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Produced on August 17, 2017 exclusively for awilliams+test@torpedogroup.com

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Industry: Retail & E-Commerce

Shoppers expect seamless service at every stage, so it's essential that they can get in touch when it suits them - and on their chosen channels. They want to get product links through webchat and seek help via Twitter, not sit on the phone. Omni-channel service seems like a daunting challenge, but an experienced partner can make the transformation simple - and even reduce costs at the same time.

Your Business Priorities

Identifying your business priorities is the first step to identifying areas of improvement that will benefit both your brand and your customers. Whether these involve customer experience directly or not, they can all drive positive transformation.

Once you have found the areas where you can make a change, it's time to consider how they will apply to your brand and the differences they could make to your customers. Do you need to transform to get to where you want to be?

Your Outsourced Services

Outsourcing is no longer just a cost saver - now it is a quality driver, empowering brands to reduce outgoings by streamlining service to shape customer experiences around their preferences as well as your business needs.

Whether you already outsource services, or want to start doing so, it's important to remember that the right outsourcing relationship is always a partnership; one where everyone is equally invested in success.

Integrate Your Solutions

Capable solution design and integration means taking an engineered approach - tailoring suggestions and plans for improvement specifically to every brand, rather than taking a "one-size-fits-all" approach.

1

Digital customer contact

Digital contact allows retailers to shop with their customers, using apps, beacons and online and mobile chat apps. By opening up easy options to stay in touch, you can drive customer loyalty and encourage them to spend more with you.

Data & Analytics Consulting

Data and analytics consulting empowers businesses to offer digital contact options with more insight than ever before. Consulting teams can now identify issues with processes, systems or training, providing actionable insight for improvement.

Technical Consulting

The first step in incorporating digital channels is identifying the ones to prioritise. Then technical consultants can provide guidance on software and implementation, ensuring that there are long term benefits and minimal short term disruption.

Solution Design Consulting

Good solution design helps businesses to offer the right channels for their customer base, with long-term demand management benefits. A consultancy team can pinpoint the best tools for your business needs and advise on non-disruptive implementation.

2

Reduce cost

Savings for retailers can be achieved in multiple ways - bestshoring to reduce location costs, digital channels to lower staffing costs, and data and analytics to identify the issues that lead to repeat contact can all work together or individually.

Data & Analytics Consulting

Insight teams use data to find the right contact options for customers, while customer journey mapping identifies contact patterns and finds ways of lowering demand and improving service. And reduced demand, particularly on voice, means reduced cost.

Technical Consulting

The right technical consulting team will ensure that implementing new solutions leads to long-term savings which more than compensate for initial outlay. For example, investment in digital channels reduces costs while improving customer experience.

Solution Design Consulting

Expert consulting teams can drive constructive cost reduction. Once areas of improvement have been identified, you can lower costs while improving service - by using insight from data and analytics, or working on digital channels, for example.

3

Exploring new customer contact technology

Omni-channel customer service is now an expectation in retail - one that can be met as part of a drive to save costs and increase advocacy by embracing channels like webchat and social media at the same time your customers are.

Data & Analytics Consulting

The benefit of having extensive customer and interaction data available is that you can gather information on the success of new contact technologies in real time. This insight empowers brands to objectively evaluate their value.

Technical Consulting

Trialling new contact technology effectively requires a significant amount of information and insight. Expert consultation is required to identify your business needs and find the right solutions - either off-the-shelf or bespoke tools.

Solution Design Consulting

Solution design consultancy often leads naturally to exploring new contact technologies. The right consultancy team can offer guidance and objective feedback on new tools and processes, and predict how they will impact the customer experience.

4

Customer experience transformation

As customer expectations evolve, retailers need to keep up - and if possible, move ahead. New technology like AI and beacons is driving change across the industry, making transformation essential to standing out from the crowd.

Data & Analytics Consulting

Strategic use of data and insight powers transformation by highlighting the issues that impact customers. Insight teams can then make recommendations on how to improve the customer experience, and often reduce costs at the same time.

Technical Consulting

Without the right technologies, brands cannot offer competitive service across the range of channels that customers expect. Omni-channel solutions and intelligent business tools can be found and tailored to your needs by the right consultancy team.

Solution Design Consulting

Solution design is the starting point for effective transformation. Solutions that are created with the customer in mind, while still respecting client margins and financial targets, are straightforward to implement with the right consulting partner.

Finding the right solutions means investing in expert help; ideally a team that takes a scientific approach. Using the right tools to find the answers your business needs will save a lot of time, energy and trial and error in the future.

Industry Insights

Industry research has demonstrated the advantages of taking a forward-thinking, digital approach, making the most of new technologies as opportunities to efficiently improve the customer and client experience.

At the moment, there is tremendous potential for service transformation to align with changing customer expectations - and they aren't going to stop changing any time soon, so that improvement must leave room for you to keep evolving.

Conclusion

Every brand is different; but the common reality is that a customer-oriented, digitally-focused approach can drive real improvement for clients, customers and teams. Drastic changes are coming in the way that we engage with customers, and how they advocate for us. With that in mind, it's worth considering new options - like digital contact or AI - to explore how they can benefit your business.