Cloud contact centre provider 8×8 has unveiled 8×8 Sales Assist for retailers, a solution blending aspects of 8×8 Contact Center, 8×8 CPaaS, and 8×8 Work. The retail solution enhances customer journeys and satisfaction by providing a multichannel shopping experience across various platforms, including email, voice, SMS, social media, and web chat.
The solution aims to minimise call queues and missed calls, provide updated customer information, boost first contact resolution rates, and retain top talents among other benefits. The platform is delivered through 8×8’s integrated XCaaS (Experience Communications as a Service) cloud contact centre.
- 8×8, Inc. has announced 8×8 Sales Assist, a retail solution that combines various components to improve customer satisfaction and increase revenue.
- 8×8 Sales Assist allows customers to engage through their preferred channels, such as web chat, bot, social media, SMS, email, or voice, for faster and more convenient shopping experiences.
- The solution aims to reduce call queues, provide agents with up-to-date customer information, escalate support issues to video for faster resolution, retain contact centre talent, and generate revenue through targeted outbound engagement.
8×8 Presents New Retail Solution, 8×8 Sales Assist
Today we bring you news of a fantastic development from the world of cloud contact centres. The well-known company, 8×8, have announced their latest solution aimed at retailers, called 8×8 Sales Assist. This new product combines elements of 8×8 Contact Center, 8×8 CPaaS, and 8×8 Work to create seamless customer journeys, improving customer satisfaction across both self-service and assisted-service use cases.
Engagement Across Channels
In today’s age, consumers are increasingly opting for multichannel shopping experiences. Responding to this trend, 8×8 Sales Assist offers customers the option to engage through their preferred channel, be it web chat, bot, social media, SMS, email, or voice. This means faster and easier shopping experiences and more convenient resolution of support issues.
Benefits for Retail Organisations
With 8×8 Sales Assist, retail organisations can now elevate engagement and customer service, potentially driving revenue growth and increased customer satisfaction. The solution promises a range of benefits, including reduced call/contact queues, fewer missed or dropped calls, and better access to up-to-date customer information. It also aims to increase first-contact resolution rates and escalate customer support issues to video for quicker, more efficient resolution.
“Using 8×8 Sales Assist we’ve been able to measure and improve our performance in a number of ways and that means we aren’t missing any opportunity to help people wanting to purchase a new vehicle or support existing customers,” said Chris Gensmantel, CIO at LSH Auto UK. “With 8×8, we have less dropped calls, we’re able to answer more enquiries, and we’re able to be more proactive in reaching out to customers knowing we’re armed with the information they actually need.”
The Power of 8×8 XCaaS
The 8×8 Sales Assist solution is delivered through the 8×8 XCaaS (Experience Communications as a Service), an integrated cloud contact centre and unified communications platform. This includes a cloud contact centre, business phone, video meetings, team chat, and SMS capabilities. The 8×8 XCaaS is a secure and compliant platform, boasting a financially backed, platform-wide 99.999 per cent uptime SLA across an integrated cloud UCaaS and CCaaS solution.
Final Thoughts
The introduction of 8×8 Sales Assist is an exciting development for retailers looking to improve customer engagement and service. It offers a comprehensive solution to the growing trend of multichannel customer experiences.
The potential benefits are clear, from reduced call queues to increased first contact resolution rates. While it remains to be seen how this will translate in practice, the testimonial from LSH Auto UK certainly paints a promising picture. This is undoubtedly a development to watch closely in the retail sector.
FAQ
Q: What is 8×8 Sales Assist?
A: 8×8 Sales Assist is a retail solution that combines components of 8×8 Contact Center, 8×8 CPaaS, and 8×8 Work. It allows retailers to provide connected journeys across self- and assisted-service use cases and improve customer satisfaction.
Q: How does 8×8 Sales Assist enable retailers to engage with customers?
A: 8×8 Sales Assist allows retailers’ customers to engage through their channel of choice, including web chat, bot, social media, SMS, email, or voice. This provides faster, easier shopping experiences and more convenient support resolution.
Q: What benefits does 8×8 Sales Assist offer to retail organizations?
A: 8×8 Sales Assist offers several benefits to retail organisations, including reducing long call/contact queues, minimising missed or dropped calls leading to revenue loss, providing agents with access to up-to-date customer information, increasing first contact resolution rates, escalating customer support issues to video for faster resolution, retaining contact centre talent, enabling an educated and connected workforce, and leveraging targeted outbound engagement for campaigns, promotions, and updates.
Q: How does 8×8 Sales Assist help improve performance for retailers?
A: According to Chris Gensmantel, CIO at LSH Auto UK, using 8×8 Sales Assist has helped measure and improve their performance by reducing dropped calls, answering more enquiries, and being more proactive in reaching out to customers with the right information.
Q: What components are included in 8×8 Sales Assist?
A: The components of 8×8 Sales Assist are delivered through the 8×8 XCaaS (Experience Communications as a Service) integrated cloud contact centre and unified communications platform. It includes a cloud contact centre, business phone, video meetings, team chat, and SMS capabilities.
Q: Is the 8×8 XCaaS platform reliable and secure?
A: Yes, the 8×8 XCaaS platform is resilient, secure, and compliant. It offers the highest levels of reliability with a financially backed, platform-wide 99.999 per cent uptime SLA across an integrated cloud UCaaS and CCaaS solution.
