Digital Customer Service for Retail
WHY do shoppers love ITC?
ITC empowers you to deliver customer experience excellence by:
Quickly answering customer questions
Connecting with customers on their preferred channels
Using 2-Way SMS engagement
Connect with customers where they work and play
It makes sense for companies to connect with consumers in a space where they already spend a great deal of their time: the digital space. The digital space presents a world of untapped sales opportunities where companies can broaden their reach to connect with new customers over text, messengers, and social media.
Launching new channels provides consumers with a new access point for engaging with your company – a strategy that can attract and retain new customers.
Personalize your customer experience with CRM integration
An integrated CRM can tie together all your customer interactions – both voice and digital.
Globally, the average consumer uses 3 or more customer service channels, and 75% of consumers expect a consistent customer experience across all customer service channels. To deliver a unified customer service experience, contact centers need to be able to push interaction details from any platform to a single CRM, so that your agents aren’t missing important details of a customer’s history.
Half of US consumers have purchased something after seeing it on social media.
57% of online shoppers will abandon a website after only 3 seconds of waiting for it to load, and 80% of those consumers will never return to that website.
Click-and-collect grocery shopping increased 30% from 2016 to 2018
ITC IS:
Mobile: Customers can connect from anywhere to ask questions on their own time.
Concurrent: Phone calls are 1-to-1. Digital enables support of 3-5 customers at once.
Efficient: Digital messaging is more efficient than phone.
43% of consumers are willing to give retailers their personal information for personalized promotions and sales.
But 32% of customers think that irrelevant targeting is an invasion of privacy.
Businesses exchange 2 billion digital messages with consumers each month.
A poor online customer experience will prevent 3 out of 5 customers from making future purchases.