Retailers are failing to meet consumer demand for increased convenience while shopping with mobile devices, according to new research from Accenture.
Accenture conducted two pieces of research: the Accenture Adaptive Retail report, which surveyed more than 10,000 consumers across 13 countries; and a separate benchmarking study that evaluated a global sample of 162 retailers in 10 countries across multiple industries.
Smart shopping with smart phones
The consumer survey found that the number of consumers shopping "on the go," with mobile devices, grew 10 percent in the past year, from 36 percent of consumers in 2014 to 40 percent in 2015. Not surprisingly, the number of shoppers who want more retail services via mobile devices, particularly real-time in-store promotions, also grew this past year, to 47 percent, up from 40 percent in last year’s survey. However, only seven percent of retailers said they currently have the ability to send real-time promotions.
Furthermore, while nearly one-third (32 percent) of shoppers want to be able to scan products in-store using their mobile devices – up from 27 percent in 2014 – only 17 percent of retailers provide scanning capabilities. At the same time, 42 percent of shoppers want to receive automatic credit for coupons and discounts via their mobile phones – up from 35 percent last year – yet only 16 percent of retailers have the capability to automatically credit coupons.
"Retailers must make every effort to improve their mobile commerce capabilities and keep up with consumers expectations," said Patricia Walker, senior managing director in Accenture’s Products practice and the company’s North America Retail Practice lead. "To be an adaptive retailer, the experience needs to be seamless experience for consumers who expect mobile devices to ease the shopping experience, both online and in-store."
While retailers are adapting to the increase in consumer demand for improved mobile capabilities, with the vast majority offering smartphone-optimized websites (93 percent) and tablet-optimized websites (89 percent), they are not doing enough: the research found that only 58 percent of retailers offer smartphone apps with purchase capabilities.
Meeting Expectations (or Not)
Despite inconsistent mobile capabilities, overall, shoppers feel that retailers meet the majority of their expectations, according to the Accenture research. However, while 67 percent of shoppers were satisfied with store environment and product quality, only 52 percent were happy with interaction with staff and delivery, and 51 percent with web environment and returns.
The Adaptive Retail benchmark assessed retailers in terms of nearly 200 dimensions that evaluated their performance across six key metrics: consistent experience; connected shopping; flexible fulfilment; personalized interaction; integrated merchandising; and a better, faster, memorable experience. Among the findings:
• Only one percent of retailers provide their sales staff with tablets allowing them to easily access the personal history of customers while they shop in-store.
• Sixty-eight percent of retailers have knowledgeable staff who can give detailed product information.
• When it comes to delivery, 56 percent of retailers have next-day delivery capabilities, 11 percent offer same-day, 49 percent can schedule delivery on a specific day, 57 percent allow consumers to return online orders to the physical store and 39 percent have click & collect capabilities.
"This year’s survey confirms that retailers have begun to adapt to the evolving needs of their customers. However, the challenge they face is investing in building the important digital elements of their channel strategy while remaining focused on driving profits which in many cases is still primarily driven by stores. Retailers need to understand however, that they are actually involved in a race that will likely accelerate as consumers continually seek more value, greater convenience, and better customer experience across all channels," said Walker.
Accenture’s research also showed a nearly 60 percent increase in the number of shoppers who want the ability to order out-of-stock products when shopping in-store – 27 percent, up from 17 percent in 2014. Some retailers are already meeting that expectation, with almost half (46 percent) employing store staff who can order out-of-stock items for customers; however, only nine percent have in-store kiosks for customers to place those orders.
"Visibility across channels is becoming more important to consumers globally," Walker continued. "Our research found that the number of consumers who want the ability to check product availability online prior to visiting a store almost doubled this past year, to 49 percent, up from 27 percent in 2014. However, less than one-third of retailers – just 28 percent – offer this capability. Retailers must begin to look at their businesses from the consumer’s perspective and place digital at the very core of the customer experience if they want to succeed."
‘Creepy’ vs. ‘Cool’ Customer Experiences
Despite the desire for the ultimate personalized experience, shoppers still have reservations about some retailer capabilities related to mobile use. The Accenture research found that 75 percent of shoppers believe that a retailer’s ability to automatically adjust the price of items for loyalty points and other discounts is a ‘cool’ offering, whereas six percent consider such ability ‘creepy.’
