Retail, a sector that has always been on the move, is about to undergo even more significant changes. In this follow-up to our previous blog post on the top five retail trends, we explore how these developments could impact customer service and outsourcing. 

Trend 1

In the age of omnichannel retail, the line between physical and digital shopping is blurring. This shift requires a new breed of customer service agents who can thrive in both environments. The evolution from brick-and-mortar stores to online platforms to social media interactions demands a versatile skill set. This transformation might necessitate extensive training and development opportunities to ensure agents can deliver a seamless customer experience, irrespective of the channel. 

Trend 2

AI is no longer the future – it’s the present. With AI tools automating routine tasks, customer service agents can concentrate on resolving complex issues that require a human touch. While chatbots and virtual assistants tackle straightforward queries, human agents will become critical in handling escalated cases and providing personalised service. However, retaining the ‘human’ element in customer service is vital as automation becomes more prevalent. 

Trend 3

The diversification of shopping channels brings its own challenges. Ensuring customer service teams can handle inquiries across all channels will require businesses to develop multi-skilled agents. Whether it’s traditional phone calls, social media interactions, live chats, or even emerging technologies like VR and AR, agents must be adept across platforms. 

Trend 4

Customers are increasingly aligning their purchasing decisions with their personal beliefs and values. As such, customer service agents must embody the company’s ethos, acting as brand ambassadors. They’ll be more than just problem solvers – they’ll be the face of the brand’s values and mission. 

Trend 5

In a world where convenience is king, customer service strategies must evolve. Speedy response times, round-the-clock availability, and efficient problem resolution will become the norm. This shift may demand flexible working hours for customer service agents or the establishment of global service teams to cover various time zones. 

While these trends present a host of opportunities for enhanced, personalised customer service, they also bring challenges. Businesses will need to invest in training and development, reevaluate their work methods, and prioritise value alignment and convenience. 

Prepare Your Business for the Future of Retail 

As 2024 approaches, it’s clear that the retail landscape won’t stand still. To prepare for the future, businesses must adopt a comprehensive approach that appeals to modern customers’ needs and wants. 

With demands at an all-time high, ensuring your business has access to the additional skills and support it may require is crucial. Outsourcing essential processes can help reduce costs and enhance revenue potential. 

Discover how outsourcing can transform your retail business and put you ahead in this ever-changing industry.

1. The Convergence of Digital and Physical Retail 

By 2027, e-commerce is projected to reach a market value of approximately $5.56 trillion, surpassing traditional retail as more individuals embrace online shopping. However, this shift does not diminish the significance of physical retail experiences. 

Consumers still desire real-world interactions with retailers, especially if it means accessing unique experiences. As we approach 2024, companies must reimagine the integration of the digital and physical realms. This could involve offering pick-up in-store incentives to drive in-store footfall or introducing QR codes in physical stores to enhance the shopping journey by providing additional information and deals.  

An emerging trend expected to gain momentum is the demand for immersive VR/AR experiences that simulate real-world interactions, even in online shopping environments. 

2. The Rise of AI Tools 

AI tools are revolutionizing industries across the board, especially with the rise in popularity of generative AI solutions. According to a recent AI retail survey, nearly half of professionals (48%) believe AI will have the most significant impact on the retail sector in the next 3-5 years. 

The key to success lies in harnessing these resources effectively. In today’s world, where consumers crave personalised experiences, AI technologies can be crucial in delivering tailored recommendations and shopping journeys to buyers.  

By leveraging generative AI tools powered by your own business data, you can engage with customers online, provide prompt responses to their inquiries around the clock, and even offer relevant tutorials and guidance for new shoppers.  

Furthermore, AI can empower customer service and sales agents by providing them with quick access to the information they need to deliver a superior experience. It’s important to remember that AI is not meant to replace human experts; instead, it is a powerful tool to enhance their performance. 

3. Shopping Channels Continue to Expand 

Digital transformation has revolutionised the shopping experience in ways that exceed our expectations. Shopping is no longer limited to traditional e-commerce or physical stores; it now extends to apps, metaverse environments, and even social media platforms as customers embark on their buyer journeys. 

