UK Retail customer service solutions
Develop an experience for a more discerning consumer
Improve sales, conversions, and loyalty
Reduce cost to serve with talent and technology
Accelerate your digital or contact centre transformation
Personalise and connect through the use of data
Prioritise contact centre innovation
Many retailers are buckling under today’s economic realities. An integrated, personalised customer experience (CX) can help to acquire, support, and keep increasingly precious customers. HGS, a leader in digital CX, can help you innovate to exceed shopper expectations.
Target and tailor the CX
Apps, hybrid shopping, community building, click and collect, etc. have added new dimensions to retail. They have enabled businesses to reach prospects anywhere.
Advancements aside, catering to what each consumer prefers remains an imperative.
With a team that can gather, analyse, and apply customer data, we provide what retailers need to continue to personalise and grow.
Including tech support, complaints, community management, account maintenance, app development, and refunds, returns, repairs, and recalls
Including churn analysis and strategy, customer lifetime value increases, retention campaigns, referral programmes, subscriptions, and customer feedback loops
Including cart abandonment, average order value, product recommendation engine, social, and intelligent automation strategies, including WISMO (where is my order)
Differentiate with customer service
Increase retail revenues
Consumer confidence is weak. Spending on ‘delayable’ goods has fallen. People prioritise household and work necessities over ‘nice-to-haves.’
Over 89% of consumers are more likely to make a repeat purchase after an excellent CX. 56% of consumers rank sustainability as a top-five value driver.
The ‘marketing rule of 7’ still applies. Prospects interact in-store, online, and by phone before purchasing. 60% of customers say no 4x before saying yes.
Sell more online
For a global fitness leader, HGS inspired growth through content management enrichment for 30+ ecommerce web properties AND through retention, AHT, and CSAT improvements among its D2C and B2B consumers in the UK.
£5Mrevenue growth in one year
34%retention rate
9.14CSAT score
46%AHT improvement
Connect with the socially conscious
Shoppers are embracing more organic, sustainable, ethical, less-waste, and health-conscious options.
For many retailers, the reprioritisation of small batch, bespoke, eco-friendly, and local requires more agile supply chains and advisors who understand and explain products at a deeper level. Reorienting for mindful consumers does not happen overnight. No matter the pace of your evolution, we are on the journey with you, through a partnership that accommodates change.
We acknowledge our environmental, sustainability, and diversity, equity, and inclusion responsibilities.
Improve customer loyalty
Retain your hard-won customers
Drive loyalty and repeat customers
Interact in their preferred language
Increase CSAT and NPS® scores
Provide HGS EPIC™ social care
Foster relationships
Online reviews, on-brand posts, and two-way interactions with customers shape reputations, products, and balance sheets. A single social comment can make or break an organisation.
Working with your in-house and outsourced teams, our HGS EPIC™ Social Care team responds to customer comments on-brand and efficiently across mainstream and lesser-known social channels.
Tackle the talent shortage
99% of UK retail leaders are concerned about talent shortages. Contact centre volume increases only serve to put extra pressure on already-lean operations. We have a scalable team to help manage these fluctuations.
Delivering effective messaging across multiple customer touchpoints requires discipline. We work with stores and ecommerce teams, coordinate with warehouses, and align with marketing for campaigns.
Get next-level business intelligence
Consumers make purchasing decisions on an array of factors. Affordability, quality, safety, environmental and societal impact, convenience, and usability may all come into play.
Ensuring your advisers and marketing teams are primed to support customers during their decision-making process requires a 360⁰ view of data.
Speak to our team
Head of Enterprise Sales
London, England
“Having led digital innovation across a multitude of industries (e.g. banking, insurance, media, retail), I can say confidently that HGS’s value proposition is world-class.
We enable clients to strike a balance between technology and people-based solutions for the very best customer experience. I look forward to partnering creatively with companies as they seek to deliver the greatest value from — and for — their customers.”
Head of Digital
London, England
“For all our clients, we create a technology arc that maps how they can evolve. The arc always features UK-based, UK-friendly technology options and builds on existing assets.
HGS UK is proudly platform-agnostic so we recommend only the best options for you and your customers.”
Head of Digital London, England
“For all our clients, we create a technology arc that maps how they can evolve. The arc always features UK-based, UK-friendly technology options and builds on existing assets.
HGS UK is proudly platform-agnostic so we recommend only the best options for you and your customers.”
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Benefit from our retail and B2C experience
Using both talent and technology, HGS connects with each retail customer on an individual, personal level whilst helping clients to achieve their larger business and revenue targets.
Does HGS have onshore and offshore capabilities?
Yes. HGS employs office-based, hybrid, and Work@Home advisers all across the UK to align with clients’ needs and preferences. Post-pandemic, we understand our clients’ struggles in balancing employee at-home flexibility with the advantages of in-office collaboration and service delivery.
Our partnership with ChatLingual and our thousands of brand champions in Philippines, Jamaica, India, USA, Australia, Colombia, and Canada ensure you can cultivate stronger customer relationships in practically any market or geography that you choose to pursue.
How do HGS advisers support customers in multiple languages?
Globalisation has brought opportunity, but also language complexity. Our partnership with ChatLingual brings the perfect combination of Bots&Brains™. Our English-speaking advisors utilise ChatLingual’s advanced translation technology to support your customers in over 100 languages with 98% accuracy. Overcome language barriers, minimize the need to hire hard-to-find multilingual human resources, and ensure cost-effective growth in foreign markets with a proven, agent-assist language tool.
How does HGS ensure environmental and social sustainability?
As a corporate citizen, HGS acknowledges our development and sustainability responsibilities. We prioritise our communities and planet through:
Can HGS assist with business continuity?
Yes! We can help you to ensure business continuity through any of — or a combination of — the following solutions:
