{"id":40054,"date":"2020-04-27T00:00:00","date_gmt":"2020-04-27T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/how-to-maintain-communication-during-store-closures\/"},"modified":"2025-07-02T08:42:06","modified_gmt":"2025-07-02T15:42:06","slug":"how-to-maintain-communication-during-store-closures","status":"publish","type":"post","link":"\/us\/en\/blog\/how-to-maintain-communication-during-store-closures\/","title":{"rendered":"How to maintain communication during store closures"},"content":{"rendered":"

We are living in a time when a retailer\u2019s ability to communicate with customers has never been more important, or more challenging. Many businesses were shut down without adequate time to prepare to handle customer inquiries while physical stores and\/or physical contact centers<\/a> are now closed. Customers, however, still expect quick service and first call resolution, not phone numbers or voicemails that go unanswered.<\/span><\/p>\n

If you\u2019re a retail business owner, you can keep up your communication with customers and continue to address customer inquiries\u2014from the ordinary to complex\u2014with cloud communications and contact center solutions. Here\u2019s how to make it happen.<\/span><\/p>\n

Customer Call Routing Ensures 24\/7 Coverage for Retail Businesses<\/strong><\/h3>\n

Most retailers have closed their brick-and-mortar stores and shut down corporate offices\u2014but business operations must continue, remotely. What\u2019s your plan for keeping communications flowing to and from customers, employees, and executives, not to mention individual stores and globally dispersed workers?<\/span><\/p>\n

Manual call forwarding is a lot more challenging than it can seem at first glance\u2014especially in a remote work environment\u2014and the sheer scale of incoming customer calls can be difficult to manage. Look for a cloud contact center platform with advanced call routing options, such as <\/span>skills-based call routing<\/span><\/a>, which lets managers create rules to automatically allocate calls to the right customer representative, based on their level of skill and experience.<\/span><\/p>\n

It\u2019s also important to be ready and able to communicate with customers on their channel of choice, which, for many customers nowadays, is social media. You\u2019ll want to implement an omnichannel communication platform with <\/span>social listening capabilities<\/span><\/a>, so your team gets notified every time your brand is mentioned on social media and they can respond to consumer queries voiced on social media in a shorter time frame.\u00a0<\/span><\/p>\n

Forward Store Calls to Remote Agents\u00a0<\/strong><\/h4>\n

When customers dial local (closed) stores, their numbers must quickly be forwarded to new locations so your remote workers can then answer calls on their own phones. If retailers use regional carriers for their stores (e.g., AT&T, Verizon) that have different call forwarding capabilities and rules, this can lead to an administrative nightmare of dropped calls, crossed signals, and missed customer service requests.<\/span><\/p>\n

A cloud-based centralized phone system can help your team manage inbound calls. Call routing helps your team stay organized in times of chaos by creating clarity around call management as your incoming call load increases. A <\/span>softphone<\/span><\/a> can remotely transform any PC or Mac into a sophisticated call controller, so you can begin managing and delegating calls to employees\u2019 cell phones without the addition of any new hardware.<\/span><\/p>\n

Call Routing for Team Leaders<\/strong><\/h4>\n

Generally, <\/span>call delegation<\/span><\/a> is used by administrative assistants to route calls to executives (or other staff) for whom they work. Retailers can take advantage of this feature by using <\/span>call delegation<\/span><\/a> to put one senior customer service executive or corporate staff member in charge of routing calls to up to 10 assistants. At the central console, your senior exec can just pick what numbers they want to forward and to whom\u2014they can even set rules to route calls from certain numbers to a specific employee or voicemail system.<\/span><\/p>\n

The benefit a cloud solution provides is that the assistant can still perform their duties while working from home, thereby protecting executives from disruptions at a critical time.<\/span><\/p>\n

Respond to Customer Queries on Every Channel<\/strong><\/h3>\n

Delegating calls is one thing, but what about when a customer leaves a voicemail message or asks for a phone call to follow up on a customer service request that was submitted digitally? It\u2019s easy for open customer cases to fall through the cracks if you don\u2019t have a system to assign customer queries to specific employees. Fortunately, some cloud contact center solutions also let your customer service managers assign tasks to specific employees in their app, make notes, share files, add team members, and request evidence of task completion from specific employees.<\/span><\/p>\n

Lockdowns have led to entire offices suddenly working remotely. This can be a challenging feat if you\u2019re not used to managing a digital customer service team. But a cloud contact center with omnichannel task management capabilities can help you increase accountability from your customer service team\u2014even when they\u2019re unexpectedly working from home. If your company could benefit from customer engagement options, find out how your remote workforce can get up and running with RingCentral\u2014at no cost<\/a>.<\/span><\/p>\n

Centrally Administer Greetings to Personalize the Experience<\/strong><\/h3>\n

One of the most effective ways to maintain communication with customers when you\u2019re out of the office is completely hands-off. With a cloud-based, centralized phone system, you can use an auto attendant to share key information and route customer calls to the right branch of your business. RingCentral\u2019s <\/span>IP telephone system<\/span><\/a> enables you to further customize your recorded message to address customers\u2019 needs. You can record different greetings for each phone number, day of the week, and\/or time of day\u2014so your customers get a fully personalized experience each time they call in, even when your staff isn\u2019t available to take their calls.<\/span><\/p>\n

Cloud Communications Enables Flexible Communication<\/strong><\/h3>\n

These are strange times, but when they end (and they will end), customers will remember which retailers made themselves available and maintained communication during the shutdown. RingCentral\u2019s <\/span>cloud communications<\/span><\/a>\u00a0solutions can give your team the flexibility they need to continue professionally responding to customers\u2019 inquiries remotely from any device. Keep your customers satisfied so they\u2019re ready to purchase from you again when life resumes.<\/span><\/p>\n

RingCentral<\/span><\/a> combines communications\u2014voice, video, and team messaging\u2014into one seamlessly integrated platform that works across multiple devices and includes cloud contact center technology. It also offers chat, file sharing, and task management features and even integrates with popular business apps like Google Drive, Box, and Jira. Customer service agents and corporate employees can access RingCentral\u2019s cloud-based app from anywhere and on any device\u2014so your remote workforce can still work together to meet your customers\u2019 evolving needs.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

We are living in a time when a retailer\u2019s ability to communicate with customers has never been more important, or more challenging. Many businesses were shut down without adequate time to prepare to handle customer inquiries while physical stores and\/or physical contact centers are now closed. Customers, however, still expect quick service and first call …<\/p>\n","protected":false},"author":29,"featured_media":40055,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18670],"tags":[17496,1461,16762,17088,356,5105],"class_list":["post-40054","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retail","tag-at-home-agents","tag-customer-communications","tag-inbound-call-routing","tag-omni-channel-cloud-contact-center","tag-remote-work","tag-retail"],"acf":[],"yoast_head":"\nHow to maintain communication during store closures | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"We are living in a time when a retailer\u2019s ability to communicate with customers has never been more important, or more challenging. 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