By 2023, the social commerce market reached an impressive milestone, reaching a value of $2.4 trillion. As Generation Z enters the buyer market and the creator economy flourishes with new influences, shopping behaviours are undergoing significant changes, ensuring the continuous growth of social commerce. 

Today’s younger customers seek a seamless buyer journey across the channels they frequent the most. This necessitates companies listing their products on platforms like Instagram, Facebook, and TikTok or creating virtual environments that offer real-time purchasing opportunities. 

The good news is that embracing multiple channels translates into increased sales opportunities for retailers. The more channels they incorporate into their strategies, the wider their reach and the greater their potential for success. 

4. Greater Demand for Shared Values 

Gaining customer loyalty has become increasingly challenging in the retail industry. Economic difficulties and cost of living crises are influencing shoppers worldwide. However, research indicates that organisations can retain their customers by embracing shared values. 

According to studies, approximately 56% of customers feel more loyal to brands that understand and resonate with them. Furthermore, 89% of customers remain loyal to companies prioritising shared values. So, what values should companies emphasise as we approach 2024? An empathetic approach is paramount. 

Given that consumers are facing financial struggles, retailers must make the purchasing process more accessible. Offering buy-now-pay-later options and customisable subscription plans are increasingly valuable. 

In addition, customers expect their favourite brands to contribute to protecting and preserving the environment. Around 4 out of 5 customers are more inclined to purchase from brands demonstrating a positive commitment to sustainability. If your company does not have an environmental, social, and governance (ESG) strategy in place, now is the time to develop one. 

5. Convenience is Key 

Convenience in shopping has always been a popular demand in the retail sector, but its importance is growing as we approach 2024. Even industry giants like Amazon are investing in cutting-edge technologies, such as drones, to enable faster deliveries than ever before. 

Since the pandemic, companies have embraced options like “in-store pickup,” allowing customers to collect their orders at their convenience instead of waiting for delivery. Offering a wide range of delivery options and convenient fulfilment methods has become crucial. 

However, enhancing shopper convenience goes beyond just delivery options. Providing seamless experiences, both online and offline, is equally important. In-store self-service checkout options will be a necessity in 2024, while one-click checkouts online will make purchasing a breeze for customers. 

In the coming years, retailers must thoroughly examine the customer’s buying journey and proactively eliminate any obstacles at each touchpoint. 

By prioritising convenience, retailers can enhance the overall shopping experience and foster customer satisfaction.   

Coming Up Next Week…

We’ll take a look at how these changes might impact customer services and demand for outsourcing services.  

Check out our retail stories

Our solution offering for New Era Cap involves providing customer services in five languages – which made our multilingual hub in Sarajevo the ideal choice of location. “As a major retail brand, it is crucial that our customers feel the essence of our brand in every interaction, whether it’s over the phone, through email, or on social media,” said Michael Nong, Head of E-Commerce. Our team takes immense pride in delivering the highest level of service to every customer. While statistics on quality and productivity reflect this commitment, nothing compares to witnessing our team in action – delivering on Michael’s objectives.  

With all our clients, we strongly believe in fostering strong relationships between teams, irrespective of the distance between them geographically. This partnership is an excellent example of that; the teams have developed a remarkable bond, functioning as a cohesive unit. The thoughtful gifts they had gotten for one another in anticipation of the trip represent that bond. 

During their visit, our clients had the opportunity to spend valuable time with their dedicated team, observing procedures, participating in brainstorming sessions, discussing best practices, exploring innovations, and witnessing problem-solving firsthand. These trips are the perfect opportunity to further develop these relationships both in and out of the office…  

Beyond work-related activities, we ensured the team from New Era Cap had the opportunity to explore the beautiful sights of Sarajevo. Our colleagues, with their extensive historical knowledge and expertise, provided fun guided tours full of interesting facts, which gave us all a better understanding of the wonderfully diverse culture. Of course, no visit to Sarajevo is complete without indulging in its exquisite culinary delights, washing it down with the local drink, rakija. 

