Industries | Retail & E-commerce

Retail and E-commerce

Dynamic call scripting and intelligent agent guidance that provide retail customers with an uninterrupted and efficient service when they call

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How we help the Retail & E-commerce industry

With high expectations placed on retail companies to provide product information and customer support on-demand, contact centre operations need to be efficient in their call handling. Awaken Scripting provides dynamic and intelligent agent guidance to empower agents with the information they need, exactly when they need it, improving the customer experience.

Awaken Conversations combines voice analytics and speech analytics to enable retail contact centres around the world to perform deep analysis of calls and uncover the true voice of their customer.

Retail businesses that now offer online shopping have experienced a boom in demand for their products in recent years, caused by this improved ease of access for shoppers. With a resulting increase in call levels to their product support contact centres, retail businesses need to decrease average handling times, provide easy access to product information and still deliver an excellent customer journey.

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Why work with Awaken?

Reduce Handling Times

Reduce handling times

Cost-per-call is kept in check by allowing the scripting process to lead every customer interaction

Dynamically Present Information

Dynamically present information

Processing time for complex processes is dramatically reduced by presenting the right information at the right time

Consistent Customer Experience

Consistent customer experience

Change the information displayed to the agent depending on what the customer is asking, enabling easier navigation of complex product specifications

Join 100s of Retail and E-commerce giants already using Awaken to improve customer service

CASE STUDY

Increased demand for retail products and customer support

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What happens when the world goes into lockdown and thousands of people are told to stay at home for an unknown period of time?

Home improvement projects burst into life! This was the reality of life in 2020, when the world was living through the global pandemic. Comscore reported a 57% increase in the UK for do-it-yourself consumers utilising time at home to take on new or old projects. That’s what one of our retail clients specialising in home cleaning products experienced when their sales doubled, thanks to a rise in demand due to people finally getting round to long overdue home improvements. 

The challenge

Our retail customer enjoyed a boom in demand for their products through the pandemic, which was welcome business growth for them. But the rapid pace of change presented its own challenges. The need to maintain high customer service levels, meet the exponential increase to customer demand and transition contact centre agents to remote based working meant that the contact centre leaders had to act quickly to protect their brand reputation. They turned to Awaken to help increase the efficiency of their agents in terms of call handling times and manage the increased demand on their contact centre.

With the unprecedented increase in call volumes relating to service enquiries or product-based questions, our retail customer had to quickly source additional agents from other areas of the business to help manage call volumes. Often they had no previous experience of contact centres or the processes involved, which presented an additional challenge.

“With the unprecedented increase in call volumes relating to service enquiries or product-based questions, our retail customer had to quickly source additional agents from other areas of the business to help manage call volumes”

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The solution

We integrated our  Awaken Scripting product, Synergy, to support their agents with seamless guidance and email integration. Through a 100% web-based application, it enabled the proactive development of call scripts and workflows to support their processes. Scripts were built using a library of system controls acting as building blocks which were customised to look and behave as needed. From simple single-page forms to more dynamic scripts, Awaken Scripting linked multiple systems together, providing a single interface point, meaning any process could be followed easily, regardless of where information was housed.

This platform effectively managed and influenced the customer journey, providing the right information at the right time. Even the most inexperienced agent could feel confident in navigating a process on a call.

This innovative technology enabled our client’s agents to handle inbound emails and calls, quickly assigning delivery where relevant and enabling them to see the complete picture for the entire customer journey. Despite the influx of new agents, with the adoption of Awaken Scripting, they were still able to enjoy streamlined process navigation impacting in a reduction to the duration of calls.

Awaken Scripting acts as a mind-map, sitting over various systems that the agents need when handling a call and provides the reassurance that through every call, the customer is receiving the correct information regardless of how complex the process is. Agents can be flexible and engage in an empathetic conversation with customers while having access to all the information required via the unified desktop.

“The dynamic and intelligent agent guidance effectively managed and influenced the customer journey, providing the right information at the right time. Even the most inexperienced agent could feel confident in navigating a process on a call.”

The results

Awaken Scripting enabled our client to onboard people quickly as the intuitive agent guidance meant that the required training time was minimal. As the processes are held within the application rather than needing to train the agent in-depth, new agents were able to take an active role in call handling within a few days as opposed to a few weeks.

Their customers received the continuation of service they expected, and the new agents felt supported and comfortable with navigating processes.

As an added benefit, our client no longer needs developers to make script changes, instead their non-technical contact centre teams build and adjust scripts that better fit the conversational process.

“As an added benefit, our client no longer needs developers to make script changes.”

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The benefits

While the lockdowns eased, like many businesses, our client implemented new flexible and remote ways of working to reduce the risk to employees’ health and have decided to keep this in place for the long term. By continuing with Awaken Scripting, they can be sure that all their agents are supported with dynamic call scripting and intelligent agent guidance while their customers receive an uninterrupted and efficient service when they call.

“With Awaken Scripting customers receive an uninterrupted and efficient service when they call.”

How can voice analytics and speech analytics help?

Awaken Conversations combines both voice analytics and speech analytics to enable retail contact centres around the world to perform deep analysis of calls between their agents and customers. Speech is translated into readable transcripts while patterns in spoken audio are also analysed to identify the emotion and intent of the conversation. By combining words with sentiment and emotion, a true understanding of the voice of the customer is uncovered and it is clear where improvements to customer service can be implemented. Awaken Conversations helps contact centre leaders to understand the valuable context behind their customer call metrics, providing an easy way to reduce unnecessary calls, monitor compliance and manage quality assurance. Awaken Conversations increases the opportunity to make a great impression on customers on every single call.

“Awaken Conversations increases the opportunity to make a great impression on customers on every single call.”

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