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
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, 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
- 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/ 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
- 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
- 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
- Text and speech for VOC analytics
- Social care and moderation
- Auto re-order alerts
- Loyalty program management
Retail
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.
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.
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.
Navigate the Aisles of a New Retail Environment
Find out how we’re supporting retailers online
Creating Epic Social Engagement
What We Do HGS has a team of 60 full-time social care agents (which ramps to 90 agents
Delivering Best in Class Social Customer Care
What We Do Our team of 20-30 full-time social care agents provides monitoring,
Converting 80% of SMS Contacts to Leads for Auto Shopping Website
In 2017, customers of an up-and-coming automotive shopping website were experiencing
HGS Empowers Retailer with More Actionable VOC Survey, Analytics
All companies should be employing today’s analytics to stay in step with the voice of
3 of the World’s Largest Retailers
Trust HGS as an Extension of Their Brand
