4 Benefits of Digital Investment for Retail Stores
Contact centers are overwhelmed with calls. Many of them have sent their agents to work from home and have suspended all phone calls, relying on web chat and online support.
These changes require retailers to develop new ways to sell…or fail. The success of their digital strategies will determine which companies survive and which don’t. Quiq’s messaging platform leverages bots to capture consumers’ intent, route conversations to the most appropriate queue, and even help consumers complete purchases.
Don’t lose sales to call abandonment or missed conversations with customers. Help customers find what they need and complete their purchase using messaging or chat.
Scale your Current Workforce
All retailers face similar issues when handling customer service phone calls, including staffing, especially during peak times. This current situation has caused unprecedented demand.
Instead of agents handling one phone call at a time, messaging equips agents to address multiple, simultaneous conversations. Quiq’s messaging platform enables agents to handle 7x more conversations than phone calls. And using bots across your digital channels helps eliminate calls that can be resolved without the need to talk to a human agent.
Communicate to Customers en Masse
Even in the midst of curtailed hours and store closures, retailers are shifting their strategies and serving on the front lines of an effective response to the COVID-19 crisis. Many retailers are providing drive-up COVID-19 testing, home delivery, curbside pick-up, and other essential services.
Using outbound messages keep your customers informed of special services available now, which will solidify your connection with your community and let them know you’re here to help. Things are changing daily, even hourly, being able to communicate quickly is essential. As things improve, you’ll be able to keep your customers informed of changes, special events, or new services in the future.
Inform Customers of Adjusted Hours & New Promotions
It was critical to inform consumers of adjusted operating hours as the pandemic began. It’ll be just as critical to inform them of adjustments to hours and services as things go back to “normal”.
While no one knows when we will be getting back to daily routines, we all remain hopeful it will be soon. When it does, you can notify them of your availability and any special promotions.
Keeping customers informed isn’t something that just needs to happen during a time of uncertainty. During peak times, like the holiday season, you’ll be able to alert customers of extended hours or special promotions.