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Industry: Retail
Retailers are under tremendous pressure to meet the expectations of increasingly demanding customers while reducing costs. Voxeo helps companies worldwide use the latest technology advancements and communication channels to improve the customer experience without eroding profits.
Voxeo’s premises and cloud hosting platforms enable end-to-end solutions for retail contact centers including Unified Self-Service across voice, mobile and social channels.
Example Applications:
Auto-Attendants. Voxeo IVR-based, voice-driven auto-attendant helps ensure calls to main offices and stores are answered promptly and with consistent branding. Customers can connect with the desired party simply by speaking the name of the person, store, or department they want to reach.
Store locators. Retail vendors with multiple locations find that automated store locators with directions and hours of operation free employees to focus on in-store customers while providing self-service access to accurate and timely information via IVR, text, mobile web and even social networks like Twitter.
Order status. Enable customers to check on the status of orders and shipments 24 hours a day, seven days a week.
Gift card management. Provide automated access to gift card balances, enable customers to add value to cards or purchase new cards via IVR, text message or mobile web instead of tying up your agents.
Customer alerts. Use outbound IVR and text to notify customers of product availability with the ability to instantly place an order. Retailers can also text order and shipping confirmations with a link to tracking information as well as deliver personalized promotional offers based on customer buying behaviors and even their physical location.
Customer satisfaction surveys. Retail vendors with a focus on customer service and support excellence use Voxeo to automatically survey customers by phone after purchases. Surveys can be conducted at the end of a telephone interaction or sent at a later time via an outbound IVR call or text message.
Human Resources. Voxeo can also improve internal operations with self-service apps that ease and streamline HR processes, such as providing automated access to schedules, vacation requests, benefits administration, job hotlines and more.
Contact center automation. Retailers are increasingly looking to reduce the cost of customer service and support centers via automation or by moving agents offshore. Voxeo offers multi-channel self-service and end-to-end contact center solutions for cost reductions that even surpass savings from offshore operations.
Inventory and reporting. Retail enterprises leverage Voxeo IVR, text and mobile web apps to remote vendors, stores, and employees to report inventory and sales information 24×7.
Custom IVR and mobile apps. Voxeo makes it easy for enterprise web and telephony developers alike to create custom IVR and multi-channel customer self-service applications for any requirement or project. Developers can get started for free here.
Voxeo solutions enable retailers to improve the customer experience while driving measurable cost savings. The example apps above are just a start. Contact us today about your unique needs.