The retail landscape is changing and not just because of the maturing of 'bricks and clicks' operations and the challenges of the high street. At numero, we have first-hand knowledge of the trends and trials facing retailers thanks to the experience we have gained working closely in multi-channel retailing across everything from fashion to food. With our help, retailers can handle the far-reaching needs of their consumers and gain competitive advantage in the process.
| numero know-how |
Typical use in retail |
| Native support for any channel of communication |
- Multi-channel retailing with seamless order taking and processing
- Capitalise on additional and emerging channels to market including social media and mobile commerce
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| Automatic interpretation of message content and meaning |
- Fast and efficient response to consumer requests for support including ‘where is my order’ and product returns
- Improve customer response times by automatically directing customers to relevant channels, teams and agents
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| 360 degree view of customers |
- Promotion of personalised special offers and ‘basket’ promotions
- Improved customer insight and segmentation
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| Intelligently push contextual information to customers and employees |
- Timely and efficient notifications of stock availability, deliveries and special offers
- Fast and efficient communication of product recall and safety notifications
- Dynamic FAQs to improve customer service and self service
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| Business process workflow and automation |
- Extend opening hours and improve customer SLAs
- Multi-brand retailing across multi-channels with seamless identification of required brand action and presentation
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| Performance monitoring and reporting |
- Introduction of better measures to retail performance such as customer satisfaction, first time resolution and P&L performance to replace dated measures such as call handling times
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| Secure, enterprise-class system |
- Elimination of unsecure systems while providing customers with greater accessibility
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We give retailers the power to handle all this through multiple communication channels, broadening their reach way beyond traditional phone and paper-based methods. In doing so, retailers are able to capitalise on the rise in multi-channel retailing and to embrace the opportunities created by the web, mobile messaging, email, automated telephony (such as IVR) and social media.
Our knowledge and expertise in retail is packed in a pre-configured solution based on existing implementations in the field. This solution is pre-configured for standard transactions, ready for out-of-the-box use, to enable rapid implementation and results.
Simon tees off 2012
