The importance of contactability for retailers
4. June 2018 |

Customer contactability through effective technology deployment

Deploying the latest contact technology can significantly enhance commercial outcomes. In an economic environment where high street retailers are coming under increased revenue and margins pressures, providing customers with a seamless experience across multiple channels and multiple technologies – online and offline – is an increasingly critical element of retailer brand loyalty. This subject is of interest to finance, operations, marketing and customer service professionals alike in the retail sector.

Charles Morgan, Group Head of Operations at Yonder Digital Group comments, “It is our experience, as we assist major UK retail players in enhancing their customer experience and provision of customer service, that many retail players are insufficiently ‘joined-up’ in the way they deal with their customers. Certainly, automating everything is not the answer when the objective is to build relationships with customers, not alienate them. On the other hand, the power and capabilities of artificial intelligence (AI) is moving forward at a staggering pace. Clever retailers are looking for the optimal mix of live and automated customer interactions that really fit what their customers want.”

Source: About Yonder Digital Group

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