell opportunities.
 
Case Study
Footware Catalog Retailer Case Study