The explosive growth of the Internet and ecommerce has transformed the Retail industry. One of the most important predictors of retail sales used to be geographical location. While location is still important for personal relationships, the Internet has reduced its importance and has simultaneously increased the importance of the complete customer experience—whether that experience is provided by a website or a customer service representative at a contact center. Retail transactions can now be completed over the phone or online rather than face-to-face at a local store, and the competition is just a mouse-click away. An industry founded on personal relationships has changed into a highly competitive marketplace with empowered and knowledgeable customers.
UTOPY solutions provide the valuable insight you need to grow revenue and your customer base in such a dynamic industry while simultaneously minimizing contact center costs.
With UTOPY solutions, the Retail industry can answer questions like:
- What type of information are your customers lacking through your self-service channels?
- What are competitors offering to lure your customers away?
- What do your customers think of doing business with you? How satisfied are they with how well your company serves them?
- What will it take to keep the business of your highest profile customers?
- Are any customers at risk? How can you keep them?
UTOPY solutions have been deployed to:
- Identify gaps in information provided through self-service channels, thus improving self-service completion ratios
- Better understand customer issues with products or services
- Determine factors that impact churn and identify at-risk customers before they leave
- Improve campaign effectiveness and marketing strategies
- Identify areas of dissatisfaction that increase call volume, while improving operations so as to reduce cost
- Finding sales best practices for contact center agents
- Determine who key competitors are and what they are offering
Because UTOPY has developed a Retail industry-specific knowledge base, you’re able to benefit from the work we’ve already done with leading Retail companies. The end result is that you can improve contact center performance and the customer experience immediately, and achieve return-on-investment extremely rapidly.
"Their ability to uncover a previously untapped customer voice that can help drive retention and satisfaction combined with their ability to help optimize operational performance means that speech analytics should no longer be viewed as a luxury item but an important component of an optimally run contact center."
