Multichannel Customer Service Solutions for Retailers

As a retailer, you’re contending with vast amounts of customer, product and service data—spread across the enterprise. With our customer service solutions, the multiple knowledge base “labyrinth” is replaced by a single interface and powerful, unified platform.

Providing streamlined access to multiple sources of customer information. Our ePowerCenter customer relationship management solution simplifies consumer interactions. Through a single, easy-to-use interface, it provides your agents immediate access to relevant data like customer contact details and case history—before the interaction even begins.

Across all communication channels, your agents can instantly view or listen to valuable files attached to a consumer’s interaction record such as letters, faxes, emails, voice mails, screen shots, and call recordings. ePowerCenter can even pull data from multiple back-end systems onto a common screen.

Your agents are no longer taxed with launching and navigating multiple applications (loyalty, ordering, vendor, etc.) in search of the information they need.

Delivering consistent, accurate and timely responses. Our RealDialog knowledge management solution provides your contact center representatives, employees and consumers with fast access to accurate information about your products, policies and brands.

They simply enter a question, and it delivers the precise information they need to answer inquiries and resolve complex issues—all within the CRM system, company website, and/or Intranet portal. No guesswork or excessive searching.

And as a centralized knowledge source for multiple communication channels, RealDialog enables your company to rapidly disseminate updates on product issues, promotions or recalls to all service representatives and self-service channels.

Built-In Savings. How do you measure the impact of resolving information-related challenges for improved speed, quality and efficiency?

The short answer: In dollars saved by shaving seconds, minutes, hours—even days—off of your processes and interactions.

The short version of the long answer: By controlling operational and IT-related expenditures, leveraging existing assets, mitigating risk, minimizing fraud, reducing agent turnover, and keeping your customers happy and loyal.

We believe customer service agents should be equipped to do the job they were hired to do.

Assisting agents in resolving issues. Within the ePowerCenter interface, your agents can easily access helpful, contextual information such as scripted answers, graphic images, and full multimedia files. They can tap into other internal and external applications and databases—such as order, shipping, returns, and loyalty systems—in real time.

This helps them resolve issues and offer valuable information in a fast and personalized manner, without escalating the call or involving other departments.

When integrated with our RealDialog knowledge management solution and agent assist tool, the solution helps agents deliver expert-level service, regardless of their experience. They can simply enter or select a customer’s question, verbatim, and immediately receive an accurate response to deliver. When necessary, they are guided with a series of questions to diagnose and resolve the problem.

Facilitating successful recovery efforts. One of the biggest gripes about customer service is that companies do not empower their agents to fully resolve issues and situations. It’s an easy fix.

ePowerCenter enables you to define and pre-approve compensation types along with follow-up letter/email content for each type of situation. Representatives can extend goodwill and issue cash and non-cash compensation on the spot, as appropriate.

This improves recovery efforts, removes agent guesswork and dramatically reduces your service representatives’ workloads.

This also ensures that all of your follow-up communications are effective, timely, compliant, and consistent to help mitigate risk.

Safeguarding against abuses. Providing your agents authority to issue goodwill doesn’t mean you are open to misuse. Through repeater checking and threshold alerts, our customer service solutions can protect your company from goodwill abuse and fraudulent claims, dramatically improving your profitability. They help manage and monitor customer goodwill programs to determine their success and to protect against excessive loss.

Removing the communications gap between corporate and your stores. Our system enhances service recovery efforts by removing the gap between corporate and local store communications.

A customer complaint can be captured at the contact center—as a recording—and routed in real-time to the appropriate store manager. The manager listens to the feedback as the customer stated it, hearing all of the details surrounding their experience.

With the information they need to personally follow-up with the customer, they are prepared to act quickly. The customer is delighted with this unexpected level of responsiveness.

In the end, your manager establishes goodwill with your customer, the company gains valuable end-to end insight about the interaction, and corporate has protected the brand.

What do you get out of self-service that can only address your most basic questions on a generic level? More importantly, what don’t your customers get?

