Retail customer service solutions
Keep retail customers coming back with extraordinary experiences
Keep retail customers coming back with extraordinary experiences
Connect customer data across journeys to deliver deep personalisation. Use a unified platform to deliver the best possible experiences even during peak seasons and events.
Understand your customers, predict next steps and provide timely support by leveraging artificial intelligence (AI) to build smoother experiences.
Create effortless customer experiences across all channels and systems — all from a single platform.
Analyse journeys to fix customer issues before they appear and deliver the smooth experience that brings customers back.
Connecting every moment across consumer journeys is key to providing great service. Genesys delivers the solutions retail businesses need to respond to evolving expectations — all from a unified platform. Scale and innovate at a moment’s notice without risking your customer experience.
Be ready to serve shoppers via any channel they prefer, and keep them satisfied by going beyond reactive multichannel support.
Use real-time and historical data to predict needs and provide proactive agentless customer support. Meet customers on the channels they love most and with messaging that resonates. Use AI to provide what shoppers need, exactly when they need it.
Your customers want the freedom to navigate their shopping journey on their own terms. Give them the power to contact your brand and find answers on any channel. And let them do it all without having to interact with an agent.
Weave self-service functionality such as WISMO into engagements, recognise when it will be needed and preemptively position it to avoid unnecessary contacts.
Shop, click, collect. Connect these moments across channels with convenience. Use AI to follow journeys, identify needs and engage via preferred channels.
Make it easy to track orders and address issues quickly in a way that’s satisfactory for customer and bottom line alike.
Fostering loyalty means knowing your shoppers. Genesys makes it possible to gather customer behaviour and transactional data across channels so you can understand customer needs and preferences at all parts of the purchase.
Use AI to address issues and offer product suggestions at the best moment for a sale. Connect with your customers proactively beyond the point of sale with automated, personalised offers and engagement.
Consumers have many options, especially online. To maintain sales and foster loyalty, customer service is key. Invest in an AI-first solution that can adapt and scale — without sacrificing experience.
Earn loyal customers for years to come. To meet evolving expectations, brands must deliver personalised, omnichannel experiences. This means connecting data to deliver seamless experiences at scale. Engage customers with these insights no matter how or where they shop.
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There’s a wide range of things that your customer service software should be able to do to help provide better shopping experiences, but here are a few examples:
The importance of customer service can’t be overstated. According to Genesys research, 30% of consumers say they’ve stopped doing business with a company after a negative customer service interaction. Customer service software improves the quality of service, reducing the errors that can lead to losing a customer.
Yes, any retailer can benefit from using customer service software. Enhancing customer service is, if anything, more important to a smaller retailer than a larger one because the cost of losing a customer is so high. And with a smaller support staff, the benefits of AI and automated self-service are amplified, keeping the human agents you do have available ready for the bigger, more complex challenges that require escalation.
One of the most important things that you can do in the training process is to get buy-in from your customer service team. They need to understand that customer service software — and especially its ability to provide self-service options to customers using automation and AI — is a tool to help make their jobs easier, rather than a replacement.
In terms of actually teaching agents how to use the software, your vendor should have a customer success team that can help. Either way, involving agents in the demo and trial process can be helpful, as it gives them time to use the new software while there’s a safety net in place.
