Unified Communications in the Retail Sector
A white paper published today by Incom-CNS confirms that retailers need to adapt traditional sales and customer service approaches to meet customer demands, by utilising Unified Communications (UC) to deliver omnichannel experiences that drive customer acquisition, retention and brand loyalty.
Entitled “The Four Challenges in the Retail Sector”, Incom’s paper delivers an in-depth analysis of the retail market and identifies four key market issues. The paper focuses on how the sector can address its biggest challenge of adopting transformational technologies to achieve the business and financial benefits associated with a successful UC deployment.
A retail sector specialist, Incom’s paper asserts that superfast connectivity, mobile applications, the use of smart devices, and the growth of the global online retail market has empowered customers with greater choice but resulted in diminished brand loyalty. Described as “autonomous”, customers are more likely to trust online reviews and personal recommendations to guide purchasing choices, yet still expect exceptional service. The paper also explores how UC helps retailers to deliver integrated omnichannel interactions and mobility strategies that enhance customer engagement.
Grant Counsell, Enterprise Sales Director at Incom-CNS, comments, “Retailers must create omnichannel interactions as part of a wider strategy to unify, simplify and integrate all communication channels with core operational systems. UC has a fundamental role to play in driving engagement, improving business efficiencies and reducing costs.”
Our paper reinforces how UC empowers retailers to attain digital parity by amalgamating the mobile and in-store shopping experience, and deliver personalised customer interactions that encourage loyalty. Ultimately, UC helps retailers achieve significantly enhanced revenues.
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