SERVICE OVERVIEW
Modern consumers today expect personalized and integrated customer service at all times across all channels. By offering round-the-clock, professional retail customer service, ROI CX Solutions ensures that every query, issue, and feedback is handled with care.
Our team of dedicated agents provides immediate and expert support. From scheduling appointments to processing orders, our retail call center ensures your customers feel seen, heard, and valued.
Our retail call center services
ROI CX Solutions offers various customizable services to support your retail business and fit your unique needs.
24-hour answering services
Our professionally trained agents are available 24/7/365. No matter the time, they are ready to handle customer queries, resolve issues, gather feedback, and provide information about your products and services. With round-the-cock service, you’ll never miss a customer call again.
Appointment scheduling
For service centers, personal shopping services, and other businesses that require appointments, we manage all aspects of scheduling. This includes following up with customers and sending timely reminders.
Feedback collection
Whether you are looking for information on your product, service, or overall shopping experience, our agents are skilled at connecting with customers and gathering feedback.
Loyalty management
We’ll take care of everything, including enrolling new members, updating customer information, explaining program benefits, and handling questions about rewards.
Market research and customer insights
We partner with you to create and conduct customized surveys, gaining critical insight into your customers’ preferences, behavior, and current market trends.
Omnichannel support
With cutting-edge technology, our agents can provide omnichannel support for your customers. Whether phone, email, live chat, social media, or something else–we ensure customers have a seamless and integrated experience across every touchpoint.
Order taking and sales
Our agents take orders over the phone, assist customers with product selection, process payments, and arrange delivery and pickup. We also proactively upsell and cross-sell related products based on the customer’s interest and purchase history. All our services comply with U.S. data security and protection laws.
Returns and exchanges processing
Our agents can also process returns and exchanges. We ensure customers understand your return policies and walk them through the process.
Technical support
Our call center agents offer technical support for retail businesses that sell technical or complex products. We intimately learn your product to help customers with setup, troubleshooting, and usage tips.
How ROI CX Solutions benefits your retail business
- Access to qualified sales agents: ROI CX Solutions provides access to professional agents specializing in customer care. Our representatives are polite and responsive, and even our AI bots strike the right balance of personal and professional.
- Data collection and analysis: Our agents regularly collect data to give you valuable insights into customer preferences, concerns, and buying patterns. With real-time data, you can improve products, services, and the overall customer experience.
- Enhanced customer satisfaction: Our trained representatives handle inquiries, complaints, and feedback efficiently, ensuring your customers feel valued and supported.
- Increased sales and revenue: Whether handling orders directly or answering questions about the process, our team is dedicated to increasing your sales and revenue. What’s more, we utilize persuasive upselling and cross-selling strategies to further boost sales and improve customer satisfaction.
- Omnichannel support: We offer support across various channels, including phone, email, chat, social media, and more. Our omnichannel approach ensures customers’ experiences with your company are consistent, responsive, and professional.
- Reduced response time: ROI CX Solutions is equipped to handle a large number of calls and inquiries, significantly reducing response times. Our ability to answer the phone quickly prevents customer frustration and increases positive brand interactions.
- Scalability: Our retail call center can quickly scale up or down with your business needs. This flexibility is particularly beneficial during peak seasons or when launching new products.
- Significant cost savings: Last but not least, our services save you considerable money. Outsourcing to our retail call center saves the hiring, training, and infrastructure costs of managing an in-house team. This allows you to allocate your resources more efficiently toward core business functions.
Utilizing our retail call center will improve customer loyalty, drive sales, and allow your business to focus on its core competencies, all while being cost-effective. Partnering with ROI CX Solutions is a strategic decision that leads to sustained growth and a competitive advantage in the retail industry.
Case study: How ROI CX Solutions quickly scaled to meet a surge in call volume for a global fashion brand
MARC FISHER is a global fashion brand that empowers women to dress with chic and effortless modern style. In recent years, they came to ROI CX Solutions in a crisis. The brand was experiencing significant shipping delays, which resulted in a surge in customer calls and emails. They needed help.
Our team at ROI CX Solutions developed a personalized plan to handle their retail customer service needs:
- We quickly scaled up our services to meet the increase in phone calls.
- Our agents received in-depth training on the brand and its products to provide integrated and seamless customer support.
- By implementing data tracking with Five9 and Zendesk, our agents reduced email response times to 30 minutes and answered 80% of calls in 20 seconds.
- We also set up an integrated virtual agent to further field customer queries.
Within days, we improved customer satisfaction and proactively solved issues. Since then, we have increased our services with MARC FISHER to include handling:
- Back-office systems (cmaps)
- Company reviews
- Facebook messaging
- Order errors with distributors
- Order processing for their warehouse
Our retail call center solutions alleviated their in-house team, improved customer experience, and boosted sales. We’re ready to do the same for you.
Why ROI CX Solutions
At ROI CX Solutions, we understand that each customer interaction is an opportunity to strengthen your brand and drive revenue. That’s why we combine cutting-edge technology with industry expertise to create seamless, omnichannel support for today’s consumers.
With our scalable solutions, your business can effortlessly adjust to seasonal demands and growth challenges without sacrificing consistent, high-quality customer support. By partnering with ROI CX Solutions, you gain an ally committed to your business’s growth and your customers’ satisfaction. Contact us today to see how we can transform your retail services.