Michael Nong, New Era Cap, Head of E-Commerce, who had the opportunity to meet the DDC team during the site visit, said: “After meeting the DDC team in Sarajevo, it is evident why they are regarded as one of the best global customer experience service providers. Their team exhibits great professionalism and consistently delivers high-quality work. The exceptional customer feedback we have received is a testament to the outstanding service and dedication they provide for New Era Cap.” 

Sarajevo provided the perfect backdrop for celebrating our five-year partnership whilst providing the opportunity to look at the project’s future. Thanks to all the team that made it such a memorable experience. 

To learn more about the benefits you could gain from our nearshore outsourcing facilities, please get in touch.

In the UK, 81% of consumers have said they’re planning to shop more during the Black Friday period to help manage the cost-of-living crisis while still ensuring they can stock up on gifts. All over the world, these trends can present excellent opportunities for retailers to increase revenue and loyalty. However, it’s crucial to have the right plan in place to handle this demand.  

As tempting as it might be to double down on your marketing and try to cultivate additional sales during the holiday, the promise of short-term revenue wins shouldn’t come at the expense of long-term loyalty. After all, while 58% of consumers say they’re willing to accept long waiting times and delays during the holidays, only 8% will accommodate bad customer service.  

Perfecting Customer Service at Peak Times 

Peak periods, ranging from Christmas to Black Friday to other seasonal events, can be a double-edged sword for brands. On the one hand, they’re a chance to connect with engaged customers and accelerate sales. On the other hand, they can often lead to issues with inconsistent customer service and overwhelmed operational facilities.  

Implementing an enhanced sales strategy for the holiday season means not only creating the right marketing campaign but also ensuring you have the right resources on-hand to support an increase in demand. More sales mean more questions, service requests, and demands from consumers.  

If you can’t handle this extra pressure, pushing your business beyond its limits could cause more damage than good. In 2020, a report found that around 50% of Brits began actively avoiding companies with bad service at Christmas, leading to a loss of around £1.9 billion for those brands.  

Before you dive head-first into a peak retail season, you’ll need to ensure you’re not over-promising and under-delivering. Ask yourself: 

• What do customers expect from you? Start by assessing the kind of expectations you’ve already built in terms of customer experience for your customers. Does your company offer ultra-fast delivery, convenient returns, and rapid customer support? If so, can you continue to deliver on the same promises as demand increases?  

• Do you have a stable supply chain? Do you have what it takes to continue delivering products to a higher number of customers? If your current suppliers are unable to deliver on-demand, do you have backup options in place? How will you deal with popular goods going out of stock during the holiday period? How are you going to manage fulfilment and ensure items arrive at customer destinations on time? Even if the answer is no to some of the above, you can alleviate some inbound traffic by proactively updating your customers and them offering options.

• Can your existing team members handle extra work? Any increase in sales will automatically lead to an increase in work for your team members. If your staff are already overwhelmed, how will you provide additional support? In-house recruitment, outsourcing partners? Short-term solutions can pose a range of problems.  

Plan for Peaks Beyond the Holiday Season 

While the holiday season may be the most common time for many businesses and retailers to experience a peak in demand, it’s important to remember that there are other peaks to think about too. Different brands have different peaks and troughs depending on their industry and target audience. A sports company might see an increase in sales around annual competitions, while a florist may have additional demand during Mother’s Day and Valentine’s day.  

There are even instances in which retailers can manufacture peaks and demands with sales, events, and clever marketing. Ensuring you’re effectively prepared for the unpredictable nature of retail is crucial to ensure you retain loyal customers. Because of this, simply hiring seasonal staff for a couple of months each year may not be the most cost-effective and resourceful strategy. Could it be tied into other activities? Where else could you benefit from support? Can you create long-term solutions to short-term demand?  

Rather than having to find, hire, and train temporary team members on a consistent basis, many brands will benefit from creating more consistent agreements with third-party customer support agents, which allow them to structure a steadier flow of orders and maintain customer satisfaction throughout the year. Companies could even assign their outsourced specialists to different tasks each month to ensure they’re leveraging their available resources effectively.  

