It’s no secret that happy customers are loyal customers. According to Salesforce, 91% of customers are more likely to make repeat purchases after a positive experience. In today’s competitive market, it’s not enough to offer quality products — businesses must also provide seamless and satisfying customer interactions.

In the crowded retail landscape, competing solely on product or price is challenging. The real differentiator? Outstanding customer service. Whether operating a brick-and-mortar store, an online storefront, or both, retailers must respond to customer queries efficiently and accurately. Achieving this requires the right technology and tools.

Fast, Informed, and Seamless Customer Interactions with UCaaS

Customer service begins the moment a shopper engages with your brand — whether in-store, online, or through a support channel. From answering product questions to handling post-transaction support, every touchpoint matters.

Retail customers expect interactions that are:

• Fast: Immediate responses without long call or text queues.

• Informed: Seamless connections to knowledgeable representatives without repeating account information.

• Seamless: Resolutions in a single interaction without being transferred multiple times.

A UCaaS platform can meet these expectations by integrating voice, text, video, collaboration, and more into a single solution. This enables multiple options for customer support, including:

Interactive Voice Response (IVR)

Automated menus help customers find answers to common questions quickly and efficiently.

Auto Attendant and Advanced Call Routing

When customers prefer speaking to a representative, an auto attendant connects them directly to the right employee. For systems with built-in call centers, advanced call routing ensures calls are efficiently directed to the appropriate department.

CRM Integrations

Integrating UCaaS with a customer relationship management (CRM) platform like Salesforce enables inbound record matching and screen pops with account information. This allows representatives to personalize and speed up customer interactions.

Business Texting

An integrated business texting solution, such as Bubble by Broadvoice, provides two-way texting options that many customers (especially Millennials and Gen Z) prefer. It also enables mass product updates and notifications to customer bases with a single text.

Meeting Customer Expectations Across Multiple Channels

Retail customers today have an accelerated sense of “instant gratification,” fueled in part by the switch to digital-first shopping during the COVID-19 pandemic. Real-time customer assistance is not just preferred; it’s expected.

Text messaging has become an increasingly popular way for retailers to interact with their customers. However, not all customers prefer texting — some still want to speak with a person, especially when dealing with complex queries.

A UCaaS platform with an integrated call center and business texting solution gives customers the flexibility to choose their preferred communication channel. Messaging is part of an overall communication strategy, not the sole offering. Unified communications solutions, such as Broadvoice b-hive, deliver a comprehensive suite of tools—including voice, business texting, contact centers, and CRM integrations—on a single platform.

Enhancing Customer Experiences with the Right Technology

While technology alone can’t solve every customer service issue, it should never be the cause of one. Empowering teams with the right suite of unified communication tools allows retailers to improve the effectiveness of every interaction, regardless of the channel.

Want to enhance your customer interactions and build long-lasting relationships? Connect with us to discover how the Broadvoice can help your business deliver faster and more effective customer service.