DIALPAD AI
Communicate and collaborate across devices in a single app.
Retailers can rely on Dialpad Ai to communicate seamlessly across locations, optimize customer support, and improve training processes.
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Retail’s distributed workforce requires agility, particularly when communicating between physical stores and suppliers, as well as corporate employees who are either in the office or remote. Retailers who empower “connected associates” with training and technology are increasing employee engagement and customer satisfaction. In fact, 72% of business leaders believe that effective communication has increased their team’s productivity. And brands that provide mobile sales tools for their staff realize 77% higher sales growth than those that don’t.
Streamlining retail communications
across corporate offices, warehouses,
and frontlines.
According to Gartner, today’s employees use an average of four different types of devices for remote work—up from an average of three devices in 2019. This uptick isn’t unexpected; a study from Statistica reports that the majority of decision makers who play a role in staff productivity believe that collaboration platforms are key to creating a more efficient, collaborative workplace.
When employees juggle multiple devices, optimizing communication is essential. Leveraging connectivity tools can help retailers improve communication, enabling employees across different areas of a business—in-store, warehouse, or logistics—to engage with one another instantly and seamlessly.
One such tool is Dialpad, a platform that offers AI features to streamline communication by allowing teammates to call, message, or meet with one another from a single app. Providing store associates with devices that feature collaborative apps not only assists communication, but creates frictionless shopping experiences for customers by helping employees quickly answer questions and provide solutions. For instance, if data from a warehouse signals potential issues, such as inventory bottlenecks or delivery delays, employees can use Dialpad to communicate with each other to quickly address those issues and ensure the product reaches its destination.
Dialpad’s robust Ai-powered analytics provide valuable insights for strategic decision-making by automatically surfacing relevant answers from internal and external knowledge sources, ensuring faster responses for customers. Studies show that shoppers who interact with a sales associate are more likely to purchase a product. And knowledgeable retail associates sell 87% more than their less-informed counterparts, underscoring the need to empower associates with tools that provide a strong knowledge base about the products they’re selling.
When paired with the unmatched power of 5G connectivity from
Knowledgeable retail
associates sell
87%
more than their less-informed
counterparts.
Improved retail call center interactions.
The level of customer service you provide could make the difference between keeping your customers or losing them to a competitor. Most customers—93% of those surveyed—say they are more likely to make repeat purchases from companies that offer excellent customer service. And more than half of customers surveyed seek support over the phone, making Customer Experience (CX) Centers key touchpoints for driving customer loyalty. However, traditional phone systems often lack advanced calling features and the analytics necessary to gain actionable insights into customer interactions. Dialpad Ai supports CX Center employees by using AI to transcribe calls, summarize conversations, and capture important action items.
CX managers can also use Dialpad’s advanced Ai features to analyze calls and identify trends—including pinpointing causes of dissatisfaction and evaluating conversation quality through features like AI-inferred sentiment analysis and CSAT scoring. A CX manager can then strategically allocate resources, optimize staffing, and lead a team to enhance response times and boost customer satisfaction. Not only do these metrics drive improvements to call resolution and increase customer satisfaction, but they help retailers improve product offerings and marketing strategies by analyzing customer preferences and behavior. The reliable
The level of customer service you provide could make the difference between keeping your customers or losing them to a competitor.
Enhanced training for remote employees.
Retailers need a communication solution that supports a dispersed workforce, particularly when providing effective training to new employees.
Dialpad significantly enhances training and onboarding processes by centralizing resources and providing in-the-moment support. Real-time transcripts allow CX managers to see how live calls are progressing. They can also view the sentiment of each call to quickly identify where they may need to jump in and assist the agent. With Dialpad Ai, several aspects of coaching can also be automated. For example, if a CX manager notices that agents are constantly being roadblocked by questions about a certain feature, they can create Real-Time Assist cards with tailored notes on the feature to pop up automatically on agents’ screens as those questions come up on calls. And Ai Scorecards can automatically suggest when certain behaviors have been met, drastically scaling the QA process across a wider range of calls than would otherwise be possible. This in turn means more effective agents, happier customers, and much improved customer satisfaction metrics.
The reliability of the
Connecting the right retail communication strategy
with the right network.
Consistent connectivity is critical for ensuring that people and apps can exchange data quickly, reliably, and securely.