Retarus Press Release:
Communication Processes Optimized for Retailers This Holiday Season
Improved customer loyalty by way of communication platforms
Madrid, 05.12.2017 // – Every year retailers are faced with the challenge of ensuring a positive customer experience when stretched to full capacity. A task made all the more difficult by the fact that a lot of shoppers have already had their nerves worn thin by the stressful search for gifts in a crowded shopping mall. Information logistics experts at Retarus reveal the added value communication processes can provide in this regard:
1. More targeted controlling of customer traffic
In the lead-up to Christmas, the stream of customers entering stores increases dramatically, especially during the evening hours and the weekends. Alternatively, online buyers just walk into the stores to pick up their purchases ordered via “Click & Collect”, rather than having to wait for overloaded delivery services. The trend in increasing number of store pickups, whether to avoid a delivery free or collecting the package at the earliest, is an indication of change in consumer behavior as it relates to shopping. Cloud Messaging Services enable better management of visitor frequency and an improved service experience for customers. For instance, SMS or email could be used to communicate a clear time window for collecting orders, during which the store is not so busy or staff numbers have been optimized to meet demand. Special service offers or discounts can also provide customers with an additional incentive to fetch their orders within a given time period. This prevents shops from becoming overcrowded and long queues from developing, leading to an overall improved customer experience.
2. Coordinating staff flexibly
To keep checkout queues as short as possible, while still offering satisfactory levels of expert advice and other forms of added value, such as a gift wrapping service, retailers generally turn to temporary, seasonal staff. At the same time, short-term staffing shortages due to illness have to be covered without delay. Cloud-based communication platforms provide valuable support for the coordination of human resources. Using Retarus Enterprise SMS Services, retailers only need a couple of clicks to send out an SMS including a reply option when they need additional staff. The staffing coordinator then only has to contact those members of staff who gave a positive response to clarify the details of the assignment.
3. Addressing customers individually
Once a shopper has entered a store, there is a good chance that they may buy additional goods which didn’t even feature on their original shopping list. Thanks to cloud messaging, this can be turned into an advantageous scenario for retailers, especially with Click-&-Collect customers. In combination with the order confirmation or pick-up notification the customers can continue to receive personalized offers through SMS or email. This way, they are able to order recommended products or services quickly and easily by means of a reply function. Reminders about an extended period for returns or a personalized holiday greeting can also be achieved without much effort and sustainably strengthen customer loyalty.
Acerca de Retarus
Con sus excelentes soluciones y servicios, su infraestructura inteligente y sus tecnologías patentadas, Retarus gestiona la comunicación para empresas en todo el mundo. Las tecnologías de vanguardia, los centros de datos altamente disponibles y la innovadora Cloud Messaging Platform de Retarus ofrecen máximos niveles de seguridad y rendimiento, así como continuidad empresarial. Gracias a su experiencia en la gestión de flujos de información a nivel empresarial, Retarus se encarga de que toda información llegue de forma segura y fiable en el momento adecuado, al lugar adecuado y en el formato adecuado - desde 1992, y con 15 sucursales en cuatro continentes. Más de la mitad de las empresas del EURO STOXX 50 y el 25% de las del S&P100 confían en los servicios de Retarus. Entre los clientes se encuentran, entre otros, Adidas, Bayer, BNP Paribas, Bosch, Cepsa, Continental, DHL, Fujitsu, Goldman Sachs, Honda, Iberia Cargo, Línea Directa Aseguradora, Linde, PSA, Puma, Singapore Airlines, Sixt, T-Systems y Zeiss.