Customer experience in the retail industry
In retail, customer loyalty is your greatest competitive advantage. Loyal customers are invaluable to brands like yours – they spend more, refer others and are far more cost-effective to retain than acquiring new customers. But retail never stands still, and consumer behaviors are continually shifting. The race is on to please consumers, and the only way to cross the finish line first is by offering customers what they want, how they want it and when they want it.
+80
retail clients supported
+20K
agents supporting retail customers
40
NPS
45
delivery countries
Be the one-stop shop your customers need
The roadmap to digital experiences
59%
of retailers are using technologies such as AI and ML to improve CX
(Source)
Retail needs an AI-fueled strategy
Innovative technologies are transforming how retailers connect with customers and operate behind the scenes. From machine learning and natural language processing to AI, AR, VR and CV, today’s tech isn’t just buzzworthy, it’s business-critical. The right tools make every interaction smarter and every experience smoother, online or in-store.
How we help
- Unique playbooks ensure our solutions deliver for your business from day one, thanks to our expertise in the retail services industry
- Data-driven roadmaps lead to measurable results supported by our skills and leadership in consumer analytics
- Strong omnichannel solutions offer more ways to connect, including 24/7 voice and non-voice capabilities and chatbots
Consumers expect frictionless experiences
59%
of customers are willing to pay more if they knew they would receive great customer service
(Source)
Elevate your entire retail journey
While customers expect interactions to be seamless, each individual has their own definition of a positive experience. Long-term loyalty is reliant on knowing your customers, but behavioral patterns are constantly evolving.
That’s why understanding your customers is key — it allows you to keep pace with changing preferences and create more consumer-centric experiences. And in today’s market, some level of personalization is expected.
How we help
- Analytics including voice of the customer programs identify consumer groups and their preferences
- Voice and non-voice capabilities deliver customer-centric experiences, including email, live chat and social media solutions
- Innovative technology ensures your CX is never left to chance, including prompting the next best action
Retention and loyalty are reliant on satisfaction
53%
of bad customer experiences result in customers cutting spend
(Source)
Strong CX = higher spend + greater loyalty
The more satisfied your customers, the more likely they are to return, and loyal customers tend to spend more than regular customers and are more likely to buy new products.
By establishing a strong omnichannel strategy and collecting and analyzing data, you can identify trends and predict purchasing patterns to gain a solid understanding of how CX delivery drives loyalty.
How we help
- Data-driven omnichannel management that drives customer satisfaction and reduces operational costs
- Monitor 100% of consumer contacts across voice and non-voice channels to boost satisfaction
- Leaders in analytics, AI and automation, Foundever® can make your data work for you
CX insights
Related Certifications
Rethink your retail CX with Foundever®
As consumer expectations evolve, their willingness to leave a brand with a poor CX grows. Best-in-class retail experiences are determined by your understanding of your customer base and their relationship with your brand, guided by tech-powered frictionless experiences with a strong omnichannel strategy.
+800
brands partner with Foundever
+60
languages supported
9M
customer experiences supported daily
150K
associates across the globe
Types of services or lines of business
Customer service
- Acquisition
- Account/billing inquiry
- Returns and refunds
- Shopping cart
- Retention and loyalty programs
- Consumer rentals
- Complaint/issue resolution
- Chat and email support
- Pre- and post-sales assistance
Sales program
- Inbound phone B2C and B2B sales
- Outbound phone sales
- Winback/save retention
- Cross-sell and upsell
- Chat and email support
- Technical support
Additional services
- Collections
- Payments
- E-commerce
- Item processing