RAISING tHE VALUE
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of Retail Communications
in a Digital-First World
Expectations around customer and employee experiences have evolved. Retailers that want to meet and exceed the expectations of digital-first customers and employees need seamless communications and collaboration systems and tools. And for that, they need the right technology
Digital Transformation has its
BENEFITS
Maximize operational efficiency.
Meet evolving customer demands.
Optimize employee experience.
Make the most of the phone.
Deliver a stellar customer experience.
53% of U.S. employees are open to leaving their employers. 44% are actively looking for a new job.
Source: WTW 2022 Global Benefits Attitudes Survey
Many companies went to Microsoft during the pandemic only to realize they don't actually support enterprise voice in the most seamless and cost-effective way. But, for us, if someone in Teams calls someone on the Mitel platform, it's seamless and with no extra costs.
Bob Kombora, IT Manager, Overland Footwear
Finding the Right Communications Solution
8 Questions to Ask
Can the system be tailored to meet your unique communications needs and retail workflows?
To attract and retain top talent, companies must support mobility and hybrid work. Maximizing job satisfaction while improving staff efficiency should be the priority.
Customers want a seamless omnichannel experience that is both fast and personal. Every experience – face-to-face, phone, chat, social media, self-service – has to be exceptional.
Supply chain issues and staffing shortages can create delays and customer frustration. In just a three-month period in 2021, over 60% of consumers dealt with out-of-stock goods. Only 13% waited for them to be restocked.
Customers want speed and efficiency. Automation anticipates customer needs, improving the return and complaint process and notifying them when a product
is in-stock.
Customers often prefer a live human for untangling issues, so contact centers have to operate at continuous, peak efficiency. It’s about reaching the right person to get the right information right away.
Create a stellar experience for customers and employees
Improve operational efficiencies and productivity
Thrive in the digital transformation era
Improve profit margins
How the Collaborative Communications Tools
DRIVE RESULTS
Never miss a call. Quickly find an available employee to resolve a situation or provide an answer to a customer. Maintain the best level of service while facilitating a remote work environment.
A flexible implementation approach and a reduced burden on IT resources yield a lower total cost of ownership. Shrinkage solutions designed to protect your inventory provide additional cost savings.
Enable employees to
collaborate anywhere, on any device for better chain-wide communications. Use analytics to optimize resources, improve performance, and leverage actionable intelligence, so you remain agile in the face of supply chain issues and other disruptions.
Equip your employees to work
in hybrid or remote settings so they can deliver fast, personalized customer experiences. Empower customers to help themselves with self-service options or interact in their channel of choice and seamlessly move between them.
Can the system facilitate seamless transitions for a truly omnichannel experience?
Can customers go from chat to voice to SMS smoothly? Can they reach a live subject matter expert with minimal clicks or voice commands?
How’s the audio?
Does it deliver high-quality sound, so voices are transmitted clearly and crisply?
Is it future-proof?
Does the system leverage AI, machine learning, and automation? What integration options and pre-set capabilities are available?
Is it flexible?
Can the system scale quickly and easily to adjust to seasonal fluctuations?
Does it improve employee efficiency?
Does it offer one single application for voice, video, messaging, presence, audio conferencing, mobility, and team collaboration? Will employees have access to up-to-date customer information? Can they easily collaborate with colleagues?
Does your system optimize the employee experience?
Does your system optimize the employee experience?
Can it cater to today’s mobile and hybrid ways of working, providing a unified experience across all devices and locations?
Is it customizable?
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Will it help
bolster customer relationships and brand reputation?
Does it provide a way to communicate promptly and clearly about delays, so customers remain informed?
Providing a stellar retail communications experience is simple and affordable when you have the right technology partner. Click here to learn more.
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