Differentiate with ease
For connected consumers, the lines between physical and virtual storefronts are blurred. Shoppers now expect fluidity access across websites, apps, contact centers, and stores.
All customer interactions – both positive and negative! – can have company-wide ripple effects. Brand consistency across storefronts and channels requires increasingly clever integrations, trained associates, customer and market data insights, cloud technologies, and a unified response.
That’s where HGS comes in.
HGS equips your retail contact center with industry-leading talent and technology. We convert your storefronts and channels into full access and digitally-enabled transaction, brand, and engagement hubs. We equip, coordinate, and galvanize your contact center agents and instore associates to deliver consistently.
With many consumers choosing to shop online AND instore, HGS can craft a brand-differentiated yet consistent shopping experience for your current and potential customers.
Get help when and where you need it
Retail staffing challenges arise when seasonality, customer service, product knowledge, and technical needs intersect.
HGS’s digital CX experts on demand can quickly provide reliable and affordable retail outsourcing and transformation support.
A retail customer lifecycle powered by HGS
Deliver prompt, personal, and positive retail customer service with HGS’s experts on demand.
Sales and order management
Holiday and seasonal staffing
Loyalty program management
EPIC® social media management
Supercharge with agent-assist
More and more, retail associates are involved in consultative and suggestive selling, creating customer value, and cultivating loyalty.
To make a sale, they require deep product knowledge, inventory and order details, offer reminders, and customer and market insights to personalize.
The cross-channel desktop, customer-360 view, and knowledgebase that HGS Agent X provides all work to deliver critical, dynamic product and customer details.
And, unlike some systems, HGS Agent X insights are continually refined with real-time input and AI so associates can connect with customers faster.
Embrace an autonomous future
The need to interact with a human to purchase, use, or return a product is now often considered a CX design flaw. A fully digital, autonomous CX is the goal, and HGS can create a digital CX roadmap that builds your business for the future.
Sample autonomous CX roadmap
E-commerce and digital transformation
Multi-cloud migrations and managed services
Data and speech analytics for retailers
Automated responses, returns, and reminders
Acquire new customers inexpensively
Fast and effective digital marketing is more important than ever – before, during, and after a purchase. Uninspired, unanswered social posts detract from your brand. Working with your in-house and agency teams, HGS ensures a constant, compelling flow of campaigns and content.
Champion every moment
Retail, e-commerce, and direct-to-consumer companies in North America, the UK, and beyond have long put their trust in HGS.
Audio equipment
A billion dollar, US, home speaker system manufacturer/retailer works to boost CSAT with HGS
Fitness
A worldwide leader in fitness, nutrition, and weight loss programs improves speed with HGS
Grocery
Fortune 500 retailer of hypermarkets and grocery stores contains costs and expands reach with HGS
Dining
The world’s largest, most well-known quick-serve restaurant chain improves speed with HGS
Clothing
Ethical, organic, UK activewear retailer and yoga studio increases sales with HGS
Kitchen appliances
International, high-end retailer of coffee machines and supplies garners sales and cost savings with HGS
Outdoor
A global leader in agriculture, lawn, and garden products saves money and increases CSAT with HGS
Home healthcare
Consumer Reports’ #1 company for personal medical devices ensures high quality with HGS
Champion every moment that customers interact with your brand.
What types of business processes can HGS support?
HGS offers a spectrum of bespoke outsourcing solutions, including the following.
Can HGS help me address my talent shortage?
Yes! In addition to providing retail digital CX consultants, HGS offers on-site, hybrid, and work-at-home contact center solutions to address long-term or seasonal staffing needs. We have proven strategies to recruit and retain experienced agents to ensure business continuity.
What call center channels and queues does HGS support?
At a minimum, we support the following channels:
Does HGS provide PCI-compliant solutions?
Yes! Where required, we provide PCI DSS-compliant and ISO-certified contact centers and ecommerce solutions. We deliver secure credit card processing services for many clients!
Global Headquarters: GHS, Bommanahalli, Hosur Road, Bengaluru – 560068
Registered Office: 171, Dr. Annie Besant Road, Worli, Mumbai – 400018, Maharashtra
CIN: L92199MH1995PLC084610
© Hinduja Global Solutions Limited. All rights reserved.