Talkdesk Flexible Shopping Solution Helps Retailers Break Down Channel Silos
Talkdesk Flexible Shopping equips retailers with integrated, cloud-based contact center tools to help streamline curbside pickup, buy online-pickup in store (BOPIS) and appointment shopping communications.
"Creating great customer experiences has always been critical for brands and retailers, but the events of the past year have considerably upped the stakes. Consumers have adopted new ways of interacting with brands they love, and they now expect retailers to meet them where they are in order to provide a frictionless experience," said Charanya Kannan, chief product officer, Talkdesk. "Talkdesk Flexible Shopping offers a better way for retailers to deliver on these expectations, so they can drive loyalty and long-term customer value."
As global retail emerges from the pandemic, consumer preference for cross-channel and omnichannel services such as curbside pickup, BOPIS/click-and-collect and appointment shopping are expected to continue. While these offerings predate the pandemic, shoppers have since become more attached to using them, raising expectations for brands and retailers. The recent Talkdesk ResearchTM report CX Revolution in Retail findings reflect this and other new patterns in retail spending behavior.
Many companies have struggled to deliver seamlessly on these new consumer demands, often saddled with outdated, disparate, on-premises technology not suited for frictionless cross-channel experiences. In fact, Talkdesk Research further shows 62% of CX professionals report that legacy contact center technology limits them from improving customer experience. Exacerbating the situation, 58% of customers say their expectations of customer service are higher than a year ago.
Shannon Colquhoun joins Talkdesk
Talkdesk has also appointed Shannon Colquhoun as vice president, global industry strategy – retail, e-commerce & consumer goods. Shannon comes with over 20 years’ experience working with startups, such as The RealReal and Everlane, and enterprise retailers, including: Sephora, Gap Inc., Macy’s and Lands’ End. Her roles have spanned strategy, operations, people, technology, marketing, sales and consulting. In her new role at Talkdesk, Shannon will lead cross-functional teams to reimagine the role of the contact center along the customer journey, asking how brands can solve friction points, enhance experiences and build long-lasting relationships.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Tuesday, May 18, 2021
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