[24]7 - retail omnichannel customer experience

To maintain competitive advantage,

retailers must adopt an omnichannel

approach, leveraging Big Data and

prediction to provide a personalized

and intuitive customer experience.



The markets for retail brands are highly competitive and include numerous domestic and foreign

companies with doing battle with specialty retail stores, direct mail catalogs and e-commerce websites.

The competitive challenges

facing brands include:

• Anticipate and respond to

changing consumer

demands.

• Maintain favorable brand

recognition and achieve

end consumer perception

of value.

• Grow customer loyalty.

• Encourage brand

enthusiasm.


Retailers are struggling with the pace at which the multichannel world is moving. Just when

most retailers thought they had a handle on delivering on their multichannel strategies, along

comes omnichannel and a whole new set of challenges.

74% Of consumers use at least three

channels for customer service-related

issues


In Store

Mobile

Chat

Online

Social Media Voice


OMNICHANNEL Predictive experiences across channels, devices,

locations, and time.

The ability to provide a continuous, connected experience for your customers that maintains context across multiple channels regardless of if they’re connected via online, chat, or voice and even when the customer changes channels mid conversation.

MULTICHANNEL The ability to sell your products and support your

customers through multiple channels such as online, chat, voice and brick and mortar storefronts.

Customers view multiple

touch points as part of the

same brand acting

independently. Interactions

are siloed.

Customers experience a

brand and not a channel

within a brand. Interactions

are contextual, continuous

and connected.


KNOW WHO I AM AND UNDERSTAND WHAT I NEED

MAKE MY EXPERIENCE CONTINUOUS, CONSISTENT AND CONTEXTUAL.

ALLOW TRANSITIONING SEAMLESSLY BETWEEN ALL THE CHANNELS.

PROVIDE THE SAME LEVEL OF SERVICE ACROSS ALL YOUR CHANNELS.

I want my retail brands to…


In the omnichannel world, customers will visit

your store… ❶


… research products/ brands online ❷


…ask friends their opinion about

products/brands via social media. ❸


…purchase via their mobile ❹


…and share purchase on social media ❺


17

Big Data

Omnichannel

Focused on Outcomes and

Personalization

Connected, Continuous, Contextual Predictive Experiences are all about the customer

journey Anticipate customer’s intent in real-time / engage them when, where and how

they want / keep context persistent

Engineered outcomes propel more profitable

growth Use big data to drive sales, advocacy, loyalty ->through predictive analytics

and real-time decisioning

Learning engine powered by big data makes

customer experiences more intuitive and agents

more effective Use big data to drive sales, advocacy, loyalty ->through predictive analytics

and real-time decisioning


LOCATION

•Lives near a brand outlet for a well known retail chain for consumer electronics & durables.

PROFILE

•Registered customer both in-store and on ecommerce website.

IN STORE HISTORY

•Bought a product from the store last month.

CALL HISTORY

•Called regarding buying a TV last week.

WEB HISTORY

•Browsing information about and alternating between brands, visited comparison page.

TRIGGER

•An intelligent chat session was offered while browsing on retail brand website.

Meet Jill

PREDICT & ANTICIPATE

• Predict preferred brand and anticipate request/question and proactively offer suggestions and solutions.

MAINTAIN CONTINUITY ACROSS CHANNELS

• Hand hold shopper to a successful outcome using her smartphone.

COMBINE SPEECH, SCREEN & TOUCH TO DELIVER AN INTUITIVE & IMMERSIVE EXPERIENCE

• Chat agent can send interactive content to caller’s smartphone to simplify experience.

IMPROVE SALES CONVERSIONS

• Provide personalized product options/ recommendations based on buying preference and persona.

REAL TIME LEARNING

• Learn from interactions in real time so that future experiences are constantly improving.


TRIGGER

Based on Jill’s behavior, an intelligent chat session can

be offered while she is browsing on retail brand

website.

BIG DATA &

PREDICTIVE

ANALYTICS

MODEL CUSTOMER JOURNEY ACROSS MULTIPLE CHANNELS

Retailer can utilize Mobile Location, Customer Profile, In-Store Transaction History, Phone/Web History combined with buying experiences from others who had displayed similar behavior to

deliver best-in-class omnichannel customer experience.


When retailers fail to provide a quality customer

experience, customers can become frustrated and

take their business elsewhere.

5 1

(In a recent survey conducted by [24]7, more than half of respondents said they felt frustrated when companies do not know who they are or

what their issue is, despite having interacted with that company via another channel previously.)


Prediction through Big Data

makes each interaction personal, simple and

effective.

Seamless experience across channels – any

screen, anywhere, anytime.

Fast deployment

SaaS enterprise self-service cloud proven with

highest volume Fortune 100 clients.

Immediate ROI

Business results from Day 1 after launch –

measurable, attributable, verifiable.

Learn more about the [24]7 solutions by emailing us at

[email protected].

[24]7 makes omnichannel customer

service and sales simple.

About [24]7

[24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. [24]7’s platform enables an omnichannel interaction experience connecting customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com.

You can reach us at [email protected].

[24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.

22 ©2013 24/7 Customer, Inc. All rights reserved..

http://www.247-inc.com/



www.247-inc.com


[24]7 - retail omnichannel customer experience

Marketing

customer experiences

customer loyalty

customer profile

registered customer

intuitive customer experience

class omnichannel customer

model customer journey

retail brand website