Attensity Solutions for the Retail Industry

Improve the Customer Experience

Retailers today face a multitude of challenges: a tough economic climate, channel blurring, consolidation, need for differentiation, multi-channel growth, and of course, increasingly empowered consumers.  

Consumers today have more shopping choices than ever and they don’t hesitate to share opinions about their shopping experiences with others. Retailers who learn to harness this customer information across all channels will be better positioned to deliver consistently positive customer experiences, which, in turn, will drive increased loyalty, brand preference, and stronger financial performance.

There are more places than ever to listen to customers, but until recently, there was no easy way to turn those conversations into actionable insights without a considerable amount of manual effort. Today, however, technology can be used to leverage verbatim comments and customer sentiment. Listening to customer conversations can drive better decision-making. Are you hearing the true, unfiltered voice of your customer? What is really behind your customer satisfaction scores?  Do you understand the “why’s” behind your customers’ behaviors and attitudes?  Can you convert non-purchasers to purchasers by better understanding their needs and pain points?  

Attensity enables you to get a comprehensive view of what customers are saying to you and about you. Sources of this text-based input include:

• In-store and online customer surveys
• Website emails, comments, suggestions
• Contact center logs
• Social media, such as blogs, forums, twitter, customer communities, etc
• Other consumer generated content

For most retailers, this data already exists. It just needs to be transformed into meaningful insights to unlock their value. For years, technology has been used in retail environments to improve operational efficiency. Now it can be applied to create a better customer experience by improving store level execution, developing customer-friendly policies and procedures, addressing unmet needs for product/service offerings, closing the feedback loop and more. 

Attensity Voice of the Customer captures a wealth of unstructured customer data from both internal and external sources, analyzes it and delivers actionable insights in the form of management reports that allow you to drill down by store, product category, geographic area, etc to understand why your customers think, feel and act as they do. It tracks changes in consumer sentiment over time and enables you to be proactive by generating early warning indicators of potential issues.

Attensity Cloud analyzes the market buzz around your products found in web community and discussion forums, online product review and countless social media sites. 

Attensity Respond "reads" text and can help you automate nearly all of your inbound and outbound customer communications in your contact center, and intelligently route social media communications from sites like Twitter to the right person for response.

Or if your customers prefer to self-serve, Attensity Service makes sure that your knowledge bases deliver up-to-date product information.

Attensity: improving the customer experience