Retail Vertical

Unified Communications for Retail

Digital Customer Engagement becomes even more relevant in spaces that engage consumers at scale – how are retailers providing a consistent experience across all digital – and traditional – channels? Shopping Experiences Must Evolve As eCommerce giants continue to reshape the consumer experience and millennials now hold the greatest purchasing power, how will retailers adapt?

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

Delivering the best customer experience is critical to maintain viability in a disrupted retail world
0
%
of recipients read SMSs within 3 seconds of being received
0
%
of all pick-up orders originate from phone calls to stores or restaurants
Industry data indicates brick-and-mortar remains critical to success while consumers expect interaction when and where they want it
0
%
of recipients read SMSs within 3 seconds of being received
0
%
of consumers expect companies to respond to and interact with them in real time
WHAT IF?
1

You could utilize data across applications to deliver unique personalized shopping experiences?

2

You could enable your customers to always connect with the right person and the right time, via the right communications channel?

3

You could consolidate an manage your communications infrastructure on one platform while freeing up valuable resources?

Unified Communications FOR RETAIL
Improve Loyalty with Personalized Interaction
Always Connect with Your Customer
Cost-effective Solutions
Free Up Resources
Deploy Quickly and Manage Centrally

TODAY’S RETAIL INDUSTRY COMMUNICATIONS CHALLENGES

TODAY’S RETAIL INDUSTRY COMMUNICATIONS CHALLENGES
IT INVESTMENTS NOT OPTIMIZED
STRUGGLING TO MANAGE MULTIPLE DIGITAL ENGAGEMENT CHANNELS

CloudZen Partners is

focused on helping companies deliver the best shopping experience with voice, SMS, team messaging and more. We know IT decision makers are tasked with helping their company harness the power of the cloud to deploy quickly across thousands of locations, and gain full visibility of their communications activity through powerful real-time analytics and reports and we have the solutions to make it happen.

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

CloudZen Partners enables savvy retail organizations to deliver the best shopping experience across voice, text messaging, video and digital channels while eliminating IT complexity and minimizing store operating costs. Partnering with CloudZen Partners will enable companies to:

Improve Loyalty with Personalized Interactions

UCaaS open platform integrates with virtually any CRM or Service application, limiting customer friction and extracting and enriching customer data to provide uniquely personalized experiences.

Connect to Customers with their Channel of Preference

Shopping experiences are centered on connecting with your customer. With unfied communication, you can ensure your customer will find the right associate, at the right time, through the right channel.

Deploy Quickly and Manage Centrally

Retailers can rely on the power of the cloud and professional services to migrate communications infrastructure in a matter of weeks – not months.

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.

*KPMG Global Retail Trends 2018 https://assets.kpmg.com/ content/dam/kpmg/xx/pdf/2018/03/global-retail-trends-2018.pdf
Need help?
SCHEDULE A DISCOVERY CALL

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

0
%
customer friendly and knowledgeable agents
0
%
Not having to repeat information across channels
0
%
Reach agents via channel of choice

Customer – facing employers’ challenges

0
%
can’t serve customers when coworker collaboration is hard
0
%
Toggle daily between apps to resolve customer issues
0
%
Lack historical customer interaction data
Overcoming the Digital Age Disconnect, RingCentral with CITE Research

Engaged employers + engaged customers
=
business profitability

1. Enlarge your employers

Employers
agree
Customers
experience
employee
experience
Digital transformations prioritize the customers experience – not the employee experience

2. …To improve workflow and customer
engagement

9in10

Employees
agree
Disjointed communications technologies affect workflow and job satisfaction
improve workflow

3. …And increase the bottom line

9in10

Employees
agree
a seamless communications platform that lets them interact with coworkers and customers improves…
employee
experience
employee
happines
company
profitability
employee
experience
employee
happines

Creating Unique Shopping Experiences

Technological and demographic changes are reshaping the shopping experience, with eCommerce giants redefining consumer expectations, and millennials now holding the greatest purchasing power. Voice remains the most powerful channel of communication between retailers and customers, although other channels such as SMS, social and live chat are rising in importance, and reliability is key no matter which means of communication is engaged. This has set retailers on a collision course between the demand for improved technology and the agile nature of the retail business, pushing the need for superior yet flexible communications to the forefront.

Reacting to these trends is critical to success, but the retail space offers some unique challenges to navigate, including:

0
%
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.

0
%
of recipients read an SMS within 3 seconds of it being received¹
Voice remains the most powerful channel of communication between retailers and customers, although other channels such as SMS, social and live chat are rising in importance, and reliability is key no matter which means of communication is engaged.
FREE CONSULTATION

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

1 https://info.dynmark.com/hs-fs/hub/307137/file-650880813-pdf/whitepapers/Intelligence_Review_ Edition2.pdf
2 KPMG Global Retail Trends 2018 https://assets.kpmg.com/content/dam/kpmg/xx/pdf/2018/03/ global-retail-trends-2018.pdf
Privacy Preferences
When you visit our website, it may store information through your browser from specific services, usually in form of cookies. Here you can change your privacy preferences. Please note that blocking some types of cookies may impact your experience on our website and the services we offer.