With the advent of online sites and mobile apps, shoppers are redefining the retail customer experience and how they interact with brands. Brick-and-mortar stores are often seen as show rooms with online sales continuing their upward trend. Regardless of how shoppers interact – whether a call, web chat, email, mobile app or social media, they expect the same level of service as they receive at the physical store.
Eureka interaction analytics can provide the customer insights retailers need to build brand loyalty and deliver a superior customer experience at every touch point across channels and the entire journey. Whether someone is making a purchase on a website, asking a question about a product through email or calling the contact center to complain, analytics can provide a view into the complete customer journey and provide next best action guidance in real time. Analytics can also provide trends data that can uncover issues so they can be resolved before they escalate.