SmartNumbers in Retail

As customers increasingly demand the ability to engage retailers through many media – from visiting the store in person, phoning a store or call-centre, or going on-line – giving a consistent, on-brand, fast yet personal service becomes an ever greater challenge. Customers want the personal touch of calling a local store, with the on-brand experience and speed of answer associated with a call centre.

For retailers improving call treatment can turn a customer headache into a branding and advertising opportunity. Experience has shown that call abandonment rates can be cut by two thirds by carefully crafted audio messages.

Corporate insurers review the preparedness of businesses to withstand disruptive events by examining business continuity plans. Many businesses today have invested in resilience of their data services but not so their voice services. Insurers have identified that this business critical medium by which a head office relies, in order to continue to communicate to its stores and its suppliers, has been neglected.

SmartNumbers has been adopted by many retail organisations. The benefits the service brings include:

  • Reduced cost through improved call handling across the retail estate.
  • Increased sales and customer loyalty.
  • Improved resilience of voice services to meet insurers expectations.
  • Simplification of message broadcast across the retail estate to communicate price changes and discounts.

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