This allows us to make a difference to how those brands are viewed by their existing and future customers. Across many differing businesses within the retail sector, we work hard to drive positive and disruptive change to our clients’ business; whether that’s through customer insight and feedback or industry knowledge. We also believe that every customer contact should be a revenue-generating opportunity and we work with our clients to make sure we don’t miss out on these opportunities.
We underpin all the above by embracing your culture and ensuring our customer support teams truly reflect your brand at every point of contact. We do this by walking alongside you, every step of your brand and customer journey, and offer practical advice and feedback on how to enhance your customers’ personal interaction with the brand.
Getting underneath the skin of your business allows us to evolve and deliver the service that will maximise your customers’ experience, whilst harnessing technology to deliver the most appropriate and efficient service approach.
Retail customer service can be a highly-complex and volatile environment, and one of our key strengths is the ability to plan for known contacts and react quickly to unexpected events- as well as (of course) managing seasonal peaks as business as usual.
Resource flexibility and managing activity peaks and troughs helps us grow our reputation as a reliable and safe partner in turbulent and demanding times! With a keen eye for delivering continuous improvement and driving efficiency throughout support delivery, we offer our clients and their customers a high quality yet cost-effective service.
Not only do we work with brands at a strategic level, offering game-changing advice and disrupting customer service support, but we also get stuck in at the detailed frontline, identifying process enhancements and channel-shifting to maximise First Contact Resolution and customer self-help opportunities.
We understand the key drivers for customer contact and have multiple strategies ready to reduce these contacts; continually looking to reduce your cost-to-serve in partnership with you.
If this sounds good to you, please click through to our case studies and see what our retail client partners say about our service.
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