Thursday Dec 13, 2012

Oracle Customer Experience (CX) Solutions Make Retailers Merry

Tis the season to be jolly. If you’re a retailer, your level of jolliness depends on sales. So you watch trends like U.S. store traffic increasing 3.5% to 308 million on Black Friday but sales actually falling 1.8% to $11.2 billion.

Fortunately, by the end of November, retail sales were up 3.7% over the previous year, thanks to life recovering after Hurricane Sandy. And online sales topped $1 billion for the first time ever!

Who are the companies improving their sales online? They are big names like Walgreen’s Drugstore.com, Nordstrom’s HauteLook, and Intuit. More importantly, how are they doing it? They use cutting-edge business practices enabled by Oracle’s CX Cloud Service & Support solutions to:

  1. Increase conversions rates and order sizes (Customer Acquisition)
  2. Enhance customer satisfaction and loyalty (Customer Retention)
  3. Reduce contact center costs and improve agent productivity (Operational Efficiency).

Acquisition + Retention + Operational Efficiency = Sustainable Growth and Profits. That’s the magic formula for retail customer service success. Don’t take our word for it. Look at the results of these Oracle customers:

  • Walgreen’s Drugstore—30% sales conversion rate on chat sessions with 20% increase in shopping cart size
  • Nordstrom’s HauteLook—40,000+ interactions per month—20% growth over last year— efficiently managed by 40 agents, with no increase in IT costs
  • Intuit—50% increase in customer satisfaction and 70% decrease in cost per interaction

Using Oracle’s CX Cloud & Service solutions, these retailers deliver consistent, relevant, and personalized experiences across all touchpoints, including social, mobile, and web. Their ability to connect with customers anytime, anywhere—providing the right answer at the right time—helps them create a defensible advantage in the marketplace.

Want to learn more? Please visit http://www.oracle.com/goto/cloudlaunchpad for free resources on delivering exceptional customer service in the Cloud. Also, watch our YouTube channel to learn more about seamless multichannel retail and Winston Furnishings’ exceptional customer experience.

Customer Experience in the Year Ahead

With 2012 coming to an end soon, we find ourselves reflecting on the year behind us and the year ahead. Now is a good time for reflection on your customer experience initiatives to see how far you have come and where you need to go.[Read More]
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