How to Use Customer Experience to Increase Sales

The August back-to-school rush can be one of the most bustling times of the year for retailers. As an influx of new shoppers visit your store or make online purchases, how can you ensure they come back after the back-to-school shopping is done? 

By providing an unforgettable customer experience.

Any retail customer support agent in the world can pick up the phone and answer a customer’s questions, but not all businesses are providing customers with intimate and easy support experiences that feel as natural as communicating with a friend or family member. That is the kind of retail customer support that can change a one-time shopper into a loyal shopper, and it’s the kind of differentiation that can help your business stick out in a fiercely competitive market. 

While your agents can provide exceptional service on their own, having intelligent contact center software that makes the technical side of your support more intimate can elevate every element of your retail customer support. 

Why does the CCaaS software you choose matter? 

A study from PwC found that 73% of American consumers consider the customer experience an important part of their buying decisions, but only 49% of interactions those customers have with brands are positive. Where interactions consistently break down is in the bridge between the consumer and agents. 

Traditional call center technology falls short of meeting the needs of the modern customer, in part because customer queries can be complex, and in part because our shopping habits have changed dramatically, moving towards easy purchasing options and self-service. 

Customers don’t like being put on hold, they don’t like having to explain what’s happening to multiple agents, and they don’t like having limited or inconsistent channels of communication with a brand. Unfortunately, most e-commerce customer support experiences involve some or all of these issues.

What intelligent, cloud contact center software like UJET does is unite all of your communication channels like text, chat, and voice calling into one fluid experience. A customer who needs to contact a business has plenty of options to do so, but they also have the ability to transition between channels without your agents losing any context. This makes the experience quicker and eliminates many of the pain points discussed above. 

Grow your business with intelligent customer support software

Through intelligent contact center software, your retail customers can: 

• Send pictures and videos mid-call so agents can directly see the issues they’re experiencing with a product or process. This can eliminate miscommunication and the need to prolong solution-finding into a multi-call, multi-email affair. 
• Interact with natural-sounding and intelligent virtual agents in your site’s chatbot that can quickly gather information and provide solutions for a variety of queries so that customers aren’t stuck on hold for answers. 
• Get transferred directly to a live agent from a chatbot and have all of the information from their chat and other website and phone interactions sent to the agent so they have all of the context they need to find a solution quickly without starting from scratch. 

Gathering information is one of the biggest draws of incorporating smart contact center software into your retail customer support. When customers call or text your business, metadata like location, cart size, and their last action on your website are sent to agents along with customer messages. Additionally, contact center software can provide reps with full details of past purchases, order details, and customer history on one screen. 

All of this information combined with real-time customer intent allows your team to route customers to the right agents, prioritize resolutions for first-time and loyal customers, and get inside the minds of customers to see exactly what they’re looking for and what will elevate their experience with your brand. Additionally, agents are armed with more time and tools to provide even better service than they were before. 

Grow your customer base – and your bottom line

Growing a business requires you to know what frustrates your customer and what excites them. By harnessing the power of intelligent contact center software, retailers can identify and fix frustrations that keep customers from coming back and add a personal touch to every single interaction along the journey, even the small ones, so that customers fall in love with their brand. 

Learn more about how you can sell more, grow your business, and provide a better customer experience with UJET's CCaaS 3.0 technology.