Retail Case Study 3
Omnichannel Support for a Global Electronics Retailer
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Background
A global electronics retailer with both an online store and brick-and-mortar locations was struggling to provide seamless customer support across all channels. Customers experienced delays in receiving assistance with product inquiries, troubleshooting, and order issues. The retailer sought to improve its omnichannel support to enhance the customer experience.
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Objective
To deliver consistent, omnichannel customer support that ensures timely resolution of inquiries across online, in-store, and phone channels, while improving the overall shopping experience.
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Solution
Corpshore Solutions implemented an omnichannel support solution that integrated live chat, email, phone, and in-store support. The system allowed for seamless communication between channels, ensuring customers received consistent assistance regardless of how they reached out. Real-time CRM integration ensured customer histories were accessible across all channels, improving personalization and issue resolution speed.