Retail & E-commerce Sector
Customer experience, the new growth driver for retail and e-commerce.
In retail and e-commerce, every interaction counts. Offer a memorable, loyalty-building experience to turn your customers into ambassadors.
Customer experience as an area for differentiation and performance
Building loyalty among volatile, hyper-connected customers
In retail, competition is just a click away: consumers can switch brands very easily, sometimes after just one bad experience. For companies, every interaction is a determining factor in building customer loyalty. Between website, mobile app, social networks and store, it’s essential to offer a fluid, consistent shopping experience.
A personalised experience thanks to data
Companies have a vast amount of data on their customers: purchase history, preferences, past interactions… By exploiting this information, they can offer more personalised and contextualised experiences. The challenge is to harness this data to offer a 360° view of the customer, enabling advisers to respond in a precise and personalised way, anticipating needs and recommending the products best suited to each customer.
Customer service as a growth driver
Historically perceived as a cost centre, the challenge for retail is to transform the contact centre into a true profit centre.
How can we do this? By automating simple, repetitive questions (“Are you open tomorrow? What are your opening hours?” for example) using bots. Freed from these tasks, your advisers can devote themselves to missions that directly generate revenue: supporting customers with their purchases, creating closer relationships and offering complementary products
customers in their purchases, create proximity and offer them additional products. Every contact becomes a sales opportunity.
Enhancing the value of your employees
Enhancing the value of retail employees also means providing them with high-performance customer engagement tools, and offering them appropriate digital solutions (CRM, CCaaS, CXaaS, etc.). Well-equipped advisers with ergonomic, unified, assisted and guided tools feel more recognised and are able to create a quality customer experience. This combination of human skills and technological tools becomes a key factor in customer satisfaction and loyalty.
The need for immediacy and availability
Consumers expect immediate answers, accessible 24/7, and on the channel of their choice. They also want to be able to switch from one channel to another without having to repeat their request.
To meet these expectations, companies need to be able to quickly identify the reason for contact and qualify the customer’s needs in order to direct them to the right contact. This ability is all the more important when product catalogs are vast and the reasons for contact numerous. Busy periods, such as sales or the festive season, also generate high volumes of requests. Qualifying and routing requests efficiently becomes essential to guarantee a seamless experience.
Specific needs for each type of retailer
Retail & Specialised chains
For these big names in retail, the major challenge is to unify the experience between the website and the store network. The aim is to manage large volumes of requests while ensuring perfect continuity for the customer, who may, for example, wish to check the availability of a product online before visiting the store.
By automating frequently asked questions, advisers can focus on higher-value advice, which strengthens the customer expreiences and encourages in-store visits.
Luxury and Fashion
In these sectors, the shopping experience must be beyond reproach. The challenge is to transpose the boutique’s excellent service and tailor-made support online.
The customer adviser acts as a brand ambassador. Their detailed knowledge of the customer’s history and preferences enables them to deliver proactive and personalised service, thus prolonging a privileged and exclusive relationship with the brand.
E-commerce players and marketplaces
For these 100% digital players, customer service is often the main point of human contact. The priority is twofold: on the one hand, to intervene at the right moment to advise a visitor and finalise a sale; on the other, to manage with maximum efficiency the large volume of post-purchase requests (delivery, returns).
The performance of logistics and after-sales service is a key factor in building customer loyalty.
Direct-selling brands
These brands build their success on a direct, authentic link with their community. The contact cent is therefore strategic: it embodies the brand’s values and becomes an essential source of information for understanding customer expectations.
Every interaction is an opportunity to gather customer feedback, refine the offer and turn first-time buyers into true ambassadors.
Concrete results for customers using Odigo's Enterprise CCaaS solution
reduction in incoming call volume thanks to automation and self-service
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reduction in average conversation time thanks to better qualification of requests and rapid access to customer information
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fewer call transfers thanks to intelligent routing and automatic request qualification
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improved accessibility thanks to better management of call peaks and better team availability
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Strengthen your relationship with your customers
Odigo Contact Centre
Take advantage of our Cloud contact centre platform: an omnichannel, modular and highly configurable solution for the diversity of retail and e-commerce interactions.
Advisers have a unified view of interactions, across all channels. As a result, they can respond more quickly to requests, and offer customers a seamless experience throughout the buying journey.
AI Orchestrator
Automate simple requests and qualify interactions with artificial intelligence. Your customers can quickly access the information they need, while your advisers focus on more complex requests.
Improve customer satisfaction while optimising operational efficiency. This intelligent orchestration also enables you to absorb peaks in activity, particularly during sales or the festive season.
Outbound
Anticipate your customers’ needs with proactive communications. Keep them informed at key moments in the customer journey: order confirmation, delivery tracking, product availability or promotional offers.
Reduce the volume of incoming requests while boosting customer engagement and satisfaction.
Odigo Extended Contact Centre
Connect your contact centre to field teams when certain requests require the intervention of an in-store adviser or product expert.
Easily transfer interactions to the right contact. Customers can confirm product availability, get personalised advice or be guided through a more complex purchasing process.
CUSTOMER TESTIMONIALS
What makes Odigo unique
A French leader with a strong European presence
Odigo supports its 250+ customers in optimising their customer relationships, helping agents to better manage their interactions and increase efficiency.
A pioneer in customer experience
For 40 years, Odigo has been investing in innovation and cutting-edge technologies: Public and private cloud, artificial intelligence, CRM connectors, QM and WFM.
A single point of contact
Odigo is a software provider, operator, systems integrator and customer experience expert, and will support you from start to finish.
Further information
FAQ
Do you have any questions?
What are the main customer experiences challenges facing retail chains?
Retailers are faced with highly informed, constantly targeted customers who expect a totally seamless shopping experience, with no break between physical and digital channels (often referred to as a “phygital” experience). The challenge is to offer them an experience that is as personalised and efficient online as it is in-store. This means knowing how to manage peaks in activity (sales, holidays), responding instantly to simple, recurring requests (order tracking, product availability) and connecting in-store advisers with customer service teams for unified expertise.
How can a CCaaS platform create a seamless customer journey?
A CCaaS (Contact Centre as a Service) solution like Odigo unifies all points of contact (voice, e-mail, chat, social networks, store) on a single interface. By integrating with the retailer’s CRM, it offers a 360° view of each customer’s history and context. Intelligent routing can then direct the customer to the best interlocutor – whether an expert adviser in the contact centre or a salesperson available in the nearest store – creating a consistent, effortless experience, whatever channel the customer uses.
What role does artificial intelligence play in optimising retail customer experiences?
Artificial intelligence plays a key role in automating low value-added interactions, of which there are many in retail. Voicebots and chatbots can autonomously handle certain frequent requests 24/7, such as “Where’s my order?” or “What are your opening hours?”. This frees up precious time for human advisers, who can then devote themselves to more complex requests requiring personalised advice (pre-sales, dispute management), where their expertise has the greatest impact.
What concrete benefits can a retailer expect from a solution like Odigo?
The benefits of an optimised customer experience are direct and measurable:
- Increased sales: Better pre-sales support and a seamless experience can boost conversion rates.
- Generating in-store traffic: By integrating sales staff into the contact strategy, we can increase traffic at the point of sale.
- Satisfaction and loyalty: Responding quickly and appropriately to customer requests can improve customer satisfaction (CSAT).
- Operational efficiency: Intelligent automation reduces the volume of low-value-added contacts handled by advisers.
Ready to transform your customer relationships?
Find out how Odigo can adapt to your business challenges and organisation.