A consistent and holistic strategy will allow brands to manage not just holiday peaks but unexpected changes in customer demand whenever they might happen. Make sure you can always take full advantage of peak sales times without compromising on customer service.  

To learn more about the work DDC OS do in retail, please get in touch. 

There has never been as much choice as there is today; the world of e-commerce has ballooned, which means that there are seemingly endless options at the click of a button. The pandemic has only accelerated this trend, and, as a result, some of the best-known brands globally have seen a considerable peak in sales. For example, in September 2021, Boohoo reported a record £976 million in sales over the previous six months.  

Competition is tough, so retailers must make sure that they meet consumers’ current needs and even the future needs they don’t yet know they want. Additionally, modern customers are increasingly concerned with the environment and sustainability. Developing an offering covering all these bases is taxing on retailers’ resources, particularly for less established brands. Consequently, retailers are turning to partnerships more than ever before in order to resolve these challenges. 

Collaboration is the Key  

There are multiple benefits to partnerships that can help us manage the biggest challenges set to hit retail in the coming years:  

• Recruitment, Floor Space, and Infrastructure. 

One challenge that every organisation is up against is finding enough skilled people to facilitate the number of roles available. For example, it has been commonplace for some companies to partner with department stores or other retailers by utilising some of their store space to sell products. This means that existing staff are upskilled to be able to support a level of customer queries for partners.  

Another way to tackle recruitment challenges is to partner with an outsourcing organisation, such as DDC OS. Slight sales puns aside, outsourcing has been a huge supplier of customer services for many years, giving brands strategic insight and access to a skilled workforce, all without the pains of resources and intricacies of contact centre management.  

Back to physical retail space, despite high street struggles, we still see mega supermarkets appear on what sometimes feels like a weekly basis. Interestingly though, we are witnessing the collaboration of brands sharing floorspace (or what is known as brick-and-mortar benefits) and, in turn, footfall, infrastructure and setup costs. Take Asda and Greggs, for example, which became the first supermarket to open the bakery goods counters within its own stores. There’s no doubt we’ll see more and more of this in the coming years.  

• Technology 

The challenges of keeping up with the fluid world of technology are plain to see. The sheer cost of reimagining your tech offering every few years is enough to scare even the most established organisations – the cost of not investing is even scarier. So, to help share this burden, we see a rise in collaborations:   

Take Virgin Media and O2 – a broadband giant and a mobile giant, working together to offer customers the ultimate bundle. Rather than competing and investing huge sums to do so, together, their offering has sent ripples through the telecoms market.   

Taking a more physical view of how technology partnerships can work, we shift our gaze to the US, where Walmart and Verizon have joined forces. The 5G rollout is well underway, and what would be a costly release for Walmart in its superstores is instead handled by their mobile partner, who in turn benefits from more users and exposure thanks to Walmart’s customer base; a win-win.   

• Brand building for specific demographics. 

We have all become increasingly more aware of the impact our actions are having on the planet. For some brands, attaining a green image is a vast and costly task, yet there is hope in the shape of collaboration.  

Roll back the years, Body Shop was making waves in the cosmetics industry. By highlighting how ethical they were, they, in turn, were displaying how lacking some cosmetic firms were with their own practices (at least in the eye of the customers). Impressed by their work, L’Oréal bought Body Shop in a huge deal, in turn showing a massive investment in ethical cosmetics and gaining an existing customer base and chain of stores. Natura have of course since purchased the Body Shop brand from L’Oréal.  

Ok, maybe a buyout isn’t the best example of collaboration. But, as ‘environment’ and ‘sustainability’ continue to gain airtime in boardrooms up and down the land, we see new articles every day highlighting the latest projects and partnerships.  

Take Tony’s Chocolate – their passion for improving the supply chain in the cocoa industry is inspiring. Aldi, possibly the UK’s biggest disrupter in the supermarket game, has partnered with them by first joining Tony’s Open Chain, which facilitates their supply chain’s goal. This was then followed by launching a chocolate bar partnership with them, the first in the UK.  

So, if you’re looking to increase your green credentials and appeal to conscious customers, ask yourself, who can I partner with?  