According to widespread customer satisfaction surveys, one thing is clear: Primitive self-service is working against you, not for you.

Our RealDialog Self-Service solution enables customers to receive a personalized service experience on the Web, 24X7, with an unmatched level of quality. It provides customers instant access to accurate information and answers for inquiries of all levels, improving issue resolution while deflecting calls (and costs) from your contact center. In fact, it can reduce your overall interaction costs by up to 33 percent. 

Personalizing service, engaging users. Through a simple, text/chat-type interface on your website, RealDialog enables your customers to ask questions the way they prefer—in their “natural language.”

The customer service solution interacts like your most knowledgeable live agents, engaging the customer in a “conversation” to ask clarification questions and gather specific details. This could include the location of a store they purchased from, information about a specific vendor’s offerings, or account information.

It applies these details, along with what it learns about the customer throughout the “conversation,” to deliver exceptionally specific and personalized responses. This capability enables RealDialog to resolve complex issues better than any other.

Ensuring accuracy builds trust in Web-based service. RealDialog offers an exceptional accuracy rate of up to 99 percent because it truly understands language and intent, and learns automatically. It even comprehends synonyms, pronouns, slang, and company/product/style specific terms. Its built-in dictionary is easily customized, so you can always add information.

This greatly improves adoption rates to your lower-cost channel, while building satisfaction. And because it is so successful in resolving issues online, customers using RealDialog have reduced inbound email volume by up to 80 percent.

Identifying customer wants, needs and sentiments via Web self-service. There is much value to be gained by understanding consumers’ questions (the products they want, the problems they are experiencing, etc.) through your website.

But with key word and FAQ types of self-service solutions, you don’t know how—or even if—their question was answered, because usage reports only show you a disorganized list of keyword search terms used, or an FAQ “hit rate.”

RealDialog captures, analyzes, and aggregates questions and “conversations,” word-for-word, providing you unfiltered and unbiased insight into the voice of the customer in real time. It groups thousands of visitor questions into meaningful and manageable categories for reporting and continuous improvement. This enables business users to easily review the questions being asked to identify specific needs and opportunities.

You gain visibility into what customers are asking about, the intent behind their questions, and those that remain unanswered. This knowledge improves your search engine marketing, promotions, advertising, and Web content. You get a leg up on competitors with new and targeted offerings.

Delivering a quality IVR experience. For phone-based self-service, we provide integrated voice response (IVR). Our intelligent IVR solution leverages information in ePowerCenter, your customer loyalty databases, and more to personalize interactions and ensure proper call handling and routing.

Our RealDialog customer care solution can improve your online and offline conversion rates by uncovering customers’ needs, delivering well-crafted responses, and creating value around your products and services.

Reducing abandonment by helping visitors find what they need quickly. RealDialog can help your visitors find the specific products and details they’re looking for very quickly—regardless of where they enter your site, or how deep the content resides.

By simply asking a question on any Web page that offers a RealDialog “agent,” visitors access specific content and information they need in mere seconds. This reduces the frustrations that lead to abandonment.

Uncovering and Understanding Customer Needs. Most online self-service solutions fail to increase interest or engagement because they have no way of “understanding” an individual customer’s intent or needs. A customer asks a question, the self-service tool delivers a handful of responses, and then the process starts over again.

With intelligent dialog capabilities, RealDialog can ask specific questions to uncover and understand a customer’s needs, detect buying behavior, deliver targeted messages and guide them to the content and/or products that best address those needs.

It can ask customers about specific features, their account information, objectives and more. It then applies this information to deliver content that boosts interest, confidence and conversions.

Delivering the right messages, content and offers to the right person at the right time. With most self-service solutions, you lack control over when, how and to whom answers are delivered. The responses they receive do not incorporate information about the customer’s situation, their product(s) of interest, their prior questions, or where they are at in the purchasing process. You may inadvertently deliver generic information that leads to abandonment.

