{"id":40253,"date":"2020-06-08T00:00:00","date_gmt":"2020-06-08T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/how-do-i-service-retail-customers-using-at-home-agents\/"},"modified":"2025-03-31T00:03:22","modified_gmt":"2025-03-31T07:03:22","slug":"how-do-i-service-retail-customers-using-at-home-agents","status":"publish","type":"post","link":"\/us\/en\/blog\/how-do-i-service-retail-customers-using-at-home-agents\/","title":{"rendered":"How Do I Service Retail Customers Using At-Home Agents?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">When times change, you adapt or die.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re a business owner or contact center manager, digital technology and a renewed focus on serving the shopper has resulted in an increased emphasis on customer experience, or CX.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">64% of consumers expect companies to respond to and interact with them in real time<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">1 in 4 associates feel unprepared to connect with shoppers<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Since late February, <\/span><a href=\"https:\/\/www.zendesk.com\/th\/blog\/zendesks-benchmark-snapshot-impact-covid-19-cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">some companies have seen a 14% spike in their average weekly customer service ticket volume<\/span><\/a><span style=\"font-weight: 400;\">, compared to the same period last year<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">According to data from Adobe Analytics, daily e-commerce sales have increased by 25% in the U.S. in just the first three weeks of March 2020. But all those sales may actually be a mixed blessing. Customer service centers are experiencing <\/span><a href=\"https:\/\/venturebeat.com\/2020\/03\/19\/coronavirus-is-prompting-companies-to-adopt-ai-call-center-solutions\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">an unprecedented uptick in overall call volume<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With \u201c<\/span><i><span style=\"font-weight: 400;\">longer-than-average hold times<\/span><\/i><span style=\"font-weight: 400;\">\u201d the new watchword, businesses must find creative ways to meet customer demand.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The reasoning behind this is simple: The longer consumers wait to reach a customer support agent\u2014and more than 50% of customers won\u2019t do business with a company after a bad experience\u2014the more likely they will leave you for one of your competitors.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, how do you deliver the service your customers expect\u2014if you have to rely on <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/deploying-work-from-home-call-center-agents-in-retail\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer-service agents working from home<\/span><\/a><span style=\"font-weight: 400;\">?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this post, I share solutions that are helping retailers navigate the current economic uncertainty.<\/span><\/p>\n<h2><b>Adapting to a changing marketplace: why retailers must prepare<\/b><span style=\"font-weight: 400;\">\u00a0\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">With more and more people turning to online shopping, the question is: How will retailers handle the corresponding rise in the number of customers needing support?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In a world that is increasingly on-demand and real-time, <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/taking-care-of-the-customer-in-uncertain-times\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">taking care of customers<\/span><\/a><span style=\"font-weight: 400;\"> is paramount.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, when customers call for help, you want to deliver a great customer experience. However, as many agents are forced to work from home, organizations are left looking for the best ways to continue supporting their customers using remote agents.<\/span><\/p>\n<h2><b>What does it take to deliver a top-notch CX?<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The only way to succeed in the face of uncertainty is to face challenges head-on.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is not the time to be uncertain about your next move.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Yet that\u2019s exactly what many retailers have done in the face of the current situation. <\/span><a href=\"https:\/\/variety.com\/2020\/digital\/news\/netflix-drops-phone-customer-support-worldwide-coronavirus-1203543349\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Netflix and Roku<\/span><\/a><span style=\"font-weight: 400;\"> are just two examples of brands who\u2019ve scaled back customer-service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When customer requests are up across the board and agents are getting a crush of support calls, customer service is not just a business process, it&#8217;s one of the most important elements of your business.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, don\u2019t simply stand back and copy your competitors&#8217; strategies. The mark of a thriving business is that it is constantly evolving.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now is the time to adapt quickly to meet customer demand and safeguard customers\u2019 trust, especially for companies in the sectors that have been among the hardest-hit. Naturally, we have a few tips for you.<\/span><\/p>\n<h2><b>4 ways you can create better customer experiences<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019re using at-home agents for customer service during these unprecedented times, here are four ways you can deliver a great retail experience:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><b>Enhance shopper engagement<\/b><span style=\"font-weight: 400;\">: Today\u2019s consumers have more choices than ever so it\u2019s important to engage shoppers during their shopping journey. You can leverage technology to connect with customers via their channel of choice whether that\u2019s chat, SMS, messaging, email, voice, or video. There is an opportunity to improve every interaction that shoppers have with your company.