London, UK, June 7, 2022 -- Talkdesk(R), Inc., a global cloud contact centre provider for customer-obsessed companies, introduced Talkdesk Retail Experience Cloud™, an AI-powered customer service solution specifically made for retailers. The platform unifies the customer journey across physical and digital channels to help brands meet customers wherever they are. Pre-configured retail workflows and scripts ensure value is added to every conversation, while "retail fluent," pre-trained AI accelerates speed to resolution.
Talkdesk Research™ underscores the strategic, growth-driving role of customer service in retail. Recent global surveys show that the ability to resolve customer service issues on first contact has become the number one driver of customer loyalty. Other studies show that 72% of shoppers say their preferred channel varies by context, and 86% of retail CX leaders say customer relationship growth will be an agent KPI within the next few years. Designed based on extensive industry research and expertise, Talkdesk Retail Experience Cloud offers a broad range of benefits for retailers, their customers, and their workforces.
"The art of good retailing has never been more challenging. The number of exceptions requiring customer service is increasing and becoming more complex. Some customers prefer speaking to a live person, others want to chat, video, email, or text when they need assistance," said Steve Rowen, managing partner, Retail Systems Research. "Retailers must meet their customers where they are when it comes to customer service, and technologies like the Talkdesk Retail Experience Cloud enable them to do so."
"As a global leader in next generation CX, we pride ourselves in supporting retailers worldwide with the best CX talent, digital tools, and consultative services," said Paulo Silva, senior vice president of client solutions, Alorica. "The Talkdesk Retail Experience Cloud will be instrumental for us in continuing to serve our customers with the best technology available."
"Few people contact customer service because they’re happy, yet every service interaction should result in happy customers. This means every conversation is an opportunity to take customers on a happy path," said Shannon Flanagan, vice president of retail and consumer goods, Talkdesk. "With Talkdesk Retail Experience Cloud, retailers can easily create that journey – whether that’s providing self-service options that actually work, equipping service associates with tools to deepen customer relationships, or using the gold mine of customer service data to ensure an exceptional experience."
Posted by Veronica Silva Cusi, news correspondent
Talkdesk 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.
Published: Thursday, June 9, 2022
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