Industry: Retail and eCommerce
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It’s time for all retailers to optimize the customer experience for an empowered, mobile consumer
Increase conversions by leveraging chat analytics
Solutions that address the seasonal staffing dilemma
Tap into predictive analytics to identify the right offers
Use analytics to decode business insights
Design a digital CX and journey that is human
Shopper lead generation (online and bricks-and-mortar)
Brand awareness
Brand reputation
Ecommerce membership enrollment
Store credit card promotional offers
In-store or online purchase
Increase average order values
Decrease shopping cart abandonment
Personalizing offers
Loyalty program membership enrollment
Store credit card enrollment
Store credit card collections and payment plans
Receipt or invoice generation and dispatch
Customer service inquiries and feedback management
Online, same-day, subscription order management
Pick up order management
Order status updates
Loyalty program support
Holiday and seasonality support
Giftcards and mobile giftcards
Account management
Returns, exchanges, and cancellation management
Lost or damaged items
Mobile app and technical support
Warranty and recalls
Ecommerce member cancellations retention
Voice of the customer (VOC) and store insights
Online reputation management
CSAT and NPS® surveys
Loyalty program member offers
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:
Our approach is to create memorable moments across the entire consumer journey using innovative solutions designed to personalize, engage, resolve and predict future needs.
Find out how we’re supporting retailers online
An omnichannel approach to
HGS’s chat channel improves revenue across the service function through professional upselling/cross-selling growth methods.
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.