Unified Communications for Retail
Agility and brand consistency are key drivers of the retail industry
Customer service expectations are high
Shopping experiences must evolve
Voice is the most powerful channel
Agility is a key element of ongoing success
The Brave New World of Retail
of recipients read SMSs within 3 seconds of being received
of all pick-up orders originate from phone calls to stores or restaurants
of recipients read SMSs within 3 seconds of being received
of consumers expect companies to respond to and interact with them in real time
You could utilize data across applications to deliver unique personalized shopping experiences?
You could enable your customers to always connect with the right person and the right time, via the right communications channel?
You could consolidate an manage your communications infrastructure on one platform while freeing up valuable resources?
TODAY’S RETAIL INDUSTRY COMMUNICATIONS CHALLENGES
CloudZen Partners is
Expectations are on the rise. 64% of consumers expect companies to respond to and interact with them in real time.*
Are you struggling with providing personalized experiences, managing multiple digital channels and IT investments that are not optimized?
What if you could personalize shopping experiences while connecting with customers across channels while freeing up IT resources?
Consider CloudZen Partners for Retail: Creating Unique Shopping Experiences
Improve Loyalty with Personalized Interactions
Connect to Customers with their Channel of Preference
Deploy Quickly and Manage Centrally
Cost-effective Solutions Free Up Needed Resources
With CloudZen Partners optimize your IT footprint and transfer those savings to driving innovation – instead of overinvesting in a dial tone.
You can create unique shopping experiences by implementing a “channel-ofchoice” communications platform with agility, reliability, and value.
The connection between employee experience and shopper experience
how broken communications workflow impact customer satisfaction and the bottom line
Engaged employers + engaged customers
=
business profitability
how broken communications workflow impact customer satisfaction and the bottom line
customers’ expectations
customer friendly and knowledgeable agents
Not having to repeat information across channels
Reach agents via channel of choice
Customer – facing employers’ challenges
can’t serve customers when coworker collaboration is hard
Toggle daily between apps to resolve customer issues
Lack historical customer interaction data
Engaged employers + engaged customers
=
business profitability
1. Enlarge your employers
Employers
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Customers
experience
employee
experience
2. …To improve workflow and customer
engagement
9in10
agree
improve workflow
3. …And increase the bottom line
9in10
agree
experience
employeehappines
company
profitability
experience
employeehappines
Creating Unique Shopping Experiences
Reacting to these trends is critical to success, but the retail space offers some unique challenges to navigate, including:
of recipients read an SMS within 3 seconds of it being received¹
How to provide truly personalized experiences that drive brand loyalty.
The key to this challenge is data. Yet many retail companies struggle to capture and measure relevant data to personalize their engagement with customers or adjust staffing appropriately for the best service. Legacy systems offer no visibility into operations — they are often piecemeal and slow, and do not easily integrate to provide rich data collection or analyze it quickly — even as the need for real-time data and response is stronger than ever.
Seamlessly managing a complex environment.
Outfitting and maintaining multiple communication solutions across many teams and locations is a daunting task. Legacy communications systems lack a unified stack, reducing IT to maintenance mode as they manage different vendors and contracts for every channel, plus multiple forms of hardware and licensing at every location. These inefficiencies hinder retail agility and the ability to build unique and seamless experiences that quickly connect customers with the right agent the first time.
Operating on razor-thin profit margins.
Deploying, maintaining and updating equipment across multiple store locations is not only a logistical challenge to providing seamless service, but a fiscal drain as well. An inefficient communications footprint saps capital resources from other IT initiatives that are critical to building innovative, differentiated experiences that modern retail organizations must deliver to compete with the rise of eCommerce.
of recipients read an SMS within 3 seconds of it being received¹
Consistently deliver a unique shopping experience with modern, efficient tools
UCaaS was born in the cloud: purpose-built to perform as a flexible, effective, reliable, and secure global communications network that offers voice, SMS, team messaging and more. Unified Communicatio enables retailers to deliver the best customer experience by providing the ability to:
Always connect with your customer.
UCaaS empowers you to design personalized, optimal experiences across voice, SMS, live chat, and social channels. Adding an Omni-digital strategy to your customer service stack allows agents to quickly engage with consumers across all channels through a single platform, and connect customers with the right expert the first time to drive superior service. This is made possible by business VoIP flexibility to create structured, multiple-layer call menus and rules that efficiently connect consumers to centralized call centers, store associates, call queues, or store locations seamlessly and quickly. In scenarios where in-store personnel is limited, the multi-level IVR can seamlessly offload calls to agents in different locations if there is no need to connect with a local store associate.
Improve loyalty with personalized interactions.
UCaaS gives retailers access to a wealth of communications data, including recordings for sentiment analysis and call logs for CRM and Service Management record enrichment. With RingCentral’s SMS API, retailers can create unique mobile experiences at scale by text-enabling their branch locations’ phone numbers to send and receive not only text but also multimedia (MMS) messages as part of campaign or notification workflows. This deep level of connectivity and scalability allows you to easily and affordably create and execute campaigns that drive store traffic and increase customer engagement, as well as automate processes.
Deploy quickly and manage centrally.
Our large-scale deployment methodology can launch new stores in days, and completely migrate infrastructure to the cloud across thousands of locations in weeks. Management is equally easy: simply connect securely from any location to a self-service portal, via any web browser. Administrators have complete flexibility to make changes to their account, including adding new numbers and users, modifying call handling rules and flows, creating or modifying outbound caller IDs, adding new toll-free numbers and creating new queues, among other options.
Free up desperately needed resources with cost-effective solutions.
Because the UCaaS provider effectively becomes your carrier, your migration to the cloud eliminates complexity from your procurement and vendor management processes, freeing IT to focus on more strategic initiatives. Significant cost savings are also recognized by simplifying vendor management, consolidating voice, SMS, fax, Contact Center and Digital Customer Engagement in a single platform — reducing expenses to a single partner.
Conclusion
Consumers today expect to be effortlessly in touch with their brands on any device, at any time and in any location. Retailers must have a solid strategy that connects their digital touchpoints and in-store activities to create a seamless purchasing journey. Unified Communications enables savvy retail organizations like yours to execute that strategy, delivering the best shopping experience across voice, text messaging, video and digital channels — while eliminating IT complexity and minimizing store operating costs
2 KPMG Global Retail Trends 2018 https://assets.kpmg.com/content/dam/kpmg/xx/pdf/2018/03/ global-retail-trends-2018.pdf