Challenges and Responses in the New Retail Era

Integrating omnichannel communication with customer management systems to turn retail service into sales
*You have every system for customer relationships, telesales and customer service, yet you still can’t break through your sales plateau?
*Your customer data just sits in a pile, and you don’t know where to start organizing it or how to reuse it for remarketing?
*Customers keep telling you that every time they call, it takes forever to solve their problem?
*You can’t fully record every interaction with customers, so this conversation forgets the promise made in the last one?
*Customers are impatient, there are too many scripts to find or memorize, new staff struggle to get up to speed, and mistakes are easy to make?

Traditional retail channels have always waited passively for customers to walk in. Even with multiple marketing tools running in parallel, or online-offline integration, messages still flow one way. So-called “membership” programs are mostly store discount campaigns. With low brand loyalty, a cheaper competitor can easily push a retailer out. That’s why the trend of “turning brands into membership brands” has grown in recent years: using omnichannel “service power” backed by big data to understand consumer behavior and profiles, improving the customer experience while uncovering remarkable hidden sales opportunities.

That’s why ESi Technology partnered with Microsoft Dynamics CRM to build a “multichannel cloud telesales and customer service CRM system” for the consumer goods and distribution industry. It helps contact centers not only solve customer problems but, even better, feed their insights back to production and marketing teams, escaping the trap of price competition and creating greater customer value!

Five advantages of the “multichannel cloud telesales and customer service CRM system”:

Push personalized marketing to members and optimize online-to-offline (O2O) marketing results

From conversation to order, the system builds up each customer’s preferences, buying habits and spending power, purchase frequency, family members and more, and you can keep adding fields as needed. Then, based on your marketing goals, filter highly precise customer segments and combine diverse marketing tools to bring foot traffic to your stores.

Helpful SOP prompts that pop up to make handling more efficient

Shorten the learning curve for new customer service staff. By recording objective facts about each issue and subjective judgments of the customer’s needs, the system automatically determines the case type, reducing the chance of misjudgment.

Multichannel communication tools ALL IN CRM

Record the details of every multichannel conversation with customers, including email, phone, live chat, Line@, FB Messenger and more, solving the problem of scattered customer data and reducing information gaps. (Some tools are still in development.)

Flexible system integration for an at-a-glance view of customer data

Easily connect with ERP, apps, the official website, inventory management and other systems. Customer service staff can operate every system they need from the CRM, speeding up service.

Real-time reports to track the latest activity and adjust resources or strategy

See in real time how each customer service agent is handling cases. When a marketing campaign is running, customer feedback can be passed on to the relevant teams immediately so they can adjust strategy quickly.

*Date and time: Thursday, November 9, 2017, 13:30 – 17:30
*Venue: MPR Meeting Room, Microsoft Taiwan, Taipei (19F, No. 68, Sec. 5, Zhongxiao E. Rd., Taipei City)
*Organizer: ESi Technology Ltd.
*Partner: Microsoft Taiwan Corporation

*Agenda
13:30-14:00 Registration
14:00-14:05 Opening remarks [Microsoft Taiwan Business Solutions]
14:05-14:35
Online-to-offline (O2O) retail trends: brand members are the key to sales\

• Industry analysis of CRM in the sales cycle\
• Sales power starts with integrating omnichannel and CRM
  14:40-15:40
  Multichannel cloud telesales and customer service CRM solution\
• An innovative, intelligent service platform: the best way to improve customer experience\
• Reach out proactively to your customers and grow member repurchase rates\
• Line@ X CRM precise personalized marketing: make customers look forward to your messages!
  15:40-15:55 Break
  15:55-16:15 Scenario demos
  16:15-17:30 Discussion and Q&A

*Event highlights