The retail industry has undergone major disruptions in recent years, with the pandemic accelerating the shift to ecommerce and forcing retailers to experiment with new digital services. This digital shift has resulted in a drive to improve the customer service experience in a bid to unlock revenue opportunities, improve efficiency and increase customer loyalty.
As the industry emerges from the pandemic, retailers are faced with new pressures from growing inflation, economic uncertainty, and unpredictable changes to consumer behaviour. In this challenging environment, making the most of each customer interaction is crucial for maintaining competitive advantage.
The pathway to providing a remarkable Digital Customer Experience in the Retail world has been a challenging one, with a few quick reasons highlighted:
At Retail Reply, we have the experience and expertise to address these challenges and enhance your customer experience operations to maintain your competitive advantage.
Customer Intents are classified as a standardised versions of customer contact reasons for engaging with the business. This helps create a consistent understanding of the reason why customers seek assistance and helps analyse them across channels and geographies. At Retail Reply, we use these key steps to help our clients achieve Customer Intents Harmonization:
The next step after Customer Intent Harmonization is the Value Analysis & Intent Steering. In this step, Retail Reply segments Customer Intents into 4 key categories, using the Value Irritant (VI) Model. This model emphasises on the strategy to achieve optimal value for both cutomers and business. The model helps classify Customer intents into:
A resultant of intent harmonization intent analysis and steering, is segmented data which needs to be measured for potential impact to business KPIs (Key Performance Indicators). Retail Reply partners with clients to achieve actionable insights using the following 4 steps:
Upon the successful completion of the first 3 steps, businesses can focus on a mix of intent-based opportunities driven by the insights framework to prioritise investments for short-term quick wins and longer-term initiatives to lay the foundations for the future of Customer Experience. Retail reply helps deliver this in an agile manner through the following approach:
Vodafone leveraged Reply to accelerate the development of their digital assistant, TOBi, and demonstrate the value of digital customer contact channels through a data-driven approach.
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