6 Ways A Call Center Can Serve Your Retail Customers
The retail industry is no longer confined to brick-and-mortar retail stores and conventional marketing methodologies. They are now adopting digital platforms and outsourcing customer services to bridge the gap between customer and brand. Since customer experiences and customer satisfaction have become the topmost priority, retail companies are reaching out to the BPO services for better customer engagement.
Stats and facts on retail customer experiences
- According to a Salesforce survey, 80% of retail customers stated that company experience is equally important as its products and services.
- Talkdesk report says 54% of retail CX professionals are experiencing high customer loyalty compared to those who aren’t prioritizing customer support services.
- Alicepos survey report portrays that 90% of customers’ purchasing decisions rely on positive reviews. Whereas 52% of consumers repeat their purchase after having good customer experiences.
The statistical analysis proves how effective a call center for retail marketers can be.
However, there are retailers who are yet to leverage these advantages of an inbound and outbound call center and outsource customer support services.
Check out the key ways a call center can serve your retail customers. This will give you a greater insight into why you need such effective assistance for your retail brand.
6 Ways a BPO can serve your retail customers
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Responding to product-related queries:
Answering product-related queries raised by the retail customers is a key responsibility of the retail BPO agents. However, the knowledgeable agents share their product insights, helping the customers with their queries in no time. Providing accurate, relevant, comprehensive, and fast responses elevates the customer satisfaction level and promote positive customer experiences for your retail brand.
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Resolving order-related issues:
Customers often reach out to the retail brands whenever they have any order-related issues. Issues can include missing items, inability to track orders, problems with transactions, order cancellations, product returns, refund, product exchange, and many more. Resolving all these issues related to transactions and order processing is one of the primary jobs of a retail inbound call center in USA. Further more, the agents track the order placed by the customer, monitor the overall transaction, and address the individual issue properly.
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Run promotional campaigns:
Apart from resolving order-related and transactional problems, running promotional campaigns is another vital job of the retail BPO. The call center agents use an outbound calling strategy to reach out to the targeted customers and promote the products in multiple languages. It is thus worth investing in outbound BPO services in order to get better returns within a short span of time.
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Offering proactive customer outreach:
Customers nowadays expect more personalized and proactive customer services from the brand. A recent study at Weave states that 82% of customers expect immediate responses that in turn trigger high customer experiences. They get attracted to the brands that offer instant responses to queries instead of the brand that keeps them waiting for a long time. And the brands that proactively reach out to customers with a solution to a problem the customers are yet to face, gain better loyalty from their customers.
Proactive customer outreach is not a major concern for a digital-first call center. This is because the digital-first BPOs use emerging technologies and automation solutions to deliver quick responses and generate remarkable results. Since excellent CX is their main objective, they never forget to leverage the automated tools.
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Handling customer complaints:
Dealing with unhappy customers is something that you can’t avoid in a call center. There will always be some customers who have lots of issues and complaints about the customer service. The challenge here is to turn the negative experience into a positive one. So, the retail call center agents take care of these customer complaints. And have a clear interaction with the customer, determine the root cause, and resolve the problem in an efficient.
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Running surveys and generating feedback:
The duties of a call center agent does not end with resolving issues and promoting products. One of the basic yet important responsibilities is running surveys and generating feedback. The retail BPO agents are proficient at running post-purchase survey programs and collecting feedback from the customers. And, they even have the responsibility to follow up with the customers, especially those who are dissatisfied with the service. They make a note of the points that irritate the customers, collaborate with the team, and work on the areas.
Feedback is the best way to gain customer insights into customer service. It helps the retail brands to upgrade their customer service and other offerings to meet the customer requirements and priorities.
Conclusion
Call centers offering retail BPO services perform a plethora of tasks to pacify the customer needs and aid the businesses in gaining a high customer retention rate. They strictly work on preventing customer attrition and help retail businesses make strategies to foster customer loyalty. So, there is no specific reason to say no to these call center partners. As they are ready to work 24/7 to support your customers in all aspects.
