Industries

E-Commerce and Retail

E-COMMERCE & RETAIL

Sweating the detail in retail

Predictive, preventative and proactive

Exceptional Customer Service is no longer a nice-to-have. Customers are spoiled for choice and have come to expect the exceptional, 24/7/365.

Upfront and Personal. We make digital personal for your retail business resulting in:

Improved Service Levels (SL) with swift resolution of issues
Leveraging omnichannel marketing to offer your customers their preferred choice of journey with your brand
Achieving high Customer Satisfaction Scores (C-SAT)
Ensuring exceptional service delivery with robust Quality Assurance (QA)
Facilitated rapid scale-up, scale down solutions
Generating more sales with shopping propensity modelling
Tackling customer dissatisfaction by reducing complaints in a predictive and proactive manner with empathy

Our retail clients span some of the world’s most recognised and leading brands, including brands without borders.

We optimised chat and back-office services for an ecommerce client. By deploying 60 dedicated agents, we achieved an impressive 98% SLA and a 96% CSAT.

BENEFITS FOR E-COMMERCE & RETAIL BRANDS

Our range of retail offerings

Improved customer acquisition and increased market share
Enhanced customer satisfaction and increased customer retention
Reduced costs and improved profitability
Improved cash inflow and maximized revenue generation and reduced churn
Real-time insights through intelilligent dashboards & reports
Enhanced turnaround times and lower expenses achieved by ongoing process enhancements and automation

ADDITIONAL BENEFITS

Enabling retail brands to achieve cost optimisation.

As technology evolves, consumer responses shift, prompting retailers and e-commerce companies to adapt. iSON Xperiences stands out as a leading BPO service provider, offering comprehensive retail outsourcing services to enhance the potential of retail and consumer organizations. Our diverse range of services supports both traditional retailers and e-commerce businesses, delivering the results you deserve.

Increased Customer Satisfaction

Our skilled and professional agents will deliver exceptional retail outsourcing services through Omni-channel communication and excellent customer interaction skills, ensuring your organization can succeed and grow.

Additionally, when customers perceive that their questions and issues are promptly addressed, it fosters significant loyalty between the retailer and the customer.

Building Brand Reputation

In reality, online evaluations from retailers often hinge on the quality of customer service provided, the response time, the efficiency of the ordering process, and various other elements.

By outsourcing these services to us, you can relax and leave the worries behind. At iSON Xperiences, we deliver outstanding retail BPO services that will positively influence your customers’ feedback.

Date-Driven Decision Support

At iSON Xperiences, we provide BPO and BPM expertise with deep retail experience, and our team of data analysts is capable of delivering valuable insights to retailers.

For instance, we can identify the best-selling and most frequently searched items, as well as products that receive the most customer complaints. Additionally, we can pinpoint peak sales periods and much more.