Carey Stoker, senior vice president, customer care services at Radial, provided an overview to Retail Customer Experience on trends in customer service.
Interacting with customers requires a special combination of warm, fuzzy, and smart.
More than a service partner, Radial’s Customer Care service utilizes industry-leading technology across six customer care centers to deliver a seamless interaction with every single customer. The world’s favorite brands trust us and our dedicated brand experts to act on their behalf.
We understand customer care involves more than simply handling customer interactions. Our highly trained representatives don’t just answer questions, they make recommendations, provide tech support, drive sales, and listen with the care and attentiveness your customers deserve.
But we don’t stop there. Every day we look for ways to improve with innovative solutions and services that give you and your customers more options to access information and quickly get to the heart of the matter on your terms.
During your peak selling seasons, our team works behind the scenes, scaling to your demand, keeping response times short and satisfaction scores high. Just ask our clients, who achieve higher customer satisfaction scores than our competitors and industry benchmarks.
14
million
contacts handled in 2018
3.3
million
peak contacts
3,800+
seats
globally
Radial Wins NICE Award for Customer Service Excellence
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Contact usOur Customer Care Centers
Colorado 5 William White Boulevard |
Florida 915 South Babcock Street |
Georgia 3045 Scarlett Street |
Belize 90 Newtown Barracks |
Canada 6100 Freemont Boulevard |
India Module 1, 5th Floor, Neville Tower |
United Kingdom Broadway Business Park Unit 26 |
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Customer Care Elements
Interaction Analytics
Improve efficiency, reduce costs, and increase revenue, while boosting customer experience and satisfaction scores. Expert consultants review and analyze recorded interactions with your customers to provide valuable business insights and recommendations.
Social Media
Today’s most powerful customer care channel is one that can also be the most overwhelming. Expertly manage the customer experience on Facebook, Twitter, and all other major social media platforms with an offering based on your unique needs.
You can monitor activity to discover analytics and insights, or have our agents actively respond to and comment on social media posts. Either way, you’ll know your brand image is intact.
Chat
47% of consumers who shop online prefer to check their order status or request additional product information via online chat. We at Radial are just as happy to chat. We have full-service chat solutions to answer questions and resolve situations in real time.
Give your customers quick access to information and free up your agents with an enriched self-service experience that allows customers to get the help and answers they need three times faster through a visual smartphone menu.
Business Intelligence
Make optimal decisions to drive profitability and ensure maximum customer satisfaction with a complete advanced reporting and analytics suite.
Messaging
Offer your customers mobile messaging apps like SMS, Facebook Messenger and other conversational mediums to provide an immediate response to customer questions and inquiries while building a responsive and engaging brand experience with your customers.
Robotics and Workforce Intelligence Improves Customer Experience
Industry Insights
From offering robust loyalty programs to personalizing consumer experiences to simplifying return processes, there are many effective ways to attract new customers and keep them coming back.
A new survey, conducted by Radial and NAPCO Research, of U.S.-based retailers with annual revenues over $10 million, reveals just how popular BOPIS is.
Case Studies
Customer success story
Retailer Hibbett Sports leveraged Zappix On-Demand Customer Service Solutions to appeal to their digital-savvy customers
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Customer success story
Visual IVR Solution Helps Aéropostale Drive Customer Satisfaction and Loyalty
Aéropostale customers can now choose to quickly navigate a visual-based menu optimized for smartphones versus listening to audio prompts and interacting via voice. The result is a much faster and satisfying support experience.
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Customer success story
A Chocolate Success Story: How Godiva Increased Sales and Average Order Value Through Customer Service Interactions
Godiva Chocolatier, the global leader in premium chocolates, was looking for a way to increase sales conversion and average order value (AOV) in the contact center. The Chocolatier turned to Radial to provide a process and training on how to turn each customer call into a sales opportunity so that agents could successfully upsell customers.
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Customer success story
Brand-Name Apparel Retailer Adds Chat to Drive Customer Satisfaction and Conversations
One of the world's largest brand-name apparel retailers turned to Radial to add chat to their contact mix. The result was faster service and increased conversion.
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