Retail or retail trade is a highly competitive sphere. There are many stores offering similar goods and services, leading to a continuous struggle for the audience. Slow answers and delayed solutions to customer problems wipe out loyalty. Revenue is directly influenced by how convenient it is to contact a company and how fast requests are processed by the support.
A chat center is one of the ways to solve these problems. It will make it possible to quickly process customer requests, provide up-to-date information on goods and services, and increase customer loyalty through fast and high-quality service.
When it is necessary to cope with a high flow of requests and improve the quality of communication, omnichannel support will be the best solution.
One of the ways to decrease support workload is to connect messengers, such as WhatsApp, Telegram, and Viber. In addition to the basic functionality, we recommend the following options:
- Write first. It is useful to send feedback on requests to customers, for example, if a person addresses the support to turn in a low-quality product and leaves their contact phone number. When the company makes a decision, the customer will receive a message on the upcoming refund in their messenger.
- Quality scores. It allows supervisors to monitor support employees, identify mistakes at an early stage, and promptly eliminate them.
What results can be achieved with Chat2Desk:
- Introduce user-friendly communication channels. Now visitors can ask any questions about the work of retail outlets, products, and loyalty program faster and receive answers in their messengers.
- Receive more feedback and improve service quality by eliminating weaknesses.
- Reduce operator response waiting time to 30–50 seconds.
- Increase messenger traffic by five times compared to a similar period. The number of new customers in offline outlets can grow five times.
Other Chat2Desk tools that can be useful in Retail:
- Self-service menu. It reduces customer support workload, sorts customer requests, and resolves about a quarter of incoming requests.
- Tags. They are used to segment the base and enable a more precise targeting, for example, through mass messaging by various categories.
Read our case study of the Karusel retail chain to find out how the largest FMCG retail players have found new ways of receiving feedback from customers using messengers and increased the number of new customers by five times.
