Retail customer service softwareJim Gompertz2017-08-07T12:13:49+00:00
Retail and distribution
We all know customer satisfaction is key in the Retail Sector but with customer expectations on the rise, it’s not always easy to build brand loyalty. A disgruntled customer may decide to avoid shopping with you again in the future or worse they may shout about the bad experience on Social Media. This can negatively impact your brand so the need for a positive, responsive social, retail customer service software is more important than ever before.
Logicalware works with Retail clients helping to address key issues facing the sector. Our business expertise, consultative approach and intelligent cloud – based software, enhance business processes and improve customer experience.
Common issues facing the sector
It can be costly to meet the customer expectations.
Without productivity reports, planning is hard to do.
Balancing too many tasks can limit your productivity.
Not meeting targets
Are you finding it tough to get duties finished on time?
Lots of manual tasks can impact overall business efficiency.
Agents working from a shared inbox? Bombarded by the volume of customer enquiries during peak periods? Logicalware is here to help. Used by agents across globe, our software solution is making shared inbox frustrations a thing of the past. Typically used by agents who receive more than 50 customer interactions per day, it’s perfect if there’s a large volume of enquiries that need to be redistributed internally. It works by intelligently converting customer enquiries into tickets. These enquiries can be from a variety of channels, (emails/web forms etc.) By assigning each ticket with a unique identifier, Logicalware enables staff to track and monitor the progress of each query and better manage their Proof of Delivery issues.
Marketing and Communications departments worried over the look, tone and feel of some of the messaging that is being delivered to customers? With our template feature, you can add in as little or as many pre-written templates as your organisation requires. Let Marketing pre-approve your messaging in advance and be safe in the knowledge that your agents are fully equipped to provide consistent, accurate and timely replies.
Pressure to meet Service Level Agreements or having team resourcing issues? When staff are working from a shared inbox it can very quickly become unmanageable, making tracking and reporting impossible. Senior Managers may ask for reports on customer service productivity and this can ring alarm bells for Team Managers. With no real way of measuring this, normally an element of guess work is used. Ultimately, this can lead to wrong decisions being made in areas such as staff resourcing. Logicalware helps by providing an intelligent reporting function which can measure staff and team productivity. It can show the volume of work completed daily and the average time spent per task.
Worried that your internal email system is vulnerable? We make data more secure. With the Logicalware cloud-based email management system, you can be rest assured that all your data is backed up and stored securely and that any emails from your servers to ours are fully encrypted with our SSL Certificates, if enabled. We also help eliminate spam emails that could be a threat to your systems.
Our low cost solution can save a retailers money by automating and streamlining processes that take up valuable admin time. With a more productive workforce cost savings can be seen in as little as 3 months and resourcing is made easier.
We all know what Black Friday and Christmas sales are like. There is an upsurge in customer enquiries and then there are the dreaded returns. If you aren’t using communication management software then this process can become a nightmare. Luckily, Logicalware can help you manage your multi-channel customer communications more effectively.
The impact we make
We improve productivity
Better workflow. Enhanced service delivery.
Streamlined processes. Reduced admin time, great for peak periods.
Automated responses. Queries like store opening hours dealt with without staff intervention.
We transform reporting
Perfomance measurement. Improved resource planning with data on activity and average time spent per task.
Better data. Increased deadline delivery and better staff productivity.
We increase deadline delivery
Strategy improvement. With more data, it is easier to predict trends.
More tracking. More efficient workforce, optimised to achieve targets.
Improved response times. Improved CX.
Schedule a chat with our Retail Sector specialist.
To request a demo, enquire about a custom integration or to discuss our consultative services – drop us a line!