Shannon Flanagan, VP of Global Industry Strategy, Retail and Consumer GoodsTalkdesk, one of the major architects of this new paradigm in the contact center space, is helping retail organizations embrace the new gold standard of ‘effortless CX’ in the customer service workflow.
The company believes that foresighted brands need to exceed the current practice of CX, and the first steps are to understand the customer friction points, unify all customer interactions, and automate simple use cases. Agents are often unable to quickly resolve customer queries as they are busy switching between multiple windows and searching for the relevant product, purchase, and customer information in various systems. Talkdesk helps with their AI-powered, out-of-the-box customer service platform, which is specifically made for retailers to drive brand loyalty and customer lifetime value across digital and physical channels.
Seamless Resolution for Every Query
Among the company’s retail-focused solutions, Talkdesk’s Agent Assist particularly stands out for its ability to support frontline CX agents in addressing customer requirements with ease. The personalized, conversational AI assistant establishes a seamless connection between different retail solutions and facilitates automated information collection from multiple data sources.
“Our solution goes beyond just automated assistance and provides agents with contextual recommendations and next-best-actions during live calls and digital chat interactions with customers with the goal of putting a smile on the customer’s face. With access to relevant knowledge bases, including CRM and e-commerce platforms, it can instantly procure the required customer insights and help agents conduct fruitful conversations with customers and expedite the resolution,” says Shannon Flanagan, VP of global industry strategy, retail and consumer goods, Talkdesk.
Even after the agent-customer interaction, the solution automatically adds the new data to the customer’s profile, saving agents the effort of doing it manually.
Meeting the Customers in their Preferred Channels
In the era of unified commerce, Talkdesk believes that retail contact center prerequisites should also be able to connect with customers on their preferred social channels. While a majority of Gen Z might prefer video over audio, most millennials might prefer text. Until now, retailers have neglected the target demographics data to identify their preferred channels of communication. Talkdesk, through its Retail Experience Cloud, utilizes this data to create a unified view of all its customers, including their preferred channels of communication, which can be used by retail CX agents to connect with the customers. The pre-configured retail workflows and communication scripts on the platform add value to every conversation, facilitating the industry’s best customer engagement rates.
The capabilities of Talkdesk’s solutions are currently leveraged by leading retail brands across the globe. The purpose-built tools provided by the company are enabling them to deliver a holistic and seamless customer experience journey, imprinting a positive brand image in customers’ minds and building an ecosystem where they are compelled to return.
Scripting CX Success Stories and Revolutionizing Contact Center Industry
Talkdesk’s competencies are illustrated by a recent instance when it helped the leading global luxury fashion platform, Farfetch, to revamp its customer service capabilities. When Farfetch was at the pre-IPO stage in 2015, it was facing multiple service and quality issues with its contact center, which resulted in an unpleasant experience for both customers and agents. They faced various hurdles during expansion and had difficulty aligning their contact center processes with the compliance requirements of different countries. They needed a robust and scalable contact center solution to solve their immediate needs and adapt to their growing business.
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Our solution goes beyond just automated assistance and provides agents with contextual recommendations and next-best-actions during live calls and digital chat interactions with customers with the goal of putting a smile on the customer’s face
Talkdesk was the solution that met all their requirements. Talkdesk’s team functioned as an extension of Farfetch throughout the implementation and deployment of their platform, working hand-in-hand with the client to facilitate seamless change management. Talkdesk reviewed the existing roadblocks and implemented a customized solution, which significantly improved their customer service and enhanced customer retention.
Farfetch’s agents are now able to solve customer issues faster and get more time to upsell, leading to increased revenue. The ease in agent workflow has enhanced agent engagement and garnered an approval rating of 98 percent, which in turn, has boosted customer satisfaction by 25 percent. On average, Farfetch’s service level agreements (SLAs) have improved by 6 to 10 percent, and resolution times have reduced by 50 percent. Most impressively, Farfetch has achieved cost efficiencies of over 40 percent. Farfetch is now growing and expanding with confidence regardless of the country they are operating in. The 24/7 support delivered by Talkdesk allows them to focus on delivering better service without worrying about the technical elements of the solution.
Talkdesk is continuing on its path of innovation, propelled by numerous such success stories. The company’s revolutionary role in revamping customer service has helped them garner multiple accolades and secure a satisfaction score of 96 out of 100. Its innovation streak took a giant leap in the last 24 months, with Talkdesk launching over 40 new solutions and registering 25 technology patents.
Talkdesk takes customer service seriously. They do so by always being aware and cognizant of the industry trends. They also demonstrate gratitude to all their partners, whether suppliers or clients. They believe in being human and treating others the same way. All these attributes help Talkdesk to go beyond the boundaries of what is expected. The company’s ‘do as you preach’ attitude reflects its commitment to ensure that organizations everywhere are able to deliver an enhanced customer experience through any channel.
