Jacada for Retail
Retailers know that their customers expect the same level of service with every interaction. To positively impact retailers’ bottom lines, each interaction must feel, to the customer, as personal and satisfying as a positive in-store experience or the excitement of browsing the latest catalog. That’s why leading retailers like Lillian Vernon and KarstadtQuelle have turned to Jacada.
The contact center is an extension of the retailer's brand, and CSRs (customers service representatives, agents, associates or advocates) are essentially brand managers for the retailer. Customers interact with agents in a number of ways whether they are making online purchases, requesting phone sales or upgrades, seeking support and maintenance or inquiring about product registration and activation. Their experience must be as positive and consistent with the contact center as if they had walked into a physical store or were reading a glossy catalog.
From an operational perspective, the contact center must keep costs in line with overall retail revenues. CSRs often operate in both a sales and support role and need to access multiple systems, including inventory, billing, shipping, etc. Jacada unified desktop solutions bridge these often-disparate applications together, streamlining the call flow process and cutting the time required by both CSR and customer. Agent churn is reduced which results in more experienced CSRs staying in their jobs longer and performing more efficiently and effectively. And, most importantly, the CSR satisfaction will be translated to the customer, yielding more return sales, less defection and overall happier customers.
Why Jacada Solutions for the Retail Contact Center
- Identify and enable more up-sell opportunities
- Facilitate training and on-boarding of seasonal staff
- Reduce cost of customer service operations
- Display all customer data into a single, "intelligent" view
- Provide a consistent experience to customers
- Mike Muoio, CEO,