Retail & e-Commerce

Serving an Empowered, Mobile Consumer Online and Offline

Digital innovation has shifted power from brands to customers. The customer is now in control and delivering an exceptional customer experience means providing service in the channels they prefer 24x7.

Sallybase retail customer service outsourcing provides customer support services that resolve issues on first contact; keep existing customers loyal and well-positioned for future spend, and grow your top line revenue. Focused on building and protecting your brand, managing seasonal peaks, growing average order value and improving the customer experience across every channel, we'll help you build lasting relationships with high-value customers.

How we do it

• Our Customer Recovery Model provides real-time feedback to business owners and franchisees ensuring a quick course correction on customer complaints. Our brand protection strategies successfully "recover" a customer's business before it is lost to competition.
• Using high-performance retail omnichannel solutions, Sallybase provides a holistic brand experience, integrating frequently asked questions with computer-based chat and click-to-talk.
• We provide proactive social media management solutions and strategy, including social command centers as well as diagnostic and prescriptive analyses. We monitor social media activity via selected keywords for 95% of internet traffic, observe real-time online activity, classify content, engage with consumers, and proactively identify trends that guide business improvement decisions.
• Our Customer Analytics and Insight reporting identifies spend patterns and informs strategies for moving passive consumers to promoters while keeping promoters advocates of your brand.
• Customer Effort Score (CES) reduction strategies that ensure faster issue resolution with fewer escalations, transfers, and repeat contacts.