SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE REDEFINING CUSTOMER CONTACT

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1 SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE REDEFINING CUSTOMER CONTACT

2 SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE CIRRUS is a cloud based contact centre technology provider. What that means is that we are not trying to sell you complex and expensive telephone systems or application software we offer a set of capabilities focused on improving productivity and customer service that you can take on a pay-as-you-use basis. Our customers find our services are perfect for retail, and in particular ecommerce where margins are key but customer service is king. You don t have visibility of who or why people are calling 3 You re missing more calls than you answer 8 Welcome to Christmas 2 You don t have enough phone lines or people Call volumes will rockect to 3,4,5x 1 4 Queue times are too long. Customers are abandoning calls Temp staff & outsourcers are driving down quality Now you are getting more complaints People are sharing their frustration on social media 9 6 A growing number of customers are abandoning their online purchase 7 Christmas is not fun 5

3 This is how we help Exceptional Peaks In Demand During certain periods in the year, retailers and online stores experience exceptional peaks in call volumes. Many of our clients take more calls in the 3 months before Christmas than the rest of the year put together. How do you protect your reputation and deliver the services that your customers require when everything goes crazy? This is where CIRRUS helps. Having Enough Telephone Lines It does not make business sense to pay for telephone lines that you only use for a few weeks a year. With CIRRUS you don t, we provide flexible connectivity providing you with the ability to double, triple or even quadruple your phone lines within seconds for as long as you need, and only pay for that period regardless of how short. Understanding Call Volumes Most contact centres know they are busy but do not truly understand the reasons why. CIRRUS provides you with comprehensive call tracking you gain the visibility on how many people are calling you, when they are calling, what numbers they are calling (i.e. which service), how long they wait, at which point they are likely to abandon, the call duration and the volume of repeat calls. Having Enough Agents Bringing in seasonal staff is essential to handle demand, however, you need the infrastructure in place to support two, three or four times as many staff for short periods. With CIRRUS you get access to this infrastructure on-demand, unlimited scalability and no long-term commitment required. CIRRUS was also designed for homeworking, letting you add even more agents and have seats in the office if needed. All Hands to the Pump In a similar vein, ecommerce firms and retailers often utilise every member of staff regardless of location. As a cloud-based service, CIRRUS does not care if your contact centre spans buildings, counties or even countries. It can support everyone, everywhere. Leveraging Outsourcers Many online stores and retailers leverage outsourcers at busy times, however, this often results in loss of control and can be detrimental to service levels. With CIRRUS, you gain the benefits of a single infrastructure that can support your staff and one or many outsourcers you are in control of where calls are routed and you have complete visibility on how every call is handled.

4 Maintaining Service Levels With CIRRUS you don t just get the ability to scale, you also have the capability to deliver exceptional service even in your busiest hour. Intelligent & Dynamic Announcements CIRRUS enables you to play context driven announcements to your callers. For example, during peak periods you can set expectations on wait times. If you can connect the phone number to a customer and their order you can advise on delivery time, relieving some of the pressure on your contact centre while delivering exceptional, proactive service. Effective Self-Service As part of your contact centre platform or as a standalone service, CIRRUS provides you with what we believe to be the best interactive voice response (IVR) solution on the market. Our clients are able to quickly automate routine calls enabling customers to get fast-track service 24x7, such as order tracking and delivery tracking. Painless Queuing You will always get exceptional peak times where queue lengths are longer than desired. CIRRUS turns a potential issue into a service positive by offering callers the ability to hold their place in the queue and then to hang-up and have CIRRUS call them back when they reach the front. Being Proactive with Abandoned Calls With a high proportion of customers using their mobile to contact your contact centre, there is an opportunity to be proactive with those that decide to abandon a call. With CIRRUS you are able to text customers who drop out of the queue, apologising for the inconvenience and telling them your systems are automatically queueing for them and will call them when they are at the front of the queue.

5 Delivering Exceptional Quality Being busy is no excuse for poor service, nor is using non-contact centre staff, seasonal staff or an outsourcer. With CIRRUS we provide you with key tools to enable you to monitor and manage the customer experience. 1 st Real-time Visibility Comprehensive real-time reporting and dashboards provide you with valuable insight into what is happening now. Contact centre performance can be tracked against KPI s and potential service issues identified and addressed before they have a detrimental impact on your brand. Recording & Quality Monitoring CIRRUS provides any contact centre, regardless of platform, the capability of recording calls in the cloud and capturing the end-to-end customer experience, regardless of where the call is routed or if it is transferred mid-call. This not only ensures that quality monitoring can take place, but also that the voice of the customer can be heard. Customer Feedback It is ironic that during a period where you have little time to obtain customer feedback, it is the most critical time to collect such feedback. With CIRRUS, the process is automated with post-call surveys that provide customers with the opportunity to feedback their perception of your service. By making this a standard part of your contact centre, you have a constant 360 degree measurement of how well you are performing.

6 A Connected Service CIRRUS is not just about enabling you to respond to peaks in customer service demand, it can also enable you to redefine your customer s experience and use the way you communicate and interact with them as a differentiator. Here are just some of the ways we help online stores and retailers transform customer interactions. Connecting The Web According to Forrester, 45% of customers will abandon their online shopping cart if there is no way to get their questions answered quickly. With CIRRUS, you are able to seamlessly connect your website into your contact centre. A click for help button can instantly generate a call back to the customer, and what is more, their full transaction history from your website is passed to the agent enabling a fully integrated experience. Smartphone Enabled In a similar way that we connect your contact centre to the website, CIRRUS enables you to connect your customer s Smartphone with a simple click to contact button. The value in this is that not only does it provide the customer with quick and easy access to you, their call provides you with a full profile of the customer enabling you to prioritise them in the queue and really deliver the VIP treatment. Social Engagement According to Gartner, failing to respond to customers over social channels results in a 15% increase in customer churn. With CIRRUS you are able to socially connect your contact centre, listening to what customers are saying about your brand, products and service. You are able to thank and engage with positive messages, and more importantly, quickly and effectively address any negative feedback.

7 What do you do next? If any of the points raised in the overview resonate and you can see how the capabilities of CIRRUS can change the way you deliver customer service, then let us explore the possibilities further. At CIRRUS we focus on contact centres, it is built into our DNA, that is what we do. We not only understand the challenges faced but we are also passionate about what is possible and how our cloud-based services can truly differentiate our clients businesses. As a next step we would encourage you to talk to us. Let us show you what is possible, let us explain what we have done for organisations like Firebox and Virgin Trains, and let us identify which of the CIRRUS extensive set of cloud-based services can deliver an impact for you now. Please call the CIRRUS team directly on or connect with us through our Contact Us page at REDEFINING CUSTOMER CONTACT

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