Retailers are focussing on improving the customer experience at every channel. This can become difficult when faced with numerous customer queries that are directed to stores.
Improve the in-store experience
All retail stores will encounter a number of customer telephone enquiries throughout a trading day. Queries can range from store opening hours to questions on stock availability. Telephone queries are not themselves an issue. They begin to negatively impact the levels of customer service that store employees deliver when faced with the dilemma of reducing queue lengths or making a telephone call a priority. Store employees need to be focused on delivering excellent customer service in-store and should not have to spend time answering calls. The solution is to outsource store queries. The service is a straight forward but essential solution to maintaining customer services standards. By outsourcing store queries your store employees are free to manage queues, stock management and assist in-store customers.
Our store support solution offers:
- Opening hours to match your outlets
- Updated and comprehensive customer information
With the right solution your sales will increase as customers are given the most up to date product information and recommendations, by highly trained individuals. PCMS has an in-depth understanding of retail store dynamics and will act as an extension to your brand when answering calls.