In 2018, Forrester Research estimated that 86% of retails sales would occur in physical stores.
Even then, more than half of all purchases were influenced by the digital world.
“Influence” ranges from consumer ratings and reviews to individuals who browse websites but purchase on-site to ordering online and picking up the item in person.
The global ecommerce market had been on a steady upward trajectory for years and then came the pandemic, whose impact has been impossible to miss.
Despite more intuitive technology and the advances of artificial intelligence, selling often comes down to people. The quality of interactions between consumers and agents is what drives the “wow” customer experience. Our track record includes:
A 950% sales increase for a web services company
Exceeding sales targets for a home appliances warranty client
Doubled sales-per-agent and improved retention for a web hosting firm
Being the first outsourcing provider for a global lifestyle brand
Technology has provided consumers with more choice and more information than ever before, and it has also made them more demanding of high-touch customer care. We are dialed into the digital environment, handling issues ranging from balky shopping carts to processing orders to coordinating product deliveries. Scalable solutions that grow with you, plus data that is transformed into real-time insight to enhance the customer experience and support your business goals.
Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.
Click on the icons to learn more about our channel offerings.
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