Decrease shopping cart abandonment and increase online conversion with Nuance.
Give your online customers an in-store customer service experience. Give your in-store customers a more informed, personalized experience. The modern retail landscape has dramatically transformed in recent years. Online customers are no longer chained to their laptops, and brick-and-mortar customers are no longer limited to the resources in-store. The explosion of smartphone and tablet usage in retail shopping has changed how brands relate to their customers, so brands that want to be industry leaders must have a fully-integrated omni-channel experience. But, no matter how cutting edge a retailer's omni-channel presence is, it is only as effective as its online customer engagement.
"Mobile engagements are driving omni-channel growth across online and offline shopping environments. Solution providers that are enabling brands to embrace the mobile platform and modernize interactions with in-store shoppers will be at the forefront of the omni-channel retail customer experience."
Clare Price VP of Research, Demand Metric
The Nuance approach to omni-channel customer experience is what the retailer is looking for to decrease abandonment, increase average order value, increase call center deflection, and increase their revenue.
Why do Retail companies choose Nuance?
We deliver a 20% increase in conversion by leveraging our unique approach to online engagement. This includes product recommendations, automated assistance, live assistance and retargeting efforts to drive highly personalized, dynamic interactions that engage consumers, drive conversions and reduce abandonment.
We target and proactively engage the right visitors with the right message at the right time. In fact, our model was touted by the Forrester Research Group as having one of the highest ROI’s it has ever seen.
Our retail clients have come to expect the following results from Nuance:
20% sales conversion uplift
15% increase in average order value
75% of sales are incremental
42% upselling and cross-selling
25% reduction in online support costs
35% increase in self-service utilization
75% of chats deflect a call
20% decrease in AHT
92% customer satisfaction
Reduce product returns and remedial calls into your call center
Increase retention by improving the online shopping experience
Key Nuance Features for the Retail Industry
Partnering for Success. With our flexible contract options, you are not only mitigating financial risk, you are getting a commitment to delivering results, thanks to a perfect alignment of incentives between the two organizations. Our fully outsourced solution means there will be little impact on your infrastructure and IT resources. We have the expertise in-house, and we are committed to your success — because your success is our success
Industry Expertise. The members of our retail practice have deep industry expertise gained at major catalog, specialty, and big-box retail chains and will work as an extension of your online team to help you achieve your business goals.
Precise Profiling/Targeting. Our proprietary customer engagement platform analyzes your web traffic in real time and profiles visitors using 3 key segments: customer value/cart value, propensity (visitors with serious intent), and site abandonment risk.
Higher Customer Value. Through real-time profiling and live interactions, you can also take advantage of cross-sell and upsell opportunities – warranties, accessories, peripherals, and more. At the same time, we help capture registration data to enable future marketing for re-selling/win-back opportunities.
Continuous Optimization. Unlike competitors’ solutions, the Nuance solution doesn’t end with implementation. Our team continuously tests and rigorously optimizes the online experience to increase conversion.