Published on 03/01/2020 in Sectors
The shopping experience doesn’t start or end at the doors of your store anymore. Your customers are online 24/7. They expect a consistent experience in any contact with your physical store, web shop, after-sales service and more.
80% of customers are more likely to purchase from a company that offers personalized experiences
A personalized service increases basket size. Set up a customer interaction center to expand the shopping experience beyond your store. Offer your customers various communication channels to inform and advise them: e-mail, text, chat, video, ...
Be available 24/7 and connect at the right moment.
Mercedes dealer Vereenooghe has 9 garages and has a major focus on customer satisfaction and a personal approach. Because they want the customer facing staff to pay full attention to the visiting customers, calls, appointments and work orders are handled by the Vereenooghe Interactive Center, where all telephony is grouped.
39% of people who complain about a company on social networks are expecting a response within 60 minutes. Still, the average response time is 5 hours
Source: Edison Research
Reach out to your customers through their preferred channel:
Decathlon set up a customer interaction center to stimulate customer relationships. This enables their store staff to pay attention to the customers in-store. Meanwhile, other customers can get expert advice online or by phone. Online assistance enables customers to reach Decathlon anywhere and anyhow they want to.
Virtual Assistant to improve productivity, enhance customer experience and broaden overall service level.