Improve Customer Experience whilst Increasing Sales with Microsoft Teams

Unified communications for retail is all about improving customer services, increasing efficiency and encouraging more sales in the process. An investment in UC and Contact Centre for retailers can mean more effective employees and therefore a tangible impact on your bottom line.

 Unified communications for retail package offers you a complete solution, whether you have an individual shop or a nationwide retail chain.

Unified communication is an essential upgrade for retailers operating in today’s omnichannel world. Streamlined communications are more important than ever in keeping retail businesses operating smoothly and customers happy.

Unified Communications in an Omni-channel world

Omni, or multi-channel, is all about retailers being able to meet the needs of their customers across devices. Whether a customer is choosing to shop in-store, on a desktop computer or via their smartphone, the information they receive should be consistent.

With this in mind, many retailers are still failing to meet even the most basic requirements of omnichannel; namely, consistency. With legacy technology and convoluted feedback systems, retailers are struggling to create the seamless experience today’s shopper expects.

Unified communications are the aggregation of multiple communication methods - including telephony, instant messaging (IM), email and video - into one platform. This means that information can be gathered more quickly and communicated more efficiently than ever before.

How does this benefit retailers? It makes their proposition more appealing to potential customers, who are able to access the information they need - whether it’s stock availability, sizes or even opening times - when they need it.

Contact Centres for Retailers

TeamsLink powered by Wavenet, integrates perfectly with Contact Centres. This means employees share all the benefits that Skype for Business has to offer as well as advanced Call Centre functionality such as advanced call queuing and wallboards.

Benefits to Customers

Front line staff (i.e. those in stores) are the face of your retail business. It’s those staff members who interact with customers on a daily basis - and yet it’s those staff who often struggle most to communicate effectively, due to outdated comms tools.

Let’s say a customer has an enquiry about the stock and it transpires that the stock they want is only available in another location. It’s not unusual for that person to then have to call the other store to ask them to check their stock, meaning the customer is left waiting while this arduous process takes place.

With unified communications, this wouldn’t be a problem. Using cloud-based communications technologies, all brought together on one platform, means that staff member can immediately reach the right person and gain the information they need without having to go through call queues. Your staff are better connected and therefore better able to serve their customers.

Benefits for Employees

It’s not just the practicalities of stock availability and the like that make TeamsLink an invaluable tool for retailers.

By bringing together your communications into one platform, you are better equipped to communicate with your employees, ensuring they stay up to date on the latest corporate updates, mission statement and goals.

Teamwork is facilitated by unified communications. Your staff feel better connected to each other and to the core of the business.

Profitability

Another key benefit of TeamsLink for retailers is increased profitability.

The majority of retailers operate a high volume, low margin model, where any operational cost saving is welcomed. By bringing together all communications into one unified communications platform, retailers can save money and therefore increase profitability.

TeamsLink is a cloud-based unified communications product for retailers. This means that there’s no hefty equipment to install or servers to maintain on-site. Instead, everything is managed within the cloud - which also means your P&L recognises it as a service, rather than a hardware investment (which devalues over time).

Integrated UC For Retail

As a retailer, it’s likely you’re already investing in a wide range of tools to help you better understand your customers and respond to their needs.

The great thing about TeamsLink is that our systems integrate seamlessly with yours. There’s no need to change your email provider, for example; with TeamsLink, you’ll receive an integrated system that enhances your current processes through Office 365.

Why Wavenet?

Wavenet have over 20 years experience in voice technologies working with businesses across the UK to deliver high-quality, reliable voice and phone systems. With TeamsLink we have partnered with Microsoft to create a platform that provides on-net, high quality traffic through diverse routes to give your business the ultimate unified communications foundation.

We have an internal development team dedicated to advancing our technology and providing our customers with the best solution on the market. As well as our own developers we are partnered with vendors that can provide Microsoft Certified handsets that run Teams directly on-screen, giving you the choice of how you roll out Teams calling to your users.