Retail & E-commerce sector
Customer experience, the new growth driver for retail and e-commerce.
Turn every interaction into a memorable, loyalty-building experience.
Customer relations 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 personalized 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 personalized and contextualized experiences. The challenge is to harness this data to offer a 360° view of the customer, enabling advisors to respond in a precise and personalized way, anticipating needs and recommending the products best suited to each customer.
Customer service as a growth driver
Historically perceived as a cost center, the challenge for retail is to transform the contact center into a true profit center.
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 advisors can devote themselves to missions that directly generate revenue: supporting
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 bank employees also means providing them with high-performance customer relations tools, and offering them appropriate digital solutions (CRM, CCaaS, CXaaS, etc.). Well-equipped advisors with ergonomic, unified, assisted and guided tools feel more recognized 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 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 & Specialized 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, advisors can focus on higher-value advice, which strengthens the customer relationship 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 advisor plays the role of ambassador: his precise knowledge of the customer’s history and preferences enables him to offer a proactive and personalized 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 finalize 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 center 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 opinions, 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 reachability thanks to better management of call peaks and better team availability
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Strengthen your relationship with your customers
Odigo Contact Center
Take advantage of our Cloud contact center platform: an omnichannel, modular and highly configurable solution for the diversity of retail and e-commerce interactions.
Advisors 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 advisors focus on more complex requests.
Improve customer satisfaction while optimizing 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 commitment and satisfaction.
Odigo Extended Contact Center
Connect your contact center to field teams when certain requests require the intervention of an in-store advisor or product expert.
Easily transfer interactions to the right contact. Customers can check the availability of an item, get personalized advice or be guided through a more complex purchasing process.
CUSTOMER TESTIMONIALS
What makes Odigo unique
A French leader with a European dimension
Odigo supports its 250+ customers in optimizing their customer relations, 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, WFM.
A single point of contact
Odigo is an operator, editor, integrator and business expert, and will support you from start to finish.
Further information
- Market trends & analysis
- Market trends & analysis, Tips and guides
- Market trends & analysis, Tips and guides
FAQ
Do you have any questions?
What are the main customer relations challenges facing retail chains?
Retailers are faced with highly-informed, over-solicited customers who expect a totally seamless shopping experience, with no break between physical and digital channels (the “phygital”). The challenge is to offer them an experience that is as personalized 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 advisors with customer service teams for unified expertise.
How can a CCaaS platform create a seamless customer journey?
A CCaaS (Contact Center 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 advisor in the contact center 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 optimizing retail customer relations?
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 personalized 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 optimized 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 advisors.
Ready to transform your customer relationships?
Find out how Odigo can adapt to your business challenges and organisation.