RealDialog provides you much greater control over your message delivery. It leverages a customer’s input, the context of their visit, account details, and information on the page they are visiting to determine the best answer, response or offer.

Improving revenue generation online. Much like a trusted sales advisor, RealDialog helps potential customers make better decisions based on their specific needs or situation. This reduces abandonment during the online checkout phase.

For example, RealDialog can deliver responses tailored to eliminate doubt, reinforce the value of a future purchase, and make cross-sell and up-sell suggestions if a visitor has a question.

In addition, it increases brand engagement by delivering specific coupons or track-able offers that increase willingness to purchase online or in the store.

Improving revenue generation in the contact center. When leveraged in the contact center as an agent knowledge base, RealDialog drives new and add-on sales opportunities.

Leveraging information gathered like the reason for the customer’s inquiry, contact details, information stored in the CRM database, and more—RealDialog produces a context-sensitive script. It guides your agent through a conversation with the customer, prompting them with specific questions and responses that take them down the path to purchase. At the right time, they’re automatically prepared to extend a compelling offer for the right products, packages, or services.

Companies with expansive offerings (that would otherwise be impossible manage/memorize) have a means to easily extend sales efforts on a wide scale. In fact, companies that undergo an integration project for this specific purpose expect to benefit from a 25 to 50 percent improvement in up-sell or add-on sales successes.

By providing multiple reporting options for voice of the customer data, our customer care solutions provide an exceptionally valuable source of information to supplement your formal market research efforts…at a far lower cost than market surveys.

ePowerCenter’s sophisticated reporting capabilities allow real-time, actionable customer feedback to be captured, analyzed and quickly distributed across the organization.

Gaining a cross-channel, cross-lifecycle view of customer feedback. RealDialog is an excellent source of cross-channel, cross-lifecycle customer feedback. It captures and analyzes input from the multiple channels (voice, email, Web, and chat) and types of users (prospect, customer, employee, contact center agent, or partner) it is set up to serve. You can view reporting and statistical information for each channel - individually and cumulatively.

Making continuous improvements. Our customer service solutions provide valuable insights from all of your service interactions that can help you identify changes in customer preferences, issues impacting loyalty, and manufacturing partners that are not meeting company standards—all in real time.

This unbiased feedback offers ongoing input for improving the customer experience.

A finger on the pulse of your customers. When you’re equipped to listen to and leverage the voice of the customer, you quickly uncover opportunities where their wants and needs are not being met. You can fine tune marketing, sales, buying, and merchandising efforts accordingly.

From the highly-detailed information captured in our reports, you can develop better messages, execute more successful campaigns, quickly respond to opportunities, and outpace competitors. (Marketers can push refined messaging, content, and links to all touch points in minutes.)

You also have a means to gauge consumer reactions to new products, vendors and promotions early on.

Quickly identifying problems and their root causes. ePowerCenter acts as an early warning system for problems that could lead to undesirable publicity.

When incoming complaints match the specific issue alert threshold established by your organization, the system sends notifications to alert key stakeholders—such as those in quality assurance and legal departments. They can then drill down into the details of reports to identify the root cause of issues, make informed decisions, and resolve problems - before they escalate to an uncontrollable level.

A happy customer is your greatest asset. They buy from you. They will recommend that friends, families, co-workers and neighbors do the same. Within their social networks, their influence has a reach beyond advertising.

Enhancing trust and confidence in your brand. Building trust is largely a formula of consistency over time, and RealDialog helps you earn trust and build satisfaction through your multichannel interactions. This enhances the success rate of your future sales “conversations.”

On top of that, you’ll improve brand reputation and positive word-of-mouth through superior online service and sales experiences.

By moving you past the obstacles to great service, our solutions enable you to reward customers with outstanding experiences and show them that you’re listening. Your representatives have the tools and knowledge to anticipate, identify, and maximize revenue generation opportunities across multiple interaction channels.

Along the way, you’re reducing expenses throughout the service organization, and making profitable decisions in almost every area of the business.