By Kelly Weinhold on June 18th, 2013 | No Comments »
In 2013, customers expect to have easy access to information from retailers – whether that is product information, customer service or incentives. In turn, businesses are presented with an opportunity to provide a personalized customer experience, increase engagement and ultimately, gain greater brand loyalty. So how do retailers capitalize on this? The answer is in your back pocket, literally: smartphones.
With 155.1 million people in the U.S. using smartphones, retailers that don’t take advantage of engaging with shoppers through their iPhones or Androids are missing out. And as it turns out, mobile may encourage consumers to spend more than their favorite shopping buddy. According to the Google Shopper Marketing Council, 79 percent of smartphone owners are smartphone shoppers and 1 in 3 shoppers are more likely to use their smartphone to find information instead of asking a store employee. The study also found that shoppers using their smartphones for:
- Price comparison (53 percent)
- Finding offers and promotions (39 percent)
- Finding locations of other stores (36 percent)
- Finding hours (35 percent)
In many cases, customers are more likely to seek further info on a product by pulling out their smartphone as they are to scour the aisles for a sales assistant to ask. If a customer is at her favorite clothing store, for example, and can’t easily find a sales assistant, they’re likely to turn to the retailer’s mobile app. To ensure a positive customer experience and Click here to read more »
By Dave Rennyson on June 12th, 2013 | No Comments »
It’s been an exciting past few months here at Genesys. Following our Angel acquisition and the pending acquisition of SoundBite, it is clear Genesys is rapidly expanding its cloud solution offerings. Today, we are proud to announce the launch of Genesys Cloud, a whole new division of Genesys that moves the industry’s broadest set of customer engagement services into the cloud. As more companies worldwide have turned to the cloud for enterprise applications, many customer engagement solution providers have been slow to adopt a comprehensive cloud strategy. With this launch, we are able to address the varying customer engagement needs of companies of all sizes.
Genesys Cloud brings together two new offers: Platform On-Demand and Solutions On-Demand. Our Platform On-Demand offering delivers the full capabilities of the Genesys platform, an extraordinarily powerful customer experience management suite that has been the popular choice of many of America’s largest companies as an on-premise solution. Additionally, Platform On-Demand allows for either a cloud-only or a hybrid deployment model. A hybrid deployment provides the flexibility to integrate with existing on-premise Genesys or multi-vendor environments, allowing customers to migrate to the cloud at their own pace.
At Angel, we built a compelling and disruptive cloud solution which is the backbone of the Solutions On-Demand offering. Solutions On-Demand enables business or departmental users to get up and running a flexible and scalable contact center quickly supporting up to 150 agents and with unlimited IVR ports. It also provides advanced business intelligence analytics to optimize the customer experience, and includes a wide range of industry solutions for Financial Services, Healthcare, High Technology, Media and Entertainment, Pharmaceutical, Retail, Telecommunications, Travel and Hospitality, and Utilities companies.
Genesys solutions from the cloud are also Click here to read more »
By Don Keane on June 11th, 2013 | No Comments »
With the combination of online shopping growing at a much faster rate than in-store retail and the demand for an omnichannel experience (the ability to buy online, return in-store, or vice-versa) increasing in popularity with consumers, traditional retailers are faced with a greater challenge to maintain customer loyalty than in previous years. What’s more, the ability to easily find a digital discount is no more than a search engine click away, making it more difficult for retailers to retain consumers’ business. So, amidst all of these challenges, what’s a business to do? Deliver the best customer service possible.
While this may be easier said than done, advancements in customer experience technology can help make the goal of total customer satisfaction more realistic than ever. For example, Angel’s hosted IVR and call center solutions empower retailers to deliver cost-effective customer service, with customers experiencing the high-quality service they expect and deserve. To enhance how IVR and call center solutions improve your business’ customer experience, we’ve identified five top tips for retailers to ensure they are driving quality, not cost:
- Make your brand work for you: While the phone has been a service point for most retailers for many years, it has been relatively neglected as a viable sales and support channel and means to drive and promote business, and ultimately obtain positive brand awareness. The telephone represents an ideal way to communicate your message, deliver customer service, and even drive new revenue opportunities for your business.
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