retail-ecommerce
Promoting customer loyalty by outperforming competitors
We believe in exceeding customer expectations with our superior – and proven – customer care solutions
  • INDUSTRY STATS

    INDUSTRY STATS


    • 52% of retail consumers have stopped doing business with a company due to poor service

    • The majority 83% of online shoppers need support to complete a purchase

    • 56% believe good customer service is dependent upon having the issue resolved during one interaction with a customer service representative, and that customer service representative better be friendly 45%

  • KNOAH RESULTS

    KNOAH RESULTS


    • Knoah enabled client to increase CSAT score from 77% to 83% within 3 months

  • OUR SERVICES

    OUR SERVICES


    • Tech Support

    • Customer Care

    • Billing, Retention, Collection

    • Online Engagement

    • Sales, Cross-Selling, Up-Selling

    • Customer Loyalty Management

    • Back office services

  • WE HELP YOU

    WE HELP YOU


    • Offer Multi-channel support solutions

    • Achieve better KPIs at lower cost

    • Reduce leakages with our proven operational processes

    • Engage customers with industry specific expertise

    • Reduce customer support costs with right engage solutions

Industry Overview – Retail Ecommerce

Promoting customer loyalty by outperforming competitors

Exceed your consumers’ expectations with better customer care solutions on every step of their journey.

The retail sector has been through multiple transformations. As business spaces went from small shops to department stores to mega shopping centers, consumer expectations also evolved. The truly revolutionary change for this sector, however, was adding technology to daily business practices and shopping routines. We moved from store-centrism to an era where consumers can buy customized products on their digital devices anytime and anywhere in the world.

This change not only offers consumers diversity and convenience. Transparency of rates and available inventory increased in importance as it became easier to research markets and companies, which has led to a dramatic increase in the competition. Many consumers use multiple channels for purchasing, and research shows these customers spend 1.5 times more than other consumers. Multichannel consumers are very loyal, and the cost to maintain the relationship with these individuals is comparatively low due to their preference for fast and convenient communication platforms.

  • In 2016, global retail sales are expected to grow by 3.2% and eventually grow to 3.4% by 2018.
  • Despite more than $1 trillion dollars in online purchases worldwide in 2013, eCommerce accounted for just 5.1% of total retail spending, per eMarketer. That share grew to an estimated 5.9% in 2014, on the back of a 22.2% increase in eCommerce spending, and will continue to grow through 2018, when it will reach 8.8%.
  • Online shoppers in the U.S. are expected to spend $327 billion in 2016.
  • The Market is estimated to reach $20,002 billion in 2017.
  • 52% of retail consumers have stopped doing business with a company due to poor service.

         *Source – Multiple Industry Reports and Online Resources

The next few years should see rapid evolution in the retail industry.

Travel, mobile, innovative and faster retailing are popular trends now and predicted to lead the market in the near future. The demand for innovative non-voice channels has increased for customer service support, while businesses provide customers with more payment options. Omnichannel will be integrated into every aspect of retail and companies will have to offer superior service on each platform.

  • The majority (83%) of online shoppers need support to complete a purchase and 89% will stop shopping online after experiencing poor customer service
  • Good customer service obviously helps e-retailers retain existing customers, and in the end, saves them money. Meanwhile, a 10% increase in customer retention levels results in a 30% increase in perceived company value
  • More than half (56%) believe good customer service is dependent upon having the issue resolved during one interaction with a customer service representative, and that customer service representative better be friendly (45%)
  • The most popular channel for customer service is via telephone (61%). Customers also prefer e-mail (60%) and live chat (57%)
  • 55% of consumers said they would pay more if it meant they got better customer service in return
  • 55% are willing to recommend a company due to outstanding service
  • 85% would pay up to 25% more to ensure a superior customer service experience

         *Source – Multiple Industry Reports and Online Resources

Technology and Product Innovations

Technology in the retail sector is not only disrupting back-office and enterprise systems, but many customer-facing functions such as payment, loyalty programs and customer service are also impacted.

There is plenty of competition available to consumers. Online and brick-and-mortar stores will use attractive displays and eye-catching marketing to grab the attention of consumers. Retail companies need to keep their audiences happy, or they’ll lose customers.

Customer service plays a very important role in this industry. Over 80 percent of online shoppers need customer support to complete a purchase, and 89 percent of customers would switch to another provider after facing poor customer service. Outsourcing would not only help with cost cutting, but it will also free up the energy to focus on the core of the business, and provide much-needed consistency. Eighty-five percent of people would pay 25 percent more to ensure a superior customer service experience.

Knoah is recognized as a leading global provider of BPO and Contact Center Outsourcing Services by such bodies as International Association of Outsourcing Professionals (IAOP). We provide comparable services with the same outstanding results as huge corporations, but because of our size, we can offer more flexible, responsive interactions with our clients. This creates a much more effective partnership. As a leading provider of Business Process Outsourcing, we deliver customer-facing services which include voice, email, social media and chat support as well as non-customer facing services such as data/order entry and 3rd Party Agent QA services.

Industries We Serve

Our Global and Fortune 500 Clients Trust Their Brands to Us!

We have gained capabilities and experience across a wide range of industries, while developing tenured relationships that span 8+ years with some of the world’s most respected brands.

  • Consumer Electronics

    Exceed your consumers’ expectations with better customer care solutions on every step of their journey.

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  • ISP Broadband

    Customer data can be one of the most dependable source of information in an industry built on innovation.

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  • Telecommunications

    Our outstanding services help you increase satisfaction and reduce churn.

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  • Retail Ecommerce

    We believe in exceeding customer expectations with our superior - and proven - customer care solutions.

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  • Travel Hospitality

    Whether traveling for business or pleasure - our services guarantee consumers associate your name with a successful trip.

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  • Energy Utilities

    Customer service is a top priority for utility companies that must comply with security standards and respond to modern consumer needs.

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  • Insurance

    We understand how to address your challenges to meet your needs.

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  • Automotive

    Millennials buy cars, but they have different priorities than previous generations when purchasing big-ticket items.

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  • Manufacturing

    The information age means consumers want to know where products come from, how they work and the brand behind merchandise.

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