With a view to improve customer experience, enable higher revenues, and lower Total Cost of ownership, DACX™ contact center suite enable retailers to effectively solve industry challenges that are posing as obstacles to growth. Our comprehensive contact center solution addresses these challenges and more.
Industry Challenges
Retail, a multi-trillion dollar industry across the world and one of the largest, faces a plethora of problems as far as intense competition, customer acquisition and retention, supply-chain management automation, IT infrastructure and workforce management are concerned. It has become increasingly difficult to adapt to changing business scenarios for retailers who are always looking for new ways to increase profitability. Although the challenges of retail are unique, they can be addressed with the right technology that identifies the problems and offers a holistic solution.
| |
| |
Increased competition |
|
| As consumers are always scouting for best deals, often via the web or through the manufacturers, the retail sector is struggling to sustain and grow, largely because of wafer-thin margins. With competitors offering discount schemes and special promotions, one cannot afford to be complacent as far as business is concerned. |
|
| |
| |
| Multiple sales channels availability |
|
| With changing business models, consumers are finding it easy to get the best prices on the internet without the hassle of driving to the nearest store and spending hours shopping. As a result, footfalls are decreasing in retail stores and retailers who do not provide additional channels for customers are taking a hit. |
| |
|
| |
| Customer service |
|
| Retailers may have the right processes and policies for customer interaction management in place, but inability to execute them may impact their business. Unsatisfactory interaction experience can be a deterrent for a customer to do repeat business with an organization, and no one wants to lose a customer to a competitor. Lack of customized self and assisted service adds further to customers' woes. |
|
|
| |
| Communication infrastructure improvement |
|
| One of the recurring problems is having tight integration between various components of a customer interaction management system. With lack of a single view of customer information across all applications, databases and data sources, time, money and resources are wasted during implementation, and scaling-up of operations. |
|
| |
| |
| Presence management |
|
| According to many sources, 2/3rd of the communication in any industry is within the organization. One of the prominent problems for retail industry is deploying a system which informs employees about the status of other employees with an integrated presence management solution. A lot of valuable time is wasted in efforts to locate and talk with employees who are busy with other tasks. |
|
Opportunities
To acquire new business and maintain current relationships, retailers need an all-in-one customer interaction management system in place. It is imperative that retailers capitalize on business opportunities in order to
|
- Enable fast and efficient self-service for routine queries and offer customized service for priority customer and prospects. Provide 24X7 support over multiple channels.
- Enable service through multiple channels, and provide ability to execute transactions swiftly via voice, chat, SMS and E-mail.
- Manage all channels centrally irrespective of workforce of store distribution with a single, unified solution that guarantees you comprehensive functionality, yet gives you flexibility.
- Cross-sell and up-sell additional products with an automated interaction system while callers are waiting for agents. Automate promotions and special offers to broaden outreach.
- Reduce costs by maximizing reuse of current infrastructure, and deploying standard equipment instead of expensive, high-end machines. Manage personnel workforce better and making the best use of current resources.
- Enable effective communication within an organization between employees to save valuable time and raise productivity with presence management.
|
Solution
Drishti's contact center suite is perfectly suited to retail industry's objectives of expanding customer base, enhancing customer interaction experience across all channels, increasing Return-on-Investment (RoI), and increasing efficiency of operations and processes, all of which translate to increased business and higher revenues.
Drishti's award-winning outbound and inbound solutions offer predictive dialing, ACD, IVR, Voice recording, CRM, database, reporting and unified messaging capabilities.
With multimedia capabilities such as E-mail, SMS, chat, FAX and voice capabilities, you can reach out to new customers across different channels on an integrated platform. Strong inbound capabilities allow you to maximize self-service, reduce interaction times and increase customer satisfaction with skill-based routing, sound queue management, while ensuring easy configurability to design call flows as per your requirement. You can also customize interactions for your callers and provide useful information about new products, or account information in order to provide high quality service to every customer.
To sell your products more effectively, you can empower your agents to engage in potentially revenue generating prospects via multiple dialing modes, scripting, call-back scheduling, and a host of other features. Your supervisors can track agent performance via strong monitoring capabilities.
For quality purposes, you can record interactions with the Voice Logger, store them, and retrieve them with ease. With real-time reporting capabilities, you can create comprehensive reports to organize and present meaningful data regarding performance, efficiency, statistics, etc that is crucial in formulating business decisions and defining future strategies.
|
