The distributed nature of retail chains makes handling customer service challenging, particularly when you're relying on legacy channels like live chat, voice calls and email.
ServiceDock aggregates multiple digital engagement channels into one simple application that can easily be used at store or head office level. We route messages to the appropriate teams and provide your staff with the most efficient way to respond so you can deliver seamless omnichannel customer service.
Many frontline retail staff are experts in the products they sell but they’re under-utilised when it comes to pre and post-sale service.
Our messaging-based solutions enable store associates to answer pre-visit queries from local consumers which helps improve in-store conversion rates. They can also handle post-sale queries which improves customer experience and loyalty.
Thousands of customers visit or contact your stores every week. By creating digital touchpoints between offline customers and your stores, we help you convert more of them to omnichannel customers and reduce online acquisition costs.
We also facilitate ecommerce customer service and can make it easy for your digital team to transfer users to local stores staff when it's more appropriate to handle requests locally.
Generate productivity gains by enabling store staff to handle customer queries during quieter spells in the store, which can lead to reduced call centre overheads.
Many complaints on retail social media accounts relate to store-specific issues. Improve resolution times by moving public posts to private messages so store managers can respond directly to local customers.
SEE HOW MOTHERCARE IRELAND INCREASED NPS BY 16% USING THE SERVICEDOCK PLATFORM
The customer’s experiences pre and post-visit are just as important as the in-store experience. ServiceDock’s platform enables you to match the best of online service standards which will drive customer loyalty and word-of-mouth marketing.
The days of customers having to ring a store or return in person for service are dying. Millennials want to experience the level of personalisation they’re accustomed to online and they’ll gravitate to the businesses who deliver on that. Implementing a solution like ServiceDock will help you steal a march on competitors.
ServiceDock is built from the ground up for chain stores and is a cloud application so IT’s involvement can be kept to a minimum. User permissions and reporting reflect the org structures of most multi-unit businesses so you can get started quickly and generate more value for less effort.
It’s not efficient or practical to have staff using multiple applications to deal with customers on different platforms. ServiceDock centralises all major channels and consolidates feedback and service in one app.
There’s no more effective way to capture customer emails and marketing permissions than messaging-based surveys and service queries. We can also help convert in-store customers to online customers if desired.
We are GDPR compliant and are built on Microsoft Azure so you can be assured that you have a reliable partner processing your data and that your customer’s details are safe. Learn more about GDPR and ServiceDock here.
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