In a post-Covid world (still an uncertainty even today), things will continue to change quickly and remain challenging, and handling this as a retailer, regardless of size, will be testing. Therefore, partnerships are more appealing than ever.  

Collaboration felt like the ideal place to conclude this short blog series. We hope you have enjoyed the topics covered; we’d love to hear your take on any of the areas important to you. Moreover, we’d love to hear about your services that will help take retail forward.  

As we continue to develop in the wonderful world of retail, we will share more thought pieces with you. Why not get involved?  

With thanks, 

Team DDC.  

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DDC OS in Retail 

AI is here and here to stay…  

With higher volumes of online shopping comes more data, which means the emergence of Artificial Intelligence. The next generation of insights is here, and their ability to create tailored customer experiences are exciting. As per DataRobot, at least 70% of retailers are expected to adopt AI in the next two years. Here’s why:  

Utilise your existing data – many retailers have data-rich processes but are yet to unlock its potential, with 2/3 retailers claiming their greatest challenge is utilising their data. The uses can be endless; from planning your upcoming promotions and when to run them to choosing your next store location, data enables you to work smarter, not harder.  

Operational excellence – what operational team hasn’t questioned what can be done better? How many hours have been spent pouring over data looking for quick wins, big wins and that extra 5%? AI is helping retailers discover three times the gains in their efficiencies, saving time, resources, and even cash. 

Increase your revenue – each element of a retailer’s processes is under scrutiny to be more cost-effective, including any investments. Thankfully, AI is proving to increase revenues up to 31%.  

The Power of Personalised Marketing  

Setting yourself apart from the crowd could be as simple as understanding your customers better. In fact, according to recent data, a massive 80% of consumers are more likely to buy from brands that offer a personalised experience. Fortunately, you can use data-driven insights to determine what it is that your customers expect and need from you.  

Inevitably, more customised content increases your marketing spend, but the added value for customers could be the difference between them spending with you or a competitor. Insider Trends offered the following insight into how retailers are creating this more customised experience:  

• Create personalised recommendations based on customers’ search histories.  
• Customise your website based on the customer profile so they can access relevant items quicker.  
• Show products suited to their sizes and tastes. (Maybe you’ve already noticed a little note on your recent shopping experiences online: ‘you usually purchase this size’).  
• Advertise on their social media feeds based on their viewing of your website.
   

The possibilities that come from social media alone are endless. Facebook IQ’s report on the next era of hybrid shopping encapsulates the power of social media platforms perfectly: ‘With social feeds increasingly curated to personal tastes, these platforms act as tailored catalogues for shoppers to find products or brands that they may never have known existed before. It works too: 84% of shoppers purchased in-store after finding or discovering the item on social media.’ 

If that list isn’t exhaustive enough, we are seeing the entire marketing mix (the 4 P’s) utilised –let’s look at the product element. Customisable products and solutions are more popular than ever. Even major global brands notorious for their consistency are offering levels of personalisation. Take McDonald’s; whilst no longer in play; they launched the “create your taste” option across restaurants worldwide, letting customers build their perfect McDonald’s burger for the first time, a great example of mass personalisation.  

We don’t have to look in great detail to find many more current options for personalisation, from designing your own football boots with Nike, editing your Moet Champagne label, and getting your name on a jar of Nutella or a Dairy Milk bar.  

On that note, we’re heading to the snack cupboard as we look towards the next instalment which focuses on the role of collaboration in the future of retail.  

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DDC OS in Retail 

Flexibility in Delivery and Returns  

Perhaps one of the most significant changes in e-commerce is the customer’s decision-making process. For example, when a customer buys a piece of clothing online, they are unlikely to be sure of the fit and size; even the style can be hard to judge through a screen. In a physical store, much of this is negated. We have seen an increase in people purchasing more items online with the intention of returning much of the order – 1 in 3 fashion purchases are now returned. This change in purchasing behaviour has led to the need to modify and simplify returns processes. Ensuring that customers can return items quickly and efficiently isn’t an easy task, nor is it cheap, with an estimated £7bn cost associated with returns.  

