Despite the possibilities of email and social media, the customer likes nothing more than talking to another person about their product queries; with the call centre still very much sitting at the heart of customer service.
Providing support to customers across all shopping channels, the call centre is critical to retaining relationships and retaining business.
Microsoft Dynamics AX and CRM enable retailers to facilitate effective call centres, providing phone operators with data around new product information and promotions direct from head office. Furthermore, by providing data around unique customer accounts and their purchasing history, Microsoft Dynamics AX and CRM allow call centres to solve customer queries quickly.
Let HSO empower your retail call centre in the following ways:
- Call management - monitoring of inbound and outbound calls to assess complaint levels
- Know the customer - with access to Microsoft Dynamics CRM, call operators can understand previous customer engagement to provide greater service
- Customer service - leading customer service functionality to recruit new prospects and find cross and upsell opportunities
- Stock management - update over the phone returns and purchases to maintain accurate inventory levels in real time
Talk to HSO about Microsoft AX and CRM and what they can do for your retail call centre channel.