Pinnacle is proud to be helping retailers who are under pressure to provide outstanding customer service in the current difficult high street trading conditions. We are providing solutions designed to improve responsiveness to customers, as well as providing greater efficiency across the business and dramatically reducing communication costs.
Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities? Simple call routing allows questions relating to opening times, store locations and requests for job application forms to be routed to auto attendants. This ensures in store staff are free to assist purchasing customers.
Or, in another scenario, a customer is in a rush and has a question about a particular retail product. Sales staff are uncertain if any are still in stock. The customer needs a quick answer. Using wireless phones, staff can be contacted anywhere in the store or warehouse to quickly answer pricing or stock inquiries and consequently help close the sale.
Or Head Office needs to solicit, discuss and distribute weekly or daily updates from its regional managers concerning store activities and promotions. How do you keep everyone informed? Audio and web conferencing enables highly cost-effective and extremely flexible conferencing between remote locations removing costly outsourced conference costs.
The simple fact is that the right telephone system can make a huge difference to retailers, but these days they are about more than just voice communications.
For example, as a retailer, customer service contact requirements vary dramatically from season to season. The right system need to be able to perform workforce scheduling providing management, forecasting, and monitoring tools that allows retailers to effectively plan ahead and control costs.
Remote contact centre agents can also be added quickly and easily to address unforeseen needs. Customer service staff can be mobile to ensure they can direct customers around a store and stay in touch. Mobile applications running on tablet devices, for example, can allow sales staff to direct shoppers around a store using mobile store maps, which also removes the need for excessive fixed signs and store directories.
On the one hand, business costs must be kept to a minimum, on the other, the pressure to provide outstanding customer service has never been greater. Striking a balance between the two is critical for success. That’s where Pinnacle can help.
When implementing new solutions, retailers needed to benefit from new technology and protect investment in traditional technology. Our approach enables retailers to benefit from the latest technology and protect investment in traditional telephony wherever it makes sense. Benefits include:
- Reduced communication and management costs.
- Improved information exchange through conferencing and collaboration tools.
- Increased customer loyalty and revenue through improved marketing messaging and responsiveness.
- Rapid access to sales staff through easy-to-use retail telephone features.
- Meeting customer demand 24/7 with scalable, flexible contact centres that can be set up at any location.
- Improved staff productivity via a full range of phones.
- Creating a personalised shopping experience incorporating mobile store applications.
We are helping retailers succeed in a challenging economic environment with a suite of powerful communication solutions that support today’s dynamic retail environment. We help to reduce the cost of installing state-of-the-art communications at new and older stores, and provide the flexibility to update old phone systems across stores at a pace to suit the business.
Our systems reduce costs, improve responsiveness and enhances customer service and the shoppers shopping experience. Employees productivity can be enhanced whether in the store, warehouse, distribution centre, head office or when mobile and teleworking.
Depending on the nature of the retail business, studies show that customers who call the store in advance can spend up to five times as much when they subsequently visit the store. These customers are ready to spend and quick response times are paramount to maximising their experience.
So where a number of sales staff within a department are called at the same time, enabling whoever picks up the phone first to answer the call thus reducing wait times for customers is an extremely important issue.
In addition, you can use your customer’s time on hold to listen to an in-store promotion, or some music. ‘On hold’ features enables stores to change the music, or promotional message, as often as they like without incurring additional costs.
Integrated communications that can transform your retail business using Pinnacle’s integrated approach to communications is transforming the delivery of retail services, providing the foundation for superior customer service and increasing efficiencies for our retail clients.