Retail

It's time to optimize customer experience for an empowered, mobile consumer.

Add a New CX Strategy to Your Shopping Cart


​​​​​​​Solutions That Innovate the Shopper’s Journey

Consideration
Research, Ideation, and Browsing

  • Web and mobile experience design
  • Search engine optimization (SEO), search engine marketing (SEM), social media marketing (SMM)
  • Segmentic targeting and ads
  • Digital marketing and insights
  • Online reputation management
Visit Store or Site
Visit Store, App, or Website
  • Voice/chat with co-browse for lead generation
  • Mobile app development
  • Mobile in-app messaging
  • Unified customer profiles
  • Customer loyalty management
Seek Sales Support
Seek Sales Support
  • Voice, chat with co-browse or email for cross-selling/up-selling
  • CRM implementation
  • Virtual assistant for product questions or store locator
  • Chat analytics for proactive chat invites
Buy/ Order
Buy/ Order/ Invoice

  • ”Where’s my order?” SMS alerts
  • Cart abandonment offers and chat invites
  • Back-office for order processing and fulfilment
  • Marketing automation
Receive or Use Product – Seek Care
Receive or Use Product – Seek Care
  • Self-service or mobile cam for product set-up, installation, and use instructions
  • Feedback feature
  • Phone, click to call, and callback for“ tougher” inquiries
  • VOC analytics
Lost or Damaged Orders / Returns
Lost or Damaged Orders / Returns
  • Save the sale/returns reduction program
  • Phone or chat for warranty mgmt or returns
  • Self service for returns
  • Back office for warranty claims mgmt
Reviews or Repurchase
Reviews or Repurchase
  • Text and speech for VOC analytics
  • Social care and moderation
  • Auto re-order alerts
  • Loyalty program management

HGS Retail Demo

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Retail

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Seasonal Staffing

Enhanced recruitment management system and employee experience blueprint strategy, self-service solutions

From flex staffing and home agents to call-deflection strategies, we employ people, process, and technology to manage seasonal volumes.

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Social Media

Social solutions observe online activity, classify content, engage with consumers, and identify trends

Social solutions track social media activity through keywords for 95% of internet traffic, observe real-time online activity, classify content, engage with customers, provide alerts about PR crises, and proactively identify trends that guide business improvement decisions.

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Digital Transformation

Digital solutions provide seamless pivoting from voice, chat, text, social, and web self-service solutions

Ensure holistic brand experience and integration of FAQs with computer-based and mobile-friendly chat and click-to-talk.

Shopping for a Better Customer Experience?

 

Navigate the Aisles of a New Retail Environment

Find out how we’re supporting retailers online

Retail

Creating Legendary Social Engagement

What We Do HGS has a team of 60 full-time social care agents (which ramps to nearly 100

Retail

HGS’s Global Partnership Innovation Drives Recall, Brand Specialty Success

Today’s consumer food products companies are facing complex challenges...

Retail

HGS Advances Paint Company with Breakthrough Digital Expertise

With more than 100 years of history, a leading paint manufacturer in India was stalled

Retail

HGS, Fitness Leader Team for Winning Retention

OBJECTIVE A leading provider of fitness, nutrition, and weight loss programs was

3 of the World’s Largest Retailers

Trust HGS as an Extension of Their Brand

optimize_your_cx

Armed with our deep retail expertise, you can anticipate previously unidentified CX needs