driving service efficiency and customer engagement in retail
TRANSCRIPT
Driving Service Efficiency and Customer Engagement in Retail
Increase Productivity | Manage Resources | Improve Experience | Exceed Expectations
innso.com
Contents
Reclaim the retail advantage ....................................................................................................... 3
Orchestrate an end-to-end retail journey .............................................................................. 4
Nourish the customer relationship ............................................................................................. 5
Enhance operations, elevate the consumer experience ................................................... 6
Conversational ease and customer focus ............................................................................... 7
Innso’s agility: a perfect fit ........................................................................................................... 8
Measurable benefits ....................................................................................................................... 9
"More than three-quarters of customers expect a service representative to be familiar with them, the product, and their service history and information."
McKinsey: Technology and innovation: Building the superhuman agent
After a decade of the Amazon effect—consumers’ momentous shift towards online shopping and digital-first decision making—COVID-19 has prompted retail customers to seek at-distance solutions in greater numbers, with greater urgency, and for a markedly more diverse range of goods and services.
When customers do visit stores, it’s often because of advantages offered over at-distance digital shopping, virtual dressing rooms, and AR demos: wearing, handling, inspecting goods; speaking with expert staff; the convenience and utility of same-day purchase and receipt; an appreciation of brand values expressed in physical form.
Some retail players had been able to shield themselves from digital disruptions ushered in by the fourth industrial revolution.
But now that we’ve witnessed even the most storied retailers devising, developing and deploying CX solutions in a matter of weeks that, in normal circumstances, would have taken years to implement, consumers know that brands can provide them with a far more complete retail
journey, regardless of channel selection. What happens when consumers’ digital expectations accelerate again? Can your existing solution meet these demands? Does it have the elasticity to stretch to your changing business needs?
Voice, chat, SMS, email, social media, intelligent self-service and a free flow of customer data from touchpoint to touchpoint. Omnichannel is no longer the exception, it is the rule of delivering customer experience.
The only way to play by these rules – no matter how the game changes – is with a platform that drives service efficiency and boosts customer engagement. Moreover, it should join all the dots between touchpoints and between customers, contact centers and business operations.
Built from the ground up, the innso platform aligns with customer expectations, manages workload volumes and is a crucial ingredient in delivering a CX that boosts not just your brand, but also your bottom line no matter how your business evolves.
Reclaim the retail advantage through seamless customer experience
Retail Landscape
Unify data and interactions, linking head office, in-store support, logistics, and all contact center operations; unify each customer’s journey with your brand across every touchpoint to realize the returns of an ongoing relationship nurtured across divisions and departmental roles.
As Gartner puts it, “the ability to unify channels for customers and operations is critical to ensuring great customer experience while maintaining operational flexibility.”
Optimize operations and improve performance across metrics — First Contact Resolution (FCR), Customer Satisfaction (CSAT), Customer Effort Score (CES). Drive recurring revenue across all touchpoints, constantly measure the pulse of customer service, and lower cost to serve.
Particularly in a post-pandemic environment, retailers require “more real-time insights on customers as well as a new agile operating model to harness these insights and put them into action,” urges McKinsey.
Such agility is demonstrated by the capacity to deftly allocate resources in response to live conditions and historical data, surface the vital statistics of a customer-focused organization, and benefit from the power and insight delivered by customizable real-time KPI and SLA dashboards.
Automate to reduce call volumes, costs, and customer effort, increase agent productivity and engagement by bringing focus to human-centric activities. Automatically distribute cases and conversations to the most available and qualified agents; use rules, workflows and priorities to assign, put on hold, respond to, escalate and close cases.
Looking for customer service superheroes? “Conversations are most effective when agents can focus on complex interactions”, McKinsey advises. Workflow automation enables you to fully or partially automate customer journeys and reduce the number of interactions or tasks managed by the agents, creating space for a lasting sense of understanding and connection.
Gain a 360° customer view across all channels and integrate third-party APIs, improve customer and employee experience to reduce cost to serve and transform customer service into a source of lifetime engagement, revenue, and profit.
Alignment with customer aspirations and expectations brings transformative butterfly-effect benefits: “By 2025, 40% of customer service organizations will become profit centers by becoming de facto leaders in digital customer engagement”, Gartner predicts.
