It was almost a few years ago that the whole world froze. We had to change our lifestyles in response to the COVID-19 pandemic. Retail stores and supermarkets that primarily sell on-premise items were particularly affected by these changes.
In order to sustain themselves, businesses swiftly adopted cloud telephony as customers quickly switched to new modes of shopping.
This is the perfect time for retail chains to streamline their operations and increase profits. Their supply chain can be optimized and virtual and physical shopping modes can be offered. Due to the gradual increase in customer traffic, now is the right time to provide safe and convenient shopping experiences to customers.
Cloud telephony is the key to rebooting supermarkets and retail stores
We will now explore the different ways in which cloud telephony solutions can support your business's transformation into a COVID-sensitive store, enhancing both your staff's and customers' safety.
1. Provide Easy Access to Information for Your Customers

The working hours, product availability, and attendance of staff at supermarkets and retail chains are rapidly changing. Considering these changes, businesses need to make it convenient for their customers to get relevant information.
Toll free numbers provided by cloud telephony provide customers with free access to information 24 hours a day. In addition to enhancing your brand image, a zero-cost solution highlights your commitment to customer satisfaction.
Additionally, businesses with a nationwide presence can take advantage of a centralized toll free number that can streamline call flows and be associated with your brand's identity.
2. Enhance the Customer Experience

Customers have moved to alternative mediums since the lockdown last year. As a result, both large and small retailers are receiving an exponential increase in calls. Customer experiences must be as smooth as possible as a result of this change.
Business can improve customer service using cloud telephony's IVR technology. The system automatically answers all incoming calls and displays a virtual menu that shoppers can navigate. Calls are then transferred to the appropriate department or agent based on the response received.
You can enhance the brand image of your store by providing a convenient IVR number to customers. As a result, they can access FAQs about the store quickly and easily, whether they are looking for information about a previously placed order or answering questions about it.
3. Transform the Ordering Process and Enhance Privacy

Modern purchase cycles include online orders as customers increasingly prefer home delivery. There are, however, challenges associated with this. Poor customer service results from incomplete and incorrect orders. Keeping online ordering portals updated can be challenging due to the wide variety of products and the rapid pace of retail.
Using bulk SMSes and outbound IVRs, businesses can confirm orders and inform customers about missing items. A buyer can also request a replacement or raise a question through the same medium. In order to build long-lasting relationships, end-to-end services are essential.
Also, essential items can be ordered through a smartly designed IVR menu. There is a big advantage to teleshopping in areas where the Internet connection is weak or unstable.
There is also the possibility of customer or agent information being misused and cyber-theft with at-home deliveries. 63.5% more cases of cybercrime were reported in India in 2019 than the year before, according to an NCRB report.
A business's greatest ally in this situation could be the masking of numbers and OTP-verification. Using number masking technology, a part of cloud telephony solution, the delivery agent's and customer's numbers are hidden (or masked). Fraud and misuse are substantially reduced as a result. At the time of order payment and delivery, an OTP-verification via SMS enhances transaction security.
4. Promote Your Business More Effectively

There is a common problem facing businesses across industries. Having numerous campaigns running simultaneously makes tracking progress and analyzing returns difficult. For a campaign to be successful, efficient analytics are crucial.
Keeping tabs on all your marketing efforts is easy with virtual numbers. Your incoming calls will be immediately forwarded to your existing business number, so you will experience no interruptions. Hoardings, newspaper ads, etc., can each have their own virtual numbers so you can monitor the leads generated.
Adding a CRM system will also allow you to personalize your campaign (customer relationship management. As a result, your agents will have access to customer information as well as details about previous transactions, if any. As a result, we are able to provide superior service and resolve issues faster.

5. Distinguish Stores from Each Other Socially

There is a gradual return to physical shopping in stores among customers. In order to ensure patron safety, businesses must ensure social distance and frequent sanitization. It may be possible to accomplish the same by allocating different slots to buyers and preventing crowding inside the store. It will also improve one-on-one assistance from your in-store agents.
It is easy for businesses to incorporate the aforementioned model into their operations using cloud telephony solutions, such as bulk SMS and IVR. If customers wish to schedule a visit to the store, they can call the store. Automated outbound calls and texts can confirm these appointments based on availability. Reminders can also be sent with these products at the right time.
Conclusion
Following COVID, customers will prefer brands that:
• Have flexible business models
• Focused on the customer's needs
• Include all stakeholders' health and safety in mind
Retail enterprises depend heavily on positive and long-term relationships with their customers, so these tips are especially important. Automation driven by technology and meeting customer expectations is the key to success.
The versatility and power of cloud telephony solutions will help businesses make the leap to the cloud. Despite the current economic climate, these solutions will give you the returns you desire.
Take action now before your competitors do! Getting a free demo is easy. If you are looking for the best cloud telephony services from all the cloud telephony services India has just call 91 7097171717 or email us at [email protected].
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