Industry

Retail & eCommerce CX Solutions

Enriching the customer journey is a critical part of a successful product sales strategy, and doing so effectively is proven to increase brand loyalty and growth.

Adding a digital messaging channel to your site is an ideal cross-selling and upselling opportunity. OutPLEX has a record of success in increasing average order values (AOV) across retail categories, starting with sales-suggestive bots and including live human support.

Real-time help is an effective way to reduce abandoned carts. No user interface is perfect, but checkout support offers a way to help identify and improve pain points in your customer journey. With data available from chat logs and automated intention tracking, your managers can extract insights from digital chat that keep your e-commerce strategy improving every day.

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Digital Communication for Retail is Essential

E-commerce customer care is more important than ever. People are now comfortable shopping for just about everything online, from clothes and appliances to books and groceries. It is no longer enough to simply offer the option of online shopping and interaction: those interactions must be top quality in every way, including:

  • Speed: Digital technologies provide instant answers to many customer queries. As a result, fewer customers are willing to wait on hold or to travel to your physical location.
  • Ease of use: Many of your customers already know how to text or send digital messages, so they do not have to struggle to contact you through these channels. There are also features you can add to existing channels that will make them easier for everyone to use, regardless of prior experience.
  • Availability: AI-driven bots and automation are always there to reply when your customer asks a question, even on holidays or in the middle of the night.
  • Convenience: Having to go to a store or contact a call center is not something your customers do (or want to do) every day. Digital channels, by contrast, do not require the customer to do anything they would not do normally.

When your systems are properly installed and calibrated to provide unbeatable retail customer care, your business will see substantial improvements across all metrics, including cost efficiency, customer satisfaction, upselling, and customer volume.

What OutPLEX Offers

OutPLEX and our partners provide retail businesses of all sizes with all of the products and services they need to excel at customer support. These services include:

A wide array of digital communication channels, including texting, private messaging, chatbots, and email

Social media monitoring and follow-up conversations with customers to ensure quality of service.

Automation and voice services to make both digital and traditional channels less expensive and more efficient

Data collection and analysis that enables you to better understand your customers and the competition, as well as emerging trends in technology and CXaaS

Well-trained staff, to include tech experts who install products within days, live agents who respond with compassion to customer queries, and more

We value the back-office services, including QA and marketing research, just as much as front-end services like installing digital channels. An online jewelry retailer and loyal OutPLEX client praised our ability to always provide the information they need to make intelligent, profitable business decisions. Whether you already have a plan in mind or need help refining your strategy, we have the experience and the revolutionary technology to make your business goals a reality.

OutPLEX Can Start Helping You Today

Ready to learn more? Contact us at 1.866.531.5773 or using the form provided to learn how OutPLEX can save you up to 40% on retail customer care.

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    Testimonial
    OutPLEX has proven to be a great partner since we launched our program over three years ago. They deliver great customer experiences and insights into how we can improve operational outcomes.

    — E-Commerce Director, Online Jewelry Retailer

    We had a need to scale quickly as our other provider was not delivering the level of CX our brand demands. OutPLEX, in a matter of months, was able to grow our program to 700 agents without sacrificing performance or quality.

    VP of Customer Care, Large Regional MSO/Telco Company

    The ability for OutPLEX to better understand our customer intents within our purchase flow was invaluable! In a matter of months, they were able to tune our Chat Bot to drive a 62% self-service rate with NPS equal to human assisted interactions.

    — Director of Operations,  Fortune 100 Home Improvement Retailer

    Outcomes

    One of the world’s largest cosmetics brands was able to reduce their abandonment rate to 1% while increasing sales by 53%.

    53%
    Outcomes

    Migrating your customers to digital channels can save your organization up to 40% while increasing Net Promoter Scores.

    40%
    Outcomes

    When customers have a choice of channel, they often use messaging which provides a 78% higher open rate.

    78%