Customer experience for retail and e-commerce
Retail CX is evolving — convenience is king. With 71% of retail consumers dictating their brand loyalty, retail brands need to focus on CX to build their customer base. 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
30%
of consumers use +3 channels to communicate with companies
E-commerce is constantly redefining the retail sector, taking a greater share of the total market each year — 53% of consumers believe the online retail experience is superior, and 76% say convenience is the biggest benefit of online retail.
And online reputation is key to building a customer base — 62% of consumers agree that social media influences their brand choices. For both brick-and-mortar and online shops, success means finding more digital ways of connecting with consumers.
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
Consumers expect frictionless experiences42%
of consumers would pay more for a superior experience
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.
Understanding your audience is key to creating more consumer-centric experiences. Our research shows 60% of consumers expect some level of personalization as standard.
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
Retention and loyalty are reliant on satisfactionLoyalty
program support
CX solutions that result in increased sales, fewer returns and greater customer loyalty
The more satisfied your customers, the more likely they are to return, and loyal customers tend to spend 31% more than regular customers and are 50% 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
Related Certifications
Transform 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, tech-powered frictionless experiences and a strong omnichannel strategy.
+750
brands partner with Foundever
+60
languages supported
9M
customer experiences supported daily
170K
associates across the globe
Types of services or lines of business
Customer service
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
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
Additional services- Collections
- Payments
- E-commerce
- Item processing