As online orders increase dramatically, so have delivery and return demands, ‘with parcel deliveries rising 50 per cent to 4.2bn in the financial year ending last March, according to industry regulator Ofcom’. As a result, services such as, parcel lockers – like those provided by InPost – have become all the more necessary and popular. So much so that ‘the number of potential customers within 5 minutes of a locker has risen from 2 million to almost 7 million in the last year‘. Such infrastructures have been vital in easing the strain on even the biggest delivery giants whilst still living up to consumer expectations of a stress-free process. 

For those of us with an eye on innovation much further in the distance, enhanced touch screens are being discussed as an option to help customers feel objects. That would surely help reduce some of the return’s volumes. Watch this space, with some early versions of this expected in the next five years!  

Options for Payment  

The way that customers pay for online purchases is constantly changing. Before now, most retailers offered a single payment option. A consumer would input their card details and the money would leave their account accordingly. However, there has been a movement here to provide customers with more options. Using credit-based systems, such as Klarna, means that customers can buy products now and settle the balance at a time that suits them. Alternatively, a customer might choose to pay with PayPal, Apple Pay, Google, etc.  

Giving customers options is key – the easier their journey, the more likely they are to make a purchase. A word of caution, though; as the saying goes, more money (or, in this case, payment options), more problems. Therefore, your customer service team must be armed with the knowledge of the different options available to customers so they can effectively support incoming queries on payments. An informed customer service team is an effective one.  

Customised E-Commerce Experiences  

The major difference between in-store shopping experiences and the world of e-commerce is the presence of human interaction. So much of the online experience is automated; customers simply click a button and the products they’ve ordered get delivered to their door. This means retailers have limited opportunity to upsell products or encourage a purchase, as is possible in-store. Digital tools have come a long way in terms of the support they can offer customers online, but what can we do to make that situation more interactive and brand immersive?  

We are seeing more ‘customised’ shopping experiences appearing in the market. Take the fashion world with Stitch Fix and Thread – where the experience replicates having a personal shopper. These services show that creating more interactive offerings doesn’t necessarily mean increasing your headcount and therefore costs. We can certainly expect to see more of this as time goes on.  

Keeping up with Demand  

But, what of situations where a higher headcount might be required? Creating more interactive and immersive digital experiences will depend on your resources. As you add more strings to your bow, you aren’t replacing the old ones. Your customers will still want to call to see why that parcel is a day late, or to ask why they haven’t received a refund yet, or to complain that their order has not met expectations. This realistically leaves two options: 

Firstly, you can grow your own team – utilising that loyal, experienced instore team that has sadly seen its store close, giving them the chance to reallocate those skills. This has already been successfully implemented throughout lockdown; for organisations such as jewellers. Clearly, it is still possible to deliver high-quality customer service in such ways. 

Alternatively, you could choose to work with an outsourcing partner. They can deliver your standard customer service expectations and, importantly, go way beyond this by providing the kind of personalised services aforementioned. Outsourcers are flexible enough to grow with you, taking on the pains of recruitment during peak times. They can also offer you multiple locations for cost-saving purposes and, in most cases, provide access to multilingual, skilled staff – at least that’s the case here at DDC OS. More importantly, an outsourcing partner should be strategic, supporting your aims as an innovative, ever-evolving retailer.  

Indeed, lots to think about; in fact, next time, we will dive even deeper into the topic of delivery and returns.  

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DDC OS in Retail 

Since the COVID-19 outbreak began, many of the most beloved retailers have gone into administration; just over a year ago, the Arcadia Group – including Topshop, Topman, and Miss Selfridge – closed for good, and this shift has left the high street looking more and more desolate. However, while many physical shops have been forced to look at new and innovative ways to keep interest in an in-store experience, the e-commerce market has quickly adapted to the challenges, and demand continues to grow as a result.  

On a further positive note, e-commerce first businesses are now looking at what impact can be made with a physical presence. Amazon, the world’s largest e-commerce site, continues to push on with the opening of physical stores around the globe. It’s a trend that seems to be catching on with the likes of Gymshark and The Boohoo Group joining the movement. It will be interesting to see the innovative approaches they take to a more traditional channel.  

