Industry: Retail and eCommerce
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It’s time for all retailers to optimize the customer experience for an empowered, mobile consumer
Our areas of expertise
Online sales and order management
Increase conversions by leveraging chat analytics
Holiday and seasonality support
Solutions that address the seasonal staffing dilemma
Loyalty program management
Tap into predictive analytics to identify the right offers
Customer and store insights
Use analytics to decode business insights
Solutions for every stage of the customer lifecycle
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
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
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
Bill
Business problems
Store credit card collections and payment plans
Solutions
- Collections professionals
- Campaign management
Business problems
Receipt or invoice generation and dispatch
Solutions
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
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
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
Retain
Business problems
Ecommerce member cancellations retention
Solutions
- Retention professionals
- Data + analytics
Business problems
Voice of the customer (VOC) and store insights
Solutions
Business problems
Online reputation management
Solutions
Business problems
CSAT and NPS® surveys
Solutions
- Data + analytics
- Digital experience
- Intelligent automation
Business problems
Loyalty program member offers
Solutions
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.
Navigate the aisles of a new retail environment
Find out how we’re supporting retailers online
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.
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.
Many of the world’s most successful retail, e-commerce, and direct-to-consumer companies trust HGS as an extension of their brand.
