Challenges

• Competition from online and high street stores lead to intense pressure to reduce and manage costs.
• Retailers must provide a consistently high experience across all channels – multiple stores, online and call centres.
• Employees struggle answering calls promptly while simultaneously assisting in-store customers.
• Difficulty separating out calls about store hours and products. Old PBX systems make it hard to screen out calls from competitors collecting current pricing information.
• A need for real-time communications across multiple sites.
• Disparate, multi-vendor PBX estates cost more to maintain and result in an inconsistent image.

Solutions

• Yoozoom’s Cloud Telephony Auto Attendant routes incoming calls to the correct staff or to information about operating hours, reducing caller wait times.
• Calls can be routed to staff based on their expertise so they can assist customers in the store. The external CLI feature lets employees know when competitors are snooping.
• For multi-store retailers, Yoozoom’s Cloud Telephony enables calls to be answered within a few rings by staff anywhere, on any device. With Calling Line/Name presentation, calls can be answered in the correct manner, e.g. knowing which store the customer called.
• Call Detail Records let retailers review after-hour calls, returning them the following day avoids losing business.
• The Push-to-Talk feature enables staff to use their phones as intercoms and communicate instantly between extensions.
• Using Wi-Fi, the mobile App is an alternative to DECT cordless phones – staff use their own device. The App serves as a virtual desk phone in their pocket – free internal calls, plus at-a-glance presence availability status of colleagues.
• In-store Wi-Fi can also be used by customers to research their desired products.
• On-site cordless solutions can help in communications, e.g. warehouse staff asked to deliver stock to the customer in store.

Benefits

• Improved customer service
• A phone system that reflects commitment to providing the best customer experience.
• HD voice is crystal clear so cuts out mistakes based on lack of hearing the customer and calls are answered within a couple of rings.
• Increased productivity
• Group Call Handling and Unified Communications Apps on mobile devices, tablets and desktops help speed the flow of communications across a retail organisation.
• Extending Cloud UC services to other organisations in a retailer’s supply chain speeds the communications flow across the entire value chain.
• Consistent service experience
• Yoozoom Cloud Telephony enables a consistent image and service experience across all stores, e.g. retailers can provide the same on hold message to customers calling in at any store.
• Rapid deployment means business as usual
• Setting up the service and plugging the desk phones into a data network is quick and easy, ensuring the retailer can get on with serving customers.

Cost Savings

• Consolidating the “voice estate” to a single provider has proven cost advantages.
• Free calls between all staff and companies lowers the monthly telephone bill.

Join the retail revolution

 X-hoppers is a retail headset solution that combines the agility of eCommerce with the proven power of face-to-face customer service.

24/7 Support

We support our customers round the clock. With our own UK-based team of experts.

National Coverage

Our regional teams across the UK provide nationwide IT support engineer network and support.

Fastest Response

Our telephone team work fast, getting your staff to return to productivity as quickly as possible.

Proactive Monitoring

Our engineers monitor your systems and silently resolve issues before they impact your business.