Interestingly, 41 percent of shoppers think that having sales associates who know the items in their online wish list or shopping basket is ‘creepy,’ compared with 29 percent who view it as ‘cool’. However, 45 percent of shoppers said that a retail website that automatically tailors to "who I am, what I like and what I have previously purchased" is ‘cool.’
While more than half (56 percent) of shoppers see promotional offers as ‘cool’, 41 percent think that receiving recommendations based on social media is ‘creepy.’ More than half of shoppers (55 percent) want websites optimized for mobile devices, while 16 percent consider that ‘creepy’.
Accenture’s benchmark of retailers across the globe found that some retailers are taking measures to get to know their customers better in order to provide more personalized experiences:
• Seventy-one percent of retailers have loyalty programs;
• Twenty-two percent of retailers allow shoppers to create profiles of likes and dislikes;
• Forty-one percent of retailers allow shoppers to specify marketing preferences;
• Ten percent of retailers try to collect name, address, e-mail and phone number in store; and,
• Eighty-eight percent of retailers allow shoppers to access Facebook (or local equivalent) via their website.
Differing Shopper Lifestyles Across the Globe
The Accenture Adaptive Retail report found that several companies have a significant impact on consumers’ lifestyles across the globe. Google (57 percent) and Facebook (41 percent) are the top two companies with the largest impact on shoppers, followed by Apple, Netflix and Uber, who did not have as much of an impact globally. This varies by geography – in the U.S., Amazon was listed as the top influencer (59 percent) followed by Google (56 percent), while the UK, France and Japan ranked Google first (50 percent, 46 percent, 40 percent, respectively), followed by Amazon (40 percent, 36 percent, 40 percent, respectively). Meanwhile, China-based consumers (74 percent) are more largely impacted by social (weibo), followed by Alibaba (72 percent).
Accenture conducted an online survey of 10,096 consumers in Brazil, Canada, China, France, Germany, Italy, Japan, Mexico, South Africa, Spain, Sweden, the United Kingdom and the United States who have shopped both online and in stores during the last three months of 2015. Sourced from panel data, survey respondents were vetted by ESOMAR, which adheres to strict international guidelines for market research. The sample of shoppers came from seven equally weighted sectors: apparel; consumer electronics; department stores; discount, mass, and hypermarket stores; grocery stores; drug stores; and home improvement outlets. The survey represents respondents in terms of gender, generation, household income level and place of residence. The survey screened all shoppers for regular Internet and smartphone use and has a 95 percent confidence level with a margin of error of plus or minus 1 percent.
Laura Collins, Editorial Management
Published: Monday, January 18, 2016
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
PH: +603 5569 9816
|3.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
|5.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
|6.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|7.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.
Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.
This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
Microsoft Teams Contact Centre
Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
PH: 01789 387900
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.
|16.)||Intelligent Contacts, Inc|
Intelligent Contact Center Suite
The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing.
Key ROI metrics:
• 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls
• Answering Machine Detection rates averaging 85-92%
• Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery.
• 100% TCPA-compliant auto dialer platform
• Unlimited line capacity and instant scalability
• Call recording and data storage (included)
• No agent s...
PH: 1 800 214-7490
|17.)||Lieber & Associates|
Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
Increase the efficiency of your agents and generate a higher volume of effective calls saving time and money.
How it Works
With Megadialer you can choose the most appropriate dialling method for your campaign: previous or predictive.
Easy to Use Interface: Modify campaigns to suit your business
Customizable Campaigns: Numerous modules that will make your management easierl
Real-Time Analytics: Control all processes in the MegaDialer interface in real-time
All our rates include:
Instant Call Reports
Call Layout after Completion
Your Own Caller ID
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511
Award winning Genesys PureCloud Contact Centre. A leader in the magic quadrant.Recognised by Gartner, Forrester and Frost and Sullivan. Secure and Reliable. True omnichannel- voice, chat, email, social and messaging.Includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimization, analytics,
MyCallCloud has 79,600+ Hours In Contact Center Software Up-time and is made of caring professionals with 60+ years of experience. If you need robust, stable, and user-friendly hosted (or premise) Cloud Contact Center Solutions, give us a call.
We provide ongoing consulting to assist clients to more effectively manage Inbound, Outbound and Blended calling with their on-site -or- remote staff. Integration solutions are many and are provided at low, or at no cost when on-boarding. Multi-channel, cutting-edge contact center solutions such as SMS, IVR message blasting (with Text-to-Speech), FB messaging, and other services such as No-Dial (voicemail delivery to cell phones without rin...
PH: (888) 663-0760