From there, it was more learning about the evolution of the customer experience. Volumes doubled overnight as stores were shuttering. We’ve always been 100 percent virtual so we’re able to not only keep our business moving but also really step in and help some of these retailers because the demand in e-comm volume went through the roof for both sales and customer service.įirst and foremost, the top priority was to take care of my customers. GH: We’ve been working with some of these partners for four or five years, and some are more recent, and they’re thankful to have a virtual flex model like ours. How do you go about tailoring your offerings? SJ: Liveops appears to work with retailers that are at different stages of e-commerce adoption. It’s about leveraging that information you have access to about that customer to create a more meaningful experience and make sure you’re hitting your financial metrics. You’re trying to present the products in a way that drives up that customer interaction and that average order value for that customer. It’s about making sure that you know this customer, and if they’re a repeat customer, you know this purchase history. We’re trying to help our retailers overhaul the experience for the shoppers, to help them sell more and increase that average ticket.
And then you get them into the online channel, how do you ensure they’re going to spend the same and not more in that channel? You think about what that new experience needs to look like, what does that customer interaction need to be.
GH: A big area of focus for many retailers is “How do we increase that average ticket?” Average order value is a big metric when you think of spending inside a retail outlet. SJ: How has Liveops helped retailers from a business perspective, especially as it scales in different channels?
We call it the “WISMO” calls, meaning “Where is my order” and we have a lot of our retailers were still seeing inflated contact volumes, whether that’s in the voice channel, the email, in chat or even in social channels, because some people in some cases haven’t received their orders yet. The biggest challenge retailers faced in the holiday season was shipping delays and we’re still dealing with that today. And now you’re dealing with these logistics issues, from a supply chain perspective. So when you think about your customer experience, you now have to educate a new consumer in the online channel.
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Since Covid, you likely have a new consumer in your e-comm channel-somebody who used to spend more time in the offline channel and visit your retail outlets, who are now shopping online, and they’re a savvy online shopper. That really helped us just even elevate our service even more once we got into the November-December time frame, because we’re already operating in that seasonal mode. These 2 Companies Are Working to Revitalize Retail Returnsįrom the March-April time frame to even now, we’re still well above where we would typically be in a January with many of our retail partners. Greg Hanover, CEO of Liveops, chats with Sourcing Journal about the significant changes the company has seen in virtual customer service since Covid-19 began, preparation for the holiday and the tailoring of its services to different retailers. From January 2019 to January 2020, the company saw 100 growth in its retail business. Liveops, a cloud-based virtual call center service designed to scale during high-traffic periods with a network of work-from-home customer support representatives, has fit the bill throughout the Covid-19 pandemic by helping retailers engage more traditional shoppers online and ultimately boosting average sales made through the channel.Īlthough the company operates in various industries such as healthcare, insurance and hospitality, retail represents 35 percent of Liveops’ revenue, making the sector a critical growth driver. The growth of online shopping over the past year has awakened the industry’s need for more remote-friendly customer service capabilities that engage shoppers at any time across all touch points, whether through a phone call, email, chat or social media.
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