Retailers Unify Their Experience with Unified Communications

by Jun 20, 20208x8, Blog, Content, Provider Content0 comments

8x8 retail campaign touch 1 infographic - Consumers know what they want, and control when they buy Retailers either get the experience right or lose the customer Updating your technology increases efficiency and customer experience alike 97% of consumers feel valued by a company when their query is dealt with properly on the first call.5 60% of shoppers go directly to the product they are looking for when visiting a brand’s website or mobile app.3 82% of customers stop doing business with a company after a bad experience.4 To learn more, visit us at 8x8.com/retail 67% of retailers believe outdated technology systems cripple their ability to compete.8 Firms that combine contact center and business communications see 3 times greater improvement customer satisfaction and 2.4 times increase in revenue growth rate.9 67% 97% 3x 2.4x Put IT fears to rest with lower costs & easier administration across thousands of stores. Leveled-up by enhancing flexibility and data-driven insights. Found a made-to-order solution that reduced complexity & delivered 3-month return on investment. Drove better results with 35% monthly savings & improved customer insight & experience. Served up improved experiences by increased reliability & reducing costs 35% from previous VoIP provider. 60% 92% percent of first-time visitors to a website do not intend to make a purchase.3 Consumers are not just savvy, they’re practically experts Five retailers show the way to smarter communications Learn how they lowered costs while improving productivity and the customer experience While brick & mortar is still king, blending “phygital” is working 91% of retail sales still occur at physical locations.6 68% of consumers were satisfied with their experiences when ordering what they needed online and then picking those purchases up in-store.7 78% of online shoppers leverage other consumer opinions and reviews in their research.2 88% of consumers pre-research online before making a purchase either online or in-store.1 One system of engagement drives tangible business outcomes Adaptability Complexity 92% 78% 91% 68% 88% 82% Reliability Costs ROI = 3 months Complexity Revenue Costs Flexibility Insight 1PYMTS.com, “Consumers Are Increasingly Researching Purchases Online”, Jan 2018. 2Digitas LBI, Connected Commerce, Aug 2016. 3Episerver, Reimagining Commerce report, 2016. 4Mary Meeker, Internet Trends Report 2017. 58x8 UK Customer Survey, 2016. 6US Dept of Commerce, Feb 2018. 7PYMTS.com, “Consumers Are Increasingly Researching Purchases Online”, January 9, 2018. 8Daisygroup.com, IT Pain Points In Retail, 2016. 9Aberdeen, 2017
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Retailers Unify
Their Experience
with Unified
Communications

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8x8 retail campaign touch 3 - blog - For more information, call 1.877.837.8422 or visit vertical.com Fast Facts Retailers Unify Their Experience with Unified Communications By Russ Chadinha The New Wave of Personalization Yes, there are a few remaining retailers who offer this elite level of personalized service (like high-end retailer Barney’s, and some small boutique shops — if you visit them often enough). But largely, over the last couple of decades this concept has faded from the in-store shopping experience. The industry has pivoted from personalized to optimized, with a focus on efficiency and revenue per square foot (which often means fewer associates.) And, for a variety of reasons we’ll leave for another discussion, most of these changes have been necessary and positive. In today’s environment, it’s time to adjust one more time. Personalization has resurfaced in digital. And consumers are not only onboard with it, they’re willing to help create a better experience. In Accenture’s recent Pulse Check 2018 study, 83% of consumers said they were willing to share data in order to get a personalized experience, and a whopping 91% are more likely to shop with a brand that provides personalized offers and recommendations based on their shopping history. In addition, 48% of consumers stated that they have abandoned a retailer’s site due to poor curation of products, that is, not personalized enough. Imagine you walked into a store today and the first associate you spoke with not only knew your name, but also remembered the last time you were there and the products you purchased. Imagine that during today’s visit the associate also was able to recommend complementary products in your price range. “Impossible!” you say? Go back a few decades and you’ll find this was the retail experience. You went to the same store on a regular basis, and the same sales associate who had built a relationship with you during previous visits would provide personalized recommendations based on remembering what you like, how much you spend, and which new products are in your style. It’s true! Now, personalization does have its limits, namely where curation ends and creepiness begins. Around 40% of consumers stated they don’t like getting a text when they walk in or even walk by a store. Another 17% don’t like personalization because they didn’t knowingly share information with the retailer. Yet, as personalization becomes more commonplace, the majority of consumers are expected to warm up to it. 74% of consumers said they’d even be willing to adjust their profiles with brands to get more relevant offers and product recommendations. Imagine you walked into a store today and the first associate you spoke with not only knew your name, but also remembered the last time you were there and the products you purchased.

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Provider: 8×8

Category: Blog Post

Title: Retailers Unify Their Experience with Unified
Communications

Telemitra’s Overview

8×8, Inc. believes in fostering relationships between associate and customer, and that providing a personalized set of retail recommendations based on a consumer’s preferences is significant for the foundation of a successful retail relationship. Today, in-store shopping experiences have allowed for relationships to fade between customers and associates, causing for less significance to be placed on retail communications. Personalized communications has shifted to optimized communications, with society’s focus heavily laid upon efficiency and revenue. 8×8, Inc. acknowledges what consumers continue to favor: relevant offers, product recommendations, and a two-sided, mutually unified retail relationship. By collecting, prioritizing, and understanding the data in the context of the customer journey, retail businesses will benefit greatly. 8×8, Inc. values aligning resources with activity, aligning inventory with demand, and enhancing support for customers from contact centers and business communications.

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