Nourish an ongoing conversation with consumers, facilitating customer engagement via a unified and conversational platform. Brands must provide “continuous conversation between social networks, chatbots, contact centers and store visits” (Gartner), through “seamless integration of the service capability and the sharing of customer context across channels.”
Orchestrate an end-to-end retail journey using a nimble, powerful platform
Retail Objectives
Nourish the customer relationship with an agile, responsive setup
Customer Story
Subject: Coupon #8436585 Sent by: John Smith
Anna Simons
Oh wow thanks so much :) Happy...
19/01/2021 15:34
2
214-712-309
Thx, I'll pick it up in store
08/01/2021 10:17
2
2
Anna Simons
Anna Simons
Ms
Hello Anna, thanks for helping to keep our 2nd street store location in the condition our customers deserve. As a token of our appreciation, I'd like to offer you a 20% discount on any handbag in the Louise Bluetin range. That's still your favorite, right? And yes, this coupon stacks :)
Oh wow, thanks so much :) Happy Birthday to me - thanks to you!
Anna
Simons
142 Chichester Boulevard
73219
Austin, Texas
214-712-309
1 minute ago
3
ZIP Code:
Connecting Personalizing
Responding
Valuing
Influencing
DeliveringAfter Anna reports the spillage, store assistant Lucy makes casual conversation while they wait for cleaning staff, retrieving Anna’s profile via a mobile CRM interface.
Seeing that it’s Anna’s birthday, Lucy offers a small gift matching Anna’s suggested fashion preferences and current store trends -- a pin featuring the pattern on a scarf she bought three weeks ago.
The event, which Lucy notes on Anna’s CRM profile, is automatically distributed to a Contact Center agent for attention.
Noticing the customer is a VIP, the agent messages Anna with a coupon offering significant discount on a high-end accessory while she is queueing at checkout; prompt action means Anna can use the discount right away should she so choose.
Anna leaves the store knowing that the location and brand values their relationship. Agile CRM architecture meant that Anna’s decision to report the spillage became an opportunity to reinforce that connection.
Anna tells her friends how well the store treated her on her birthday, leaves a high scoring review when Google prompts her to rate the store experience, and posts a positive message to her social media.
Looking for a new outfit on her birthday, Anna is obstructed by an in-store spillage.
Shopping
Voice
EmailForms
Chat
Messaging SMS
Consumers
Field-Sales
Stores
Warehouse
Contact Centers
Retailer’s Tools and systems
Satisfaction surveys sent via Email, Messaging or Chat
Social Media
In-App
Self-Service• Dashboards & KPIs• 360° Customer view• Resources allocation• Touchpoint increase lifetime-value
shape ?
Innso Solutions
Enhance operations, elevate the consumer experience
Provide customers, agents, and retail staff with the channels, conversational options, automations and contextual awareness they need to benefit from a 360° view of the retail journey. With innso, you can connect every piece of your service operations to optimize efficiency when handling customer inquiries.
Subject: Coupon #8436585 Sent by: John Smith
Anna Simons
Oh wow thanks so much :) Happy...
19/01/2021 15:34
2
214-712-309
Thx, I'll pick it up in store
08/01/2021 10:17
2
2
Anna Simons
Anna Simons
Ms
Hello Anna, thanks for helping to keep our 2nd street store location in the condition our customers deserve. As a token of our appreciation, I'd like to offer you a 20% discount on any handbag in the Louise Bluetin range. That's still your favorite, right? And yes, this coupon stacks :)
Oh wow, thanks so much :) Happy Birthday to me - thanks to you!
Anna
Simons
142 Chichester Boulevard
73219
Austin, Texas
214-712-309
1 minute ago
3
ZIP Code:
Innso’s expertise in solutions design, process mapping, deployment, development, and support focuses on creating agile technology that improves the human experience — that of employees, managers, and consumers — and promotes rewarding, ongoing relationships. By easing the employee experience, we bring conversational ease and allow staff to focus on the customer’s journey.
