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Industry: Retail and eCommerce

Add a new CX strategy to your shopping cart


It’s time for all retailers to optimize the customer experience for an empowered, mobile consumer

Our areas of expertise

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Online sales and order management

Increase conversions by leveraging chat analytics

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Holiday and seasonality support

Solutions that address the seasonal staffing dilemma

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Loyalty program management

Tap into predictive analytics to identify the right offers

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Customer and store insights

Use analytics to decode business insights

Solutions for every stage of the customer lifecycle

EngageBuyBillCareRepairRetain
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Engage

Business problems

Design a digital CX and journey that is human

Solutions

  • Consumer journey mapping and design workshops
  • Data + analytics

Business problems

Shopper lead generation (online and bricks-and-mortar)

Solutions

  • Lead generation experts
  • Digital experience
  • Data + analytics

Business problems

Brand awareness

Solutions

  • Digital marketing experts
  • Data + analytics

Business problems

Brand reputation

Solutions

  • HGS EPIC™ Social Care

Business problems

Ecommerce membership enrollment

Solutions

  • Lead generation experts
  • Digital experience
  • Data + analytics

Business problems

Store credit card promotional offers

Solutions

  • Digital experience
  • Data + analytics

Image of a young woman walking with several colorful shopping bags

HGS advances paint company with breakthrough digital expertise

Read more

Buy

Business problems

In-store or online purchase

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Increase average order values

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Decrease shopping cart abandonment

Solutions

  • Sales specialists
  • Digital experience
  • Data + analytics

Business problems

Personalizing offers

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Loyalty program membership enrollment

Solutions

  • Sales professionals
  • Data + analytics

Business problems

Store credit card enrollment

Solutions

  • Sales professionals
  • Data + analytics

Increasing sales and accessibility through a UK clothing website

Read more

Bill

Business problems

Store credit card collections and payment plans

Solutions

  • Collections professionals
  • Campaign management

Business problems

Receipt or invoice generation and dispatch

Solutions

  • HGS business process optimization

Image of a young woman looking into a store window display

Inspiring growth through retention, AHT, and CSAT wins

Read more

Care

Business problems

Customer service inquiries and feedback management

Solutions

  • Customer care ambassadors
  • Digital experience
  • Intelligent automation
  • Data + analytics

Business problems

Online, same-day, subscription order management

Solutions

  • Customer care ambassadors
  • Digital experience
  • Data + analytics
  • Intelligent automation

Business problems

Pick up order management

Solutions

  • Customer care ambassadors
  • Digital experience
  • Intelligent automation

Business problems

Order status updates

Solutions

  • Intelligent automation

Business problems

Loyalty program support

Solutions

  • Customer care ambassadors
  • Data + analytics
  • Digital experience

Business problems

Holiday and seasonality support

Solutions

  • Customer care professionals
  • Work-at-home agents
  • Digital experience

Business problems

Giftcards and mobile giftcards

Solutions

  • Intelligent automation
  • Digital experience

Business problems

Account management

Solutions

  • Customer care professionals
  • Digital experience

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Delivering EPIC social engagement and in-channel customer care

Read more

Repair

Business problems

Returns, exchanges, and cancellation management

Solutions

  • Retention professionals
  • Digital experience
  • Data + analytics

Business problems

Lost or damaged items

Solutions

  • Retention professionals
  • Digital experience

Business problems

Mobile app and technical support

Solutions

  • Technical support professionals
  • Digital experience

Business problems

Warranty and recalls

Solutions

  • Customer care ambassadors
  • Digital experience
  • Intelligent automation

Driving new revenue, efficiencies, and industry-leading CX

Read more

Retain

Business problems

Ecommerce member cancellations retention

Solutions

  • Retention professionals
  • Data + analytics

Business problems

Voice of the customer (VOC) and store insights

Solutions

  • Data + analytics

Business problems

Online reputation management

Solutions

  • HGS EPIC™ Social Care

Business problems

CSAT and NPS® surveys

Solutions

  • Data + analytics
  • Digital experience
  • Intelligent automation

Business problems

Loyalty program member offers

Solutions

  • Data + analytics

Image of a little girl eating a burger with her mother

Serving up best-in-class social customer care and reputation management

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We optimize the customer experience for empowered, mobile consumers

Ecommerce, supply chain challenges, evolving shopper expectations, always-available products, staff knowledgeability, real estate costs, price sensitivity, online reviews, social customer care—the list of retail challenges goes on and on. HGS works with retailers to engage with more customers, faster—on social and online—to accelerate their speed to innovation and to provide burst capacity on demand to handle seasonal and cyclical spikes as they strive to deliver an improved CX.

Retail as an industry has been one of the early adopters of new technology, be it in data or automation or social media care. With more people switching to online shopping, retailers vie for more wallet space through upselling and cross-selling methods. Here are a few challenges faced by this industry:

  • Less loyalty from customers who have the option to choose from a variety of options
  • Predictions on what the customer would want (market basket analysis)
  • Improvement possibilities in operational efficiency
  • Supply chain management depending on seasonality and market variations
  • Increasing customers’ wallet-share from stiff competition

Create a digital experience that is human centered and easy to navigate

Our approach is to create memorable moments across the entire consumer journey using innovative solutions designed to personalize, engage, resolve and predict future needs.

Watch HGS retail demo

Navigate the aisles of a new retail environment

Find out how we’re supporting retailers online

Link to: HGS helps client partner rekindle retail success
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Case study

HGS helps client partner rekindle retail success

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Client success story

Stacking strategies for transformational CX

Link to: Delivering EPIC social engagement and in-channel customer care
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Case study

Delivering EPIC social engagement and in-channel customer care

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Case study

Increasing sales and accessibility through a UK clothing website

An omnichannel approach to

Increasing average order value

HGS’s chat channel improves revenue across the service function through professional upselling/cross-selling growth methods.

Learn how

Our retail customers

Many of the world’s most successful retail, e-commerce, and direct-to-consumer companies trust HGS as an extension of their brand.

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Grocery

A global operator of hypermarkets and grocery stores

Read case study

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Dining

The world’s largest quick-serve restaurant chain

Read case study

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Outdoor

A global leader in agriculture, lawn, and garden products

Read case study

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Fitness

A worldwide leader in fitness, nutrition, and weight loss programs

Read case study

Many of the world’s most successful retail, e-commerce, and direct-to-consumer companies trust HGS as an extension of their brand.

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Retail industry awards and recognition

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HGS-Award
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TMC CX Innovation Award 2020
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Silver Stevie Award
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Excellence in customer service award 2020 badge

Industry-related case studies

Social media response time cut by 95% for global quick-service restaurant

Utility client’s exceptional retention, care, and sales team grows 1,100%

image of a customer pushing a shopping cart

Fortune 10 retailer supercharges social strategy to address digital needs of new-age customers

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Using technology to drive positive brand sentiment for F&B giant’s social media

View all case studies

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