With automation in retail picking fast, cloud telephony is emerging as a hot choice
The Retail industry is evolving and adopting technologies at a faster rate than ever. To meet the higher benchmarks set by e-commerce, the sector has turned its back to the conventional ways of executing business processes. Retail stores have realized the power of automation. Of all the technologies that they are adopting, cloud telephony is has emerged as an innovative technology for the retail industry.
Cloud telephony has assisted the retail sector transform the face of its business call management, and on-call customer service. Apart from this, cloud telephony has also helped retail brands keep an eye on their marketing campaigns, agents’ performance, orders placed on calls, etc. Let’s have a look on how cloud telephony products are resolving the challenges faced by the retail industry.
Saves costs, increases profits
Cloud-based PBX system is aiding businesses save costs and earn more profits by eliminating the need of manual call handling. Hence, it saves labour cost incurred from managing calls. In other words, it saves cost of a human receptionist.
Moreover, capital expenditure for maintaining a PBX server is zero. Setting up a cloud-based PBX system does not require any infrastructural cost or one time heavy investment. Businesses just need to pay their monthly subscription charge as they use the services.
Upgrades customer experience
Besides saving costs, retail outlets have upgraded their customer experience with the help of virtual PBX system. IVR distributes calls automatically to the right staff/agent as per callers’ requirements. This reduces waiting time of the callers significantly and ensures efficient call management even during peak hours.
Furthermore, a virtual number acts as a centralized contact number of a retail chain irrespective of the multiple geographical locations of its outlets. So, it becomes convenient for the callers to contact a retail store for any kind of queries irrespective of the city or state they are located in.
Whether it is ensuring best customer service during peak hours or providing 24*7 after sales service to the customers, all have been made possible with the help of cloud telephony.
Efficiently monitors all customer queries
Features like call recording assist retail businesses keep a proper track of on-call orders and customer complaints. Call logs are automatically maintained along with the respective call recordings, and these can be accessed from anywhere, by any user in the company.
If any confusion arises in terms of order placed, call recording is sufficient to re-confirm the order. Bothering customers again to repeat the placed order definitely sets a poor example. In case, any dispute arises between staff and the consumer, call recordings can act as an evidence to arrive at a quick resolution.
Tracks agents’ performance
One of the major challenges faced by retail stores is to keep a track of performance of all their agents. Call tracking feature helps retail stores keep a track on each individual agent if he/she is answering calls during the working hours, and number of calls
getting missed by a particular agent. Call recordings are used to monitor how agents are interacting with the customers, and handling their queries. This gives better insights about the best performing agents, and staffs who are lacking behind. Call recordings are also used in training new staff and enhance performance of the existing ones.
Takes marketing one notch up
Cloud telephony has made it easy to track ROI of marketing campaigns. Unique virtual numbers are assigned to each individual ad campaign, and incoming calls on each virtual number are tracked. This lets the retail brand know which advertising campaign is bringing more number of calls and most relevant traffic. Hence, it becomes easy to figure out the best advertising campaign and allocate marketing budget accordingly.
Another feature, remarketing, assists retail brands promote the product to their callers through SMS marketing and facebook advertising. It has, thus, become easy to inform customers about peak season sale, any new product, new features introduced, personalized discount offers and so on.
Whether it is ensuring best customer service during peak hours or providing 24*7 after sales service to the customers, all have been made possible with the help of cloud telephony. Although the advantages that cloud telephony provides to the retail industry aren’t limited to these, retail sector is still in the process of reaping its full benefits. Cloud telephony has changed the way retail sector operated and dealt with their customers, and it will be a major weapon to win the war against e-commerce in the years to come.
Ankit Jain is the founder of Voicetree Technologies, a cloud telephony company better known for its products Myoperator and CODAC, which offer automated business solutions.