Better Retail Outcomes

Customer experience is a retail differentiator and source of competitive advantage. But if you aren’t listening how will you know what the experience is? Real-time customer experience data from every conversation provides a vital lens into what’s working and what isn’t. Resolve disputes faster based on what was said. Enhance customer data sets with an accurate record of conversations.

The Scenario

Cleo runs a chain of clothing stores that stocks ready to wear options as well as made-to-order. She has more than a hundred full-time staff members between and casuals to cover busy times. The team takes inquiries and orders over the phone and online every day and likes to take a personal approach with customers.

The challenge

• Unable to tap accurate records of customer orders and requests

• Staff are sometimes unsure whether stock orders have been placed

• No real-time customer satisfaction data

• Customer orders are missed, resulting in a poor customer experience and lost sales

The Outcome

With Unified Conversation Recording and true AI in the Dubber Voice Intelligence Cloud, Cleo can:

• Be notified of calls with negative sentiment

• Confirm customer order details

• Verify that deliveries from suppliers match orders

• Confirm phone orders with suppliers were placed

With a cost-effective and secure conversational capture solution available via a SaaS model, retailers have the reassurance that they have accurate and secure records of customer conversations. Recording calls helps to ensure quality customer service, with a quick replay confirming details and saving time that might be spent making follow-up calls.

Additionally, voice AI can transcribe calls, analyze content and rate caller sentiment: providing greater insight into customer interactions. Keywords can be tracked to monitor which products and fabrics should be ordered to stay ahead of customer demand.