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News : Talkdesk Flexible Shopping Solution Helps Retailers Break Down Channel Silos

#contactcenterworld, @talkdesk

San Francisco, CA, USA, May, 2021 -- Talkdesk(R), Inc., a global customer experience provider for customer-obsessed companies, launched Talkdesk Flexible Shopping – an end-to-end customer experience solution designed to help retailers and brands ready their contact centers to support post-pandemic shopper expectations.

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."

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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Many companies have struggled to deliver seamlessly on these new consumer demands, often saddled with outdated, disparate, on-premises technology not suited for frictionless cross-channel experiences.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.

#contactcenterworld, @talkdesk

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Talkdesk:
Company LogoTalkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
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Today's Tip of the Day - Listen

Read today's tip or listen to it on podcast.

Published: Tuesday, May 18, 2021

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2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
 

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