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Empower your customer service staff<\/b><span style=\"font-weight: 400;\">: It\u2019s no secret that customer service reps are typically the first line of communication for frustrated customers. That\u2019s why you should <\/span><span style=\"font-weight: 400;\">give <a href=\"https:\/\/www.ringcentral.com\/virtual-call-center.html\">virtual call center<\/a> staff everything they need<\/span><span style=\"font-weight: 400;\">\u2014from the latest information about merchandise and inventory to policies for returns and exchanges\u2014to help customers feel happy and satisfied.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Facilitate effortless experiences<\/b><span style=\"font-weight: 400;\">: Did you know that <\/span><a href=\"https:\/\/hbr.org\/2010\/07\/stop-trying-to-delight-your-customers\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">research shows<\/span><\/a><span style=\"font-weight: 400;\"> reducing the amount of effort customers expend\u2014the work they must do to get their problem solved\u2014builds loyalty? The same study found reducing customers\u2019 effort also lowers customer service costs and decreases customer churn. When your customer service agents can oversee merchandise delivery, exchanges, repairs, and returns <\/span><i><span style=\"font-weight: 400;\">and<\/span><\/i><span style=\"font-weight: 400;\"> provide shoppers with real-time notifications through their channel of choice, then you\u2019ll be offering what consumers are craving.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Expand self-service options<\/b><span style=\"font-weight: 400;\">: Today\u2019s consumer wants everything on-demand, customized, and fast. But, increasingly they also want simple self-service options. This could take many forms, from an online help center or online chat support to using chat, messaging, and conversation bots. Something your at-home customer service agents and your customers may find valuable is a knowledge base with relevant, easy-to-understand answers to commonly asked questions.\u00a0<\/span><\/li>\n<\/ol>\n<h2><b>This is how RingCentral can help<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">In recent months, a lot has changed. <a href=\"https:\/\/www.ringcentral.com\/lp\/covid19-cx-offer\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral wants to help<\/a><\/span><span style=\"font-weight: 400;\">\u00a0your organization continue its customer engagement activities during difficult times by making it easier for your work-at-home agents to serve your customers until those agents can return to the office or contact center facility.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are a few ways we can help, depending on what you need. For example, RingCentral contact center can help support your efforts with:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Inbound call routing<\/b><span style=\"font-weight: 400;\">\u2014When a customer calls in, their call is directed to the appropriate agent (Spanish-speaking agents; the customer has a specific question about their item or how to set up their item, etc.), which saves time and helps avoid frustrated customers.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Collaborative contact center<\/b><span style=\"font-weight: 400;\">\u2014This feature connects contact center agents with the entire organization. Too often agents are siloed away from the rest of the company (especially now with everyone working from home). With a collaborative contact center, agents can reach out to subject matter experts throughout the organization to better serve customers.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Digital platform<\/b><span style=\"font-weight: 400;\">\u2014With our technology, your customers can reach out on the channel of their choice. Plus, associates, agents, and fulfillment personnel are connected and can coordinate merchandise delivery, exchanges, repairs, and returns. That means increased shopper satisfaction.<\/span><\/li>\n<\/ul>\n<h2><b>Stay up and running with RingCentral<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Today, technology allows people to work from anywhere\u2026on any device.\u00a0<\/span><span style=\"font-weight: 400;\">But delivering a frictionless shopping experience is not an easy task. It takes the right tools, the right customer service reps, and the right approach (check out these <\/span><a href=\"https:\/\/www.ringcentral.com\/resources\/remote-central.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">tips and insight<\/span><\/a><span style=\"font-weight: 400;\">s on servicing your customers with at-home agents). If you want to learn more about how to keep your customer service up and running at all times with work from home agents powered by RingCentral<\/span><span style=\"font-weight: 400;\">, check out our <a href=\"https:\/\/www.ringcentral.com\/lp\/covid19-cx-offer\" target=\"_blank\" rel=\"noopener noreferrer\">Covid19 Offer &#8211; Customer Engagement Platform<\/a>. <\/span><span style=\"font-weight: 400;\">For a limited time, we\u2019re offering an inbound voice <a href=\"https:\/\/www.ringcentral.com\/cloud-contact-center.html\">cloud contact center<\/a> or a digital customer engagement service with FREE seat licenses for 90 days.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When times change, you adapt or die.\u00a0 If you\u2019re a business owner or contact center manager, digital technology and a renewed focus on serving the shopper has resulted in an increased emphasis on customer experience, or CX. 64% of consumers expect companies to respond to and interact with them in real time 1 in 4 &#8230;<\/p>\n","protected":false},"author":29,"featured_media":40254,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,18390,4,18391,17903],"tags":[17779,16325,743,402,5105],"class_list":["post-40253","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-communication-and-collaboration","category-customer-experience","category-it-leadership","category-mobility","tag-agents","tag-collaborative-contact-center","tag-customer-experience","tag-customer-service","tag-retail"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How Do I Service Retail Customers Using At-Home Agents? | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"When times change, you adapt or 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