Realise retail success with extraordinary customer experiences

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Earn loyalty and wallet share with easy, personalised shopping

Meet customer demands no matter where they are, when they shop or which channel they prefer to use. Collect and connect data across the shopper lifecycle to deliver deep personalisation. Use a unified platform to deliver the best possible retail experiences — even during peak seasons and large sales events.

With Genesys, you can orchestrate unique, omnichannel brand experiences at scale. Win customer loyalty with memorable engagement across your online and physical shopping channels.

Connect the customer journey with scalable retail support

Personalise shopping experiences

Understand your customers, predict next steps and provide timely support. Engage shoppers using real-time and historical data to make them feel understood. Seamlessly adjust messaging and offers based on buyer behavior.

Give reps one unified platform

Happy associates deliver great customer service. An all-in-one engagement platform gives agents the insights they need. Create effortless customer experiences across all channels — from one platform.

Earn loyal, repeat customers

Give customers easy and convenient shopping experiences that fit their lifestyles. Solve customer issues quickly and offer contextual promotions. Increase average order value and drive lasting loyalty.

Push your customer experience beyond the shopping cart

Retailers must navigate more channels, time zones and preferences than ever before. Connecting every moment across consumer journeys is the key to providing leading service. Genesys delivers the solutions retail businesses need to respond to shoppers’ demands and evolving expectations — all from a unified platform. Scale and innovate at a moment’s notice without risking your customer experience.

Predict your customers’ needs

Be ready to serve shoppers via social media, messaging apps, phone, email and more. And keep them satisfied by going beyond reactive multichannel support.

Use real-time and historical data to predict needs and provide proactive customer support. Meet customers on the channels they love most and with messaging that resonates. Use artificial intelligence (AI) to provide what shoppers need, exactly when they need it.

Engage shoppers on their terms

Your customers want the freedom to navigate their shopping journey on their own terms. Give them the power to contact your brand, make payments and find answers on any channel. And let them do it all without having to interact with an agent.

Consumers can access order updates with self-service tools, lessening WISMO call centre interactions. Focus on higher-priority agent interactions — and watch FCR and customer satisfaction rise.

Fulfill orders and expectations across all channels

Shop, click, collect. Connect these moments across channels with convenience and transparency. Use AI to follow journeys, identify needs and engage via customers’ preferred channels.

Make it easy to track order status, whether it’s a contactless delivery or curbside pickup. Address any issues quickly, in a way all parties feel good about. Full visibility makes it easier to resolve returns, refunds, replacements and complaints.

Drive customer satisfaction — and your bottom line

Fostering lifelong loyalty means knowing your shoppers. Genesys makes it possible to gather interaction data across channels. Use this data to understand customer needs and interaction preferences.

Address issues and offer product suggestions at the best moment for a sale. Extend your brand beyond the point of sale with personalised offers and engagement. Enable shoppers to become repeat customers — and lifelong brand advocates.

Traditionally, a project of this size, with over 1,000 complex requirements, would take years to accomplish. By choosing the best combination of technology platform and integration partner, we achieved it in record time.

Ian Mahoney

Head of Delivery Services

Marks & Spencer

Read the story

We have to care more than anyone else and be exceptional in terms of how we make the customer feel so they want to come back and buy from us time and again.

David Atherton

Director of Customer Experience

AO.com

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Deliver omnichannel experiences with retail customer service solutions

Consumers have unlimited options, especially when making purchases online. To keep sales steady and foster loyalty, good customer service is key. Invest in a solution with digital capabilities that adapt and scale — without sacrificing customer experience.

Artificial Intelligence (AI)

Drive personalised experiences at scale with Genesys AI.

Self-service

Equip your customers with the self-service tools they crave.

Call centre software

Make it easy to contact you via their preferred channel.

Predictive web engagement

Know who’s visiting your site and help guide their journey.

Chatbots

Engage your customers with AI-powered bots when it matters most.

Voicebots

Automate your voice channel with natural language enabled bots.

Workforce engagement

Attract the best talent and create better employee experiences.

Digital sales and service automation

Lower costs and create better customer experiences across channels.

Customer journey management

Engineer customer experience over time and across channels

Reporting and analytics

Get the insights you need to create more targeted experiences.

Automated routing

Route to the right agent every time with the power of AI.

Social media

Engage customers on the platforms they already use.

See all our capabilities

Trusted by leading retailers around the world

Put excellent customer service at the front of your retail and eCommerce selling strategy.

Resources

The Future of Customer Experience in Retail

The implications for retailers of the changes in the last 12 months and how they can prepare themselves for the future.

Get insights

Improving online retail with predictive engagement

It’s time to level up your customers’ digital experiences.

Read the blog

Contact Babel report: UK Contact Centre Verticals, Retail

Get the latest industry insights, trends and benchmarks.

See the report

Big Ideas for Retail: 9 Key CX Trends

How organisations in the industry can act and respond effectively to current changes.

Learn more

Reimagine your retail customer service software

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 they shop — on your website or in your retail store.

Thank you for your interest.

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.