Improving Customer Service For Retail
Executive Summary
Customer service is the backbone of any business. It is the face of a company and the first point of contact with customers. To create a loyal customer base, it is essential to provide excellent customer service. A great customer experience helps to build a positive relationship between the company and its customers. To cultivate customer loyalty, one of our retail clients wanted to use a strategic approach to improve customer service. CloudSolutions.zone proposal was to integrate cloud strategy into business strategy using AWS Serverless technologies.
Building customer relationships
Businesses can build customer relationships by providing excellent customer service and recognizing customers. Comprehensive understanding of customer needs, effective communication, and providing customers with quality experiences. It is important to provide personalized customer service and deliver excellent experiences to build customer relationships.
Our retail client’s website contains “Contact Us” form on their website. Yet, when customers fill up the form and submit it with their needs, manual responses were never consistent. Customer interaction data was not persisted either.
The end result: Unhappy customers, higher customer acquisition costs and poor customer retention rate.
The Challenge
Customer service is all about communication and creating and managing expectations. It is an important part of providing excellent customer service. Customer wait time is one of the crucial elements that influence a customer’s experience. It can ruin all efforts to supply a product or service of outstanding quality. The extent to which a customer starts to think that they are wasting their time decreases the perceived value at every level. The challenge was to create a cost-effective, scalable solution that simplifies customer interactions. The solution should also provide a base for analyzing customer interactions. The client wanted to create an open and friendly communication environment with customers. It includes responding to customer feedback and reviews and communicating with customers in near real-time.
Our Solution
Using AWS Serverless components, businesses can leverage the power of cloud computing. It helps to increase business capabilities at a reduced cost. It allows them to focus on providing excellent customer service and concentrate on high-value activities. CloudSolutions.Zone enables retailers to deliver consistent brand experiences across customer touchpoints.
Business Outcomes
Using the above solution, our retail client nearly doubled the customer retention rate with other benefits as below:
- Address customer needs and expectations in near real-time
- Completely Serverless solution that saves on cost and easily integrates Cloud and Business Strategies
- Ease of integration into the existing websites/web applications
- Increased business capabilities for analyzing customer interactions and take actions
- Immediate value from IT investments as they directly contributed to business success
About CloudSolutions.Zone
CloudSolutions.Zone specializes in getting big things done in a small budget.
Connect with Us for integrating cloud strategy into your business strategy. Cloud Solutions.Zone is a Canadian-based cloud consulting service provider for IT solutions. We specialize in sophisticated and challenging cloud system integration projects such as cloud-native applications, cloud security, AI/ML solutions, data migrations, and cyber security solutions.