Solutions for Retailers

In retail every customer interaction provides you with an opportunity to increase revenue as well as customer loyalty. Missed calls, long hold times or callers needlessly transferred between agents will have your customers looking elsewhere to make their purchase.

The OnDemand Contact Center from Contactual covers all customer-facing aspects of your business. From fielding product inquiries from your ecommerce site, to supporting inbound telesales, to quickly routing callers to the right agent, Contactual gives you the tools you need to ensure your customers are taken care of right away.

The Contactual OnDemand Contact Center lets you manage customer interactions regardless of how your customers prefer to contact you – by phone, through a chat link on your website, or via email. With Contactual you can focus increasing sales and servicing your customers without worrying about the high cost and headaches that come with managing complex call center infrastructure.

Key Benefits for Retailers

Ramping up for seasonal call volumes, or to handle a special promotion, is finally easy. Contactual allows you to quickly add more agent seats without the long lead times associated with premise-based solutions. Just add your additional agents via the web-based interface and they are ready to take calls within minutes.  You can scale back down just as quickly so you can say goodbye to excess capacity that goes unused most of the year.

 Freedom to Deploy Agents Anywhere

With Contactual's virtual call center all your agents need is a web browser, an Internet connection and a phone. There is no hardware or software to install and never any plug-ins to download and configure. Contactual provides real-time monitoring and powerful reporting capabilities so your supervisors and managers can manage operations in real-time. Agent to agent chat and broadcast capabilities allow everyone to function as one seamless unit regardless of physical location. 

Contactual’s easy-to-use IVR combined with our patented skills-based routing technology ensures that each incoming call, email, or chat request is routed to the best available agent. Contactual’s out of the box integration with leading CRM applications provides your representatives with immediate access to customer history allowing for more targeted up-sell and cross-sell activities. Contactual’s web API suite extends integration capabilities to other third-party applications as well.

Customer Success Story

Learn how Cycle Gear benefits from the Contactual OnDemand Contact Center in their retail business.