Retail

Personalized Customer Care Across All Channels
Today’s retail marketplace is more challenging than ever. Increased customer fragmentation means one-size-fits-all marketing and customer care strategies simply won’t cut it. Meanwhile, new communications technologies have empowered consumers to dictate how and when they will interact with retail businesses.

Providing accurate, responsive customer service in this environment requires new strategies and a broad base of capabilities. At Protocol Global Solutions, we give every customer the care and attention they deserve with direct marketing and contact center services geared for the specific needs of online and traditional retailers.

By functioning as a single source for all customer contact channels, your customers enjoy consistently excellent service delivered through industry-leading capabilities:

Multi-Channel Support — Retailers can’t dictate or predict how customers will choose to contact them. Protocol helps you cover every base with seamless support for phone, e-mail and Web inquiries. Our next-generation call center and IT infrastructure ensures every inbound contact is routed with urgency and care.

Seasonal Scalability — Managing the peaks and valleys of customer care demands is critical to every successful retail operation. With more than 2,200 agents in 8 North American locations, Protocol ensures every customer is serