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Retail and E-commerce:

Balanced High-Tech, High-Touch Approach for Retailers to Maximize Each Interaction
In recent years, retail and E-commerce have increased significantly due to lockdowns around the world. Unprecedented growth occurred, thanks to the implementation of new technologies and the hybridization of marketplaces, in which businesses go from the local to the global and vice-versa. As a result of new technologies, platforms, and disruptions, the buyers’ behavior has significantly changed, making customer experience (CX) non-negotiable. With the technological boom, retailers must have a balanced high-tech and high-touch approach to creating an interaction where effort in interactions is reduced. The result is higher customer satisfaction (C-SAT) and brand loyalty for better overall customer lifetime value.

How can TP help and make a difference?

As experts across the entire customer lifecycle and process optimization pioneers, Teleperformance has the proven experience needed in retail and E-commerce to guide clients through all the phases of business transformation from strategy through implementation and optimization.
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Omnichannel service

allows users to contact us through their preferred channel

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Automation

in back-office procedures or order handling to increase accuracy and reduce manual work

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Virtual assistants/chatbots

for simple and fast responses and automatic alerts

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Video assistance

to provide more accurate and engaging technical support

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Analytics

to improve upselling and cross-selling by understanding the customer through data

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Call deflection

to increase the use of digital channels and reduce call volumes

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Simulation e-learning solutions

to improve training and speed agent proficiency

spelling errors decreased

reduction in time per transaction

reduction in fraud attempts during transactions

reduction in operating costs (E-commerce)

calls resolution at first call

reduction in possible penalties charges due to PCI non-compliance

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“We have a partnership where we can change things on a dime and know that Teleperformance will roll up their sleeves and get things done in a quick and agile way.”

Phil Dean, Head of Global Support Operations for WISH

Contact us!

Through Teleperformance digital innovations, peak management for retailers is the perfect opportunity to obtain and retain new customers thanks to solutions that provide a great CX.

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