Retail

When given the option, customers chose to receive a VHT Callback 53% of the time.
When given the option, customers chose to receive a VHT Callback 53% of the time.
Over 1.9 million retail customers used the VHT Callback option.
Over 1.9 million retail customers used the VHT Callback option.
Over 3.6 million retail customers received an improved experience.
Over 3.6 million retail customers received an improved experience.

Challenge

Online commerce is an exploding market. 24/7 connectivity is making customer acquisition more difficult than ever, and in retail, there are zero-moments-of-truth, when you need to have the right offer at the right time in order to convert the sale. Any hesitation or obstacle that impedes your customers’ momentum will lead them into the arms of the competition.

Retailers who are able to resolve issues and answer customers’ questions in the moment are the ones who will increase revenue and customer retention. Unfortunately, digital shoppers don’t always have a bridge to the resources that can help them. The result? Abandoned shopping carts and customer defections. The common option is to offer them a Contact Us page with a list of toll-free numbers. This forces the customer to start over, repeating information and waiting on hold – ultimately driving them away.

Retail
Retail

Solution

When customers have trouble online or in a mobile app, connecting them to a real person as quickly as possible is key to converting the sale. And although chat is an effective tool, according to Forrester Research, approximately 30-40% of the time, live chat does not resolve a customer’s issue.

VHT Navigator enables a simplified customer experience that guides your customer to the optimal solution with little effort and provides your contact center with real-time analysis of the customer journey. The personalized experiences offered by Navigator eliminate cross-channel frustrations, creating a consistent experience and increased satisfaction.

Navigator allows you to actively engage with your customers to deliver an experience specific to their needs, ultimately enhancing the customer journey.

Key Statistics

Since mosts callbacks are answered in 16 seconds, whenever VHT is treating calls, the impacts are:

Average speeds to answer were reduced from 8.8 minutes to 4.1 minutes during periods when VHT was greeting callers.

Over 1.3 million additional callers were answered within service level goals by using the VHT Callback solution.

VHT saved over 420,000 callers from abandoning the queue. VHT was able to reduce the abandon rate from 22.6% to 11.2%.

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