It’s no secret the holiday season is the most crucial time of the year for most retailers, and for good reason. In the United States, consumers were expected to spend a record amount to celebrate the season.
To capitalize on last year’s holiday rush, retailers needed to provide fast, personalized online and in-store shopping experiences, and technology plays a crucial role in executing upon that goal.
Specifically, unified communications (UC) solutions can help retailers meet customer expectations and increase efficiency by streamlining communication channels, improving staff’s ability to assist customers, and enhancing the customer journey. By integrating these technologies into business processes, retailers can deliver an exceptional omnichannel experience.
Read on to discover how effective communication solutions can enhance the customer experience.
UC Integrations Boost Omnichannel Success
In today’s digital-first world, customers expect to be able to search for their desired products quickly and easily on their device of choice. Additional assistance should be equally accessible.
This is why many retailers are tapping into the tremendous value offered by integrating their online stores with artificial intelligence-driven chatbots and voice assistants. On their own, these tools can instantly respond to inquiries and reduce wait times by leveraging data from previous customer interactions. Combined with modern UC solutions, they can deliver even more.
Leveraging this AI-driven technology with communications, collaboration and contact center applications can supercharge the customer experience. For example, if a customer initially engages with a chatbot but then requires extra assistance, the chatbot can immediately transfer all the variable data, or intents, entered by a customer to a live agent. This ensures that the agent has all the necessary information to resolve the customer’s request quickly and efficiently.
These seamless integrations help deliver high-quality customer service, increase efficiency, and enhance overall business performance.
Unlock Retail Potential With Mobile Tech
In today’s retail environment, creating a seamless shopping experience requires leveraging communication solutions that impact all parts of your business.
Modern retail organizations often have employees and inventory spread across multiple locations, which is why communication solutions that link contact center agents directly with in-store staff are so important.
Leveraging mobile devices designed for the realities of a retail environment, like Wi-Fi and DECT-enabled phones, can allow retailers to streamline their communication channels for front-line and back-end staff. These solutions enable in-store staff and contact center agents to message or call each other with order updates. They can also be used for emergency notifications.
Mobility is essential in today’s fast-paced retail environment. Next-generation communication solutions allow staff to complete work and support customers while on the move, increasing efficiency and boosting the employee experience.
Boost CX and EX With Smart Integrations
Modern business communications solutions also allow retailers to leverage analytics to improve all parts of their business. UC can seamlessly integrate with existing CRM and ERP applications to further drive business strategy and deliver employee-friendly workflows.
Retailers increasingly use “cradle-to-grave” reports to identify product lifecycle trends. However, when integrated with UC solutions you can leverage the data further, allowing companies to maximize communication technology investments, improve customer satisfaction, increase profit, and, most importantly, reduce costs.
For instance, with these integrations every interaction with a customer, from beginning to end, can be traced, examined and verified. This provides valuable insights into call handling trends and workforce management.
Managers can better understand peak business hours and seasonal changes by monitoring call volumes, call efficiency, and geographical distribution. They can also address customer complaints, refine corporate policies, and offer additional training, ultimately leading to better customer satisfaction, higher employee retention and increased profit.
Futureproof Your Business With Modern UC
The world of retail is constantly changing, but delivering high-quality customer service remains a key indicator of long-term success.
For companies looking to build brand loyalty with exceptional customer experience, utilizing modern UC solutions that streamline communications and boost staff productivity remains a smart investment that will deliver in 2024 and beyond.
As Mitel’s senior vice president, product management, Martin Bitzinger is responsible for Mitel’s product portfolio and product marketing including UC platforms, applications and devices.
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