Retailers need to keep their workforce and customers safe amidst today’s challenges—while staying prepared for whatever new ones might come next. That starts with better communication and digital solutions that provide peace of mind when customers and employees do spend time in-store.
As the pandemic began, retailers scrambled to create alternate shopping options for customers. Delivery, curbside pickup, and BOPIS (buy-online-pickup-in-store) became new must-haves for the modern era. But in the rush to implement these systems, many turned to out-of-the-box options that lack flexibility and customization.
Touchless experiences are foundational for a hybrid workforce because these transactions require far fewer in-store staff—customers could call in an order to a remote associate, for example, and then pick it up in-store. But the generic tools many businesses adopted aren’t flexible enough to meet consumers’ growing expectations for personalization, and they aren’t agile enough to empower a hybrid workforce.
To launch a touchless retail experience that lasts, you need an omnichannel approach that revolutionizes traditional contact center and engagement systems. Whether a customer calls, texts, video chats, or emails you—all of those interactions can be unified into one system that enables your staff to deliver top-tier, personalized service every time.
By bringing all of those communication channels together in the cloud, you’re enabling employees to handle customer interactions from anywhere with an internet connection. That’s the flexibility workers are looking for today—and building it is easier than ever.
Take QVC Italy as an example. Amid the COVID-19 pandemic, quarantine orders took place and their teams were forced to stay at home. They were challenged with a legacy contact center that was outdated. The QVC team took decisive action to replace their legacy contact center and migrated over 100 agents to a remote contact center in less than five days. They also added the Whatsapp channel so that their customers could also message them through the popular app.
Their new solution let them rapidly deploy agents who could work from home, all with a single view of a customer’s experience. Their contact center integrates easily with their other systems and gives them the flexibility to add additional changes depending on what their customers want.
Learn more in our latest ebook on delivering a total retail experience, available for download now.