Seasonal Staffing
To accommodate volume surges during certain peak seasons, HGS has flexible staffing strategies and a work-at-home-agent model. In addition to effectively managing human resources to accommodate fluctuating contact volumes, HGS uses high-performance retail omnichannel solutions. We deflect contacts from expensive phone channels by integrating Frequently Asked Questions (FAQs) with computer-based and mobile-friendly chat and click-to-talk.
RPA and Digital Transformation
HGS digital solutions include omnichannel, seamless support catering to customer preference. Our DigiCX® solutions suite provides the most convenient channel for quick resolution—fromDigiTEXT®, DigiCHAT, DigiWEB®, and DigiSOCIAL®, to voice. Our digital strategies help retailers get found online while reducing shopping cart abandonment and increasing average order size.
Success Stories
HGS Industry Specific Capabilities & Solutions
When customers visit your website, they expect to be able to resolve their own issues, quickly; check product availability, see product reviews, and access coupons and special offers. HGS DigiCX® is leading with powerful self-service, intelligently integrating people when it adds value and optimizing engagement with analytics and automation. Schedule a demo to learn more.
Resources
DigiCX®: Personalized Connections for a Luxury Brand Experience
As a successful, luxury car brand, this client was looking to extend their brand in Europe and ensure an exemplary customer experience every step of the way. Partnering with HGS, the client built a state-of-the art customer care center in under two months.
Making Speech Analytics Work
Speech analytics empowers organizations to conduct precision-based training, targeting pain points in service delivery, creating empowered agents, and driving increased customer satisfaction.
Business Intelligence
HGS recognized as a leader by NelsonHall in the Digital Marketing Execution market segment.
Blogging
3 Ways to Harness Retail Disruption: Takeaways from STORE 2015
I recently attended the Retail Council of Canada's STORE 2015 event in Toronto. The event shed light on the landscape shifts significantly affecting the retail market today: most specifically, the need for "convergence" of selling modes. From mobile to Internet to brick and mortar, today's customers are "choosing their own experiences."
Growth in Average Order Value
Improved sale margins, cost-containment, and stepped-up customer demand. For all industry stakeholders, the new retail reality should include:
- Concierge Service, including 24/7 service and on-call social media support -- As a trusted and forward-thinking partner, we are brand advocates focused on growing average order value, and improving your customers' experience, to drive ROI like significant sales increases and improved CSAT. Our success stories for our HGS retail client partners include real outcomes like 40% sales conversion and 50% reduction in cost of operations.
- Our Customer Recovery Model provides real-time feedback to business owners and franchisees ensuring a quick response on customer complaints.
- Our brand protection strategies successfully recover a customer's business before it's lost to competition. HGS provides proactive social media management solutions and strategy, which includes social command centers and diagnostic and prescriptive analyses. We track social media activity through keywords for 95% of Internet traffic, observe real-time online activity, classify content, engage with customers, and proactively identify trends that guide business improvement decisions.
