Retail & Digital Commerce
Omnichannel retail success.
In retail, an exceptional customer experience is crucial. Let us help you foster brand loyalty, boost CSAT, and increase sales conversions and profitability.
The challenge.
For businesses in the retail industry, choosing the right partner to handle customer support, issue resolution, sales support and more is crucial. It’s no wonder many retailers often face challenges with a typical service provider.
Unique Business Needs
Seeing that the retail industry is a commodity service, most service providers with their one-size-fits-all solutions will fall flat in creating a memorable customer experience that differentiates you from competitors.
Employee Experience Matters
Typical service providers place profit above the wellbeing of employees which can lead to high turnover and lack of experience or tenure among agents. Lack of engagement with their employer and poor preparation for their roles can lead to a damaging brand experience for your business.
Better Service Leads to Better Sales
Customers that face many obstacles with purchasing or issues with service have lower brand affinity, and are less willing to continue purchasing your product or service.
The ACT advantage.
For retail businesses, a strategic partnership can turn customers into brand advocates. At ACT, we go beyond the call to build genuine customer relationships, becoming your brand guardian and solving customer issues quickly.
Total Experience
Customer experience is more than an agent interaction with a consumer. A business must optimize the many touchpoints across a spectrum of experience channels – digital experience (DX), user experience (UX), employee experience (EX) – across all channels, for an integrated multichannel experience (MX). Our custom solutions take all aspects of experience into account to create the best, holistic brand interaction.
We Empower Our Employees
We place employee experience at the center of our customer experience strategy. We know from experience – and third-party research - that an employee who feels good about their job is more likely to have better customer interactions too. As a 100% employee-owned company, our employees’ motivation is uniquely aligned with our client's success. When they create value for your business, they benefit directly themselves.
Qualified Agents
To ensure our agents speak confidently and naturally without sounding scripted, we thoroughly train them to have deep experience and expertise in the specifics of your company, your market, and your customers’ needs.
Driven & Committed
We are performance scorecard driven - we measure our leadership upon the effectiveness of our agents in meeting your objectives. Our site leadership does not have responsibility for P&L, which keeps them focused on driving performance and aligning with client vision, KPIs, and success.
Transparent at All Stages
We provide deep analytics and reporting on a constellation of KPIs, and we make those accessible to our clients. Our customers have firsthand visibility into each call, as well as performance trends, to examine performance at the individual level and over time.
Service offerings.
ACT enables retail clients to deliver successful total experience and increased sales conversions.
Customer Care
Our experienced agents will ensure they deliver the right solution, solve any issues with urgency and empathy, and discover opportunities to upsell value-added services for your clients.
Outbound Sales & Inbound Sales
Leverage our proven excellence in outbound and inbound sales to scale up your brand or service.
Omnichannel Communications
We enable your customers to engage with your brand in whatever channel they prefer; be it SMS, email, chat, social, or voice.
New Customer Onboarding
From the very first interaction, we will educate and evangelize the benefits and services your brand offers to your customers.
Social Media Management
We will interact and engage your brand with customers on the platforms they actively use to build stronger brand affinity and engagement.
Success stories
from industry leaders in retail.
As a consumer electronics retailer and service provider, our store employees were often prevented from closing a sale if a customer required in-depth technical support. ACT identified the trend before we were even aware of it, and developed a custom application to help triage disruptive issues to a dedicated care team, increasing sales conversions for both store staff and support agents. The solution resulted in a 30% increase in sales and significant improvements in our Net Promoter Score.