RETAIL

Understand retail customer expectations across every channel

Today’s customers expect omnichannel experiences. Conversation analytics ensures brands can provide the level of service shoppers expect, regardless of how they interact – at physical stores, over call, web chat, email, mobile app, or social media – by understanding every conversation, anywhere.

Build brand loyalty

Deliver the best customer experiences, whether someone is making a purchase in-person or online, asking a question through email, or calling the contact center.

Improve agent and sales associate behavior

Discover patterns across all interactions to help brand representatives – from contact agents to on-floor personnel – to improve behavior and outcomes with customers.

Simplify processes, including the path to purchase

Understand and resolve issues in real time at every touchpoint in the customer journey to make processes, such as purchases or returns, more efficient.

Learn more about our platform

Retail and ecommerce companies can now

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Map customer journey and improve experiences

Meet changing customer experiences by tapping into customer insights across ecommerce, mobile apps, and email, which retailers deal with in greater proportion than an average US business.

  • Identify and predict customer issues to offer proactive solutions and quick resolutions
  • Leverage omnichannel analytics to maintain conversation context as a customer moves across channels
  • Use voice of the customer intelligence to understand customer intent, emotions and satisfaction

Learn more about our Analyze product

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Improve sales, loyalty and margins

The shift to digital marketplace means customer service is often the only direct contact between the shopper and the brand. With conversation analytics, retailers can more effectively improve performance inside and outside the contact center.

  • Deliver real-time feedback to customer service representatives, including next-best-action guidance for cross- and up-selling opportunities
  • Understand how customers are responding to recent campaigns, enabling marketing leaders to make adjustments and improvements
  • Capture customer insights around specific products to improve and inform future product enhancements and development

Learn more about our Alert product

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Save money and improve productivity

Contact centers remain an important business element for retailers, helping customers locate a product in stock, make a return, and more. Conversation analytics makes those functions more efficient and productive.

  • Reduce call inefficiencies, such as silence, call transfers and repeat callers Deliver performance feedback directly to agents to improve in-the-moment outcomes and performance over time
  • Stay PCI compliant with automated audio and transcript redaction of credit card, address and other sensitive information

Learn more about our Coach product