Excellent customer experience is the cornerstone of a successful retail business. Retail isn’t just about selling products anymore, it’s about building relationships and fostering loyalty among your customers. 

Apart from your in-store or online experience, few things hold as much sway in shaping the customer experience as much as your customer support channels do. Phone calls, chat messages, and email exchanges are all pivotal channels for connection. 

In this article, we talk about ways that a contact centre partner can support you in delivering an exceptional customer experience to your end customers. 

Managing fluctuating call volumes 

No other industry is subject to the ebbs and flows of customer demand than retail. While these spikes in demand are generally good problems to have, they can also put a strain on your in-house operations. 

An outsourced contact centre partner allows businesses to scale resources up or down dynamically in response to fluctuations or demand. Whether it’s ramping up staffing levels during peak periods or adjusting resources during quieter times, scalability ensures that customer enquiries are handled promptly, minimising wait times, and enhancing satisfaction. 

Working together with a partner is strategic as it allows you to meet customers’ demands without the stress of hiring and training more full-time employees and the cost of having them on standby. 

In return, your customers don’t have to suffer through long wait times and your business can accept more orders and handle more enquiries – a win-win for everyone. 

24-seven availability 

Something every retailer knows by heart – the modern customer operates not by typical business hours, but to their own schedule. Delivering an exceptional customer experience then becomes a commitment that goes beyond the usual 9 to 5. 

Imagine late at night when a customer encounters an issue with their recent purchase. The traditional route was to have customers wait until the next business day for assistance. Then there is the more proactive approach where customers can conveniently reach out to your business via live chat support and get responses in real-time. 

The former breeds frustration and dissatisfaction, while the latter is the hallmark of an exceptional customer experience. Here, the choice is pretty clear. And in situations like these, there is much to be gained from having a partner who can expertly engage with your customers 24/7. 

A 24/7 contact centre can take over your customer support duties by ensuring prompt, uninterrupted support around the clock and by making your communication lines more accessible across multiple touchpoints. Whether it’s handling enquiries via live chat or placing an order through a call, you are assured an outsourced team is always ready on-call to meet your customers’ needs. 

More hands make light work. And in the hands of a trusted partner, your customers are never left hanging. 

Multi-channel support 

Having multiple channels of support is one way to boost the customer experience. But it’s just the tip of the iceberg. Multichannel support is really about consistent, positive customer experiences wherever those interactions take place. 

Whether customers interact with you via call, email, or chat, they expect to receive the same high-quality, seamless experiences. This can be a tall order. 

To take some of that workload off your plate, you can turn to a contact centre for help. Integrating with your CRM, they can help provide seamless multichannel experiences by allowing customers to initiate a conversation on one platform, then conveniently let them switch to another without having to redo the process. Agents can easily pick up where the conversation left off, saving time for your customers and your business. 

Seamless experiences like this not only free up more valuable time, but also leave a lasting impression on customers. 

Choose a contact centre partner that makes your customer the hero of your story 

It takes a village to deliver the best experiences to your customers. That’s why having the right partner by your side is a game-changer. 

Let Alltel help boost your customers’ retail experiences with 24/7 contact centre solutions. As an extension of your team, we take the time to know you, your business, and your customers. 

Book a discovery session online or call us anytime via 1300 255 835 (1300 ALLTEL).