Intelligent automatic work distribution produces radical backlog reduction, seamless cross-channel task management, and control, supervision, and optimization of activities to wow consumers and meet internal targets. Appointment, relationship, and experience management combine with omnichannel knowledge tools for true end-to-end collaboration. Powerfully efficient query resolution pathways and a 360° view of interactions convert touchpoints into a source of consumer satisfaction and recurrent revenue.
An agile, fully omnichannel, expandable modular platform adapts to your evolving needs through a unified, intuitive interface with customizable profiles for customers, retail, and contact center staff.
shape ?
Innso Solutions
Conversational ease and customer focus through a seamlessly unified omnichannel desktopAlan Hartman
Mr.
Alan
Hartman
2096 Canis Heights Drive
CA 90071
213-670-4988
Los AngelesCLOSED
7
OPEN
2
OVERDUE
1
SLA Compliance :
Satisfaction Score :
Innso’s agility: a perfect fit across the diverse retail landscape
Increased Productivity
Reduced Store to Contact
Center calls
-26%
-33%
+32%
+41%
An international home improvement company with 6 million customers, 1,280 stores, and $15.2bn revenue across 10 countries, Kingfisher came to innso during a transformation of French chains Castorama and Brico Depot. Innso’s agile omnichannel platform provided end-to-end customer request treatment, versatile email management, automatic call disposition, and task-to-skill matching. We kept data segregated between the two brands while providing customizable real-time workload controls, KPIs, and live reporting for site managers and the corporate transformation team.
Innso supplied one of the world’s top direct sales organizations with the backbone and connective tissue for its French contact center operation. Vorwerk, which derives most of its multi-billion-dollar annual turnover from vacuum cleaner and kitchen appliance lines, used innso to conquer its email backlog, manage calls, emails, and appointments, and handle escalations and transfers between its contact center BPO and Vorwerk staff teams.
With 20 dealerships across the country, customer expectations demanding a connected experience, and an outdated ticketing system in need of replacement, RRG selected innso to deliver seamless management of email, voice, chat and back office interactions, provide overview, supervision and optimization of contact center activity, and facilitate two-way communication between its contact center and dealership personnel.
One of the big four tire manufacturers, Goodyear added a new B2C component to its traditional B2B model, overlapping ecommerce with garage locations. Innso’s implementation was built to scale with this new line of business, connecting agents, contact center managers, garages, and corporate. Beginning with three contact channels (Calls, Emails, Chat) and single country coverage (Germany) in 2018, innso and Goodyear added a second country (Poland) and two more channels (Back-office, CTI) in 2020, with expansion into the French market scheduled for 2021.
Kingfisher
Kingfisher
Vorwerk
RRG
Client Use Cases
Experience cost to serve reductions, revenue growth, and reputation enhancement through automatic task assignment, powerful back-office efficiencies, skills prioritization, and conversational messaging.
This is software born in the heart of the contact center ecosystem, focused on reducing friction across all surfaces, easing the agent experience, and elevating your brand’s ongoing relational journey with clients, partners, and consumers.
Measurable benefits and example KPIs
+22%
First Call Resolution rate
(Vorwerk)
1 weekAbsorption of a
month’s email backlog (Vorwerk)
48hAverage email response time
attained (Vorwerk)
99%
of cases resolved within the SLA
(Goodyear)
The only operations-centered platform
Client Results
“The better the employee experience ... the more likely you are to deliver great customer experience — and great CX means customer loyalty, enrichment, and advocacy, and, therefore, growth.“
Thomas Husson, VP, Principal Analyst, Forrester
About innso
Contact:[email protected]
Whether configured for brick-and-mortar, e-commerce, direct sales, or hybridized retail operations, the agile and human-centric innso platform delivers end-to-end control, optimization, and supervision of the employee and customer experiences.
Innso was born in the heart of the contact center ecosystem and its use of technology embodies a profoundly human-centric approach.
Expertise in solution design, project management, custom implementation and post-installation support is used to equip managers, agents, and field staff with the means to strengthen connections in every aspect of the business.
We want to help you meet and exceed expectations from customers, service partners, and executive leadership.
At innso, we understand that improving the employee experience elevates the customer experience; improving employee’s tools help them concentrate on improvement for all. That’s why our software is designed to evolve with industry trends. It’s why our platform is built for operations, by operations.
That’s why we help humans talk to humans.
Find us:
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