Online shopping has seen a 22% year-on-year increase since the pandemic started, so many UK consumers have evidently taken the transformation in their stride. Ordering products online — such as clothing, cosmetics, games, and homeware — has become the norm. This has created a gap in the market for new features and offerings in customer service: what can be done to handle the increased communication volumes driven by digital activity? How can we begin to replicate in-store experiences so that the customers leave with positive shopping experiences that go beyond a few clicks?   

The Interactive Digital Experience  

Most of us by now have used a chat bot or live chat, but could it be time to also make co-browsing, and virtual agents commonplace? Almost 40% of internet users prefer interacting with a chatbot instead of a virtual agent. Still, there are many ways to implement one of these systems into your online customer service setup.  

When a customer is browsing on your website and has a question about your products or services, they may be able to seek support through a live chat/bot feature or hesitate to interact at all. However, retail firms have the opportunity to take this to the next level: “Hi there, are you looking for something specific today? Here’s something to match the jeans in your basket. Just let me know if you’d like to ask any questions or see some recommendations.” So now, through pro-active chat there can be an in-store experience online.   

Whilst chatbots can deal with numerous customer concerns, co-browsing or virtual personal shopping is a tool that allows online agents to help consumers select the right products in real-time. For example, when a customer is searching for products on your site, a live agent will be able to see their active screen and look at products alongside them simultaneously. 

One of the significant advantages is that it allows agents to play a vital role in the customer journey. During this process, the agent can offer technical support, recommendations, upselling options, and deal with customer onboarding (to membership schemes and the like). In addition, as a retailer, you can install co-browsing platforms or add-ons into your existing online offering to give customers an entirely new—more immersive—experience.  

Further to co-browsing, we saw the rise of live video consultations. High-end purchases often require a more detailed shopping experience, which is often tricky online. Allowing customers to speak to an advisor “face to face” can make that daunting proposition easier. As highlighted by the Retail Times, “demand for live video consultations sees no let-up as physical retail reopens.” It is a great option where co-browsing may not be suitable, or the customer is looking for that next level of service.  

These kinds of tools are enabling market “disruptors” to have an impact on traditional practice. Take the world of estate agents – video consultations for viewings and beyond are becoming standard with the likes of Strike and Purple Bricks. As well as making the UX as simple as possible, it also enables the organisations to grow and manage resources in markets previously out of reach.  

Future Proof your Experienced Team  

As many stores close, redundancies unfortunately follow, and brand-loyal and highly experienced staff members are lost, the value of which can be immense. Yet, the need for online customer service advisors still exists. Taking the time to reposition your talent elsewhere could be the answer; after all, customer-facing service roles have a plethora of skills ideal for delivering an in-store experience digitally. These individuals are well-versed in all your brand’s values, understand customers’ needs, and are comfortable sharing their expertise with the people who need it most.  

Making these staff members brand ambassadors and allowing them to play a vital role in this new chapter of your company sounds great, right? As highlighted above, there are means in which to enhance your online customer support, an ideal place for such team members.    

As Retail Week stated, “Those that get it right will secure the talent that can lead their business into an uncertain – but exciting – future.”  

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DDC OS in Retail 

Here at DDC Outsourcing Solutions, we are proud to be part of the retail industry and its ecosystem – a sector that has shown great resilience and agility, not only in recent years but as a constant.   

We have been operating in the customer service industry for over 30 years across international markets. Our experience and knowledge, combined with that of our partners and clients, gives us a great vantage point to discuss significant trends. We’d love to hear your thoughts on these topics; the aim is to get us all thinking about new ways to look beyond surviving and focus on thriving.  

Over the coming weeks in our blog series “A Window of Opportunity”, we explore how the world of retail has reacted and take a look at the lasting impressions this period of ferocious change has had. 

Next week, we’ll begin by looking at how the changes in the high street might lead to a more interactive digital experience. As stated in Forbes, “Yes, the pandemic has turbo-charged digitisation, but e-commerce is no longer a differentiator”… stay tuned!  

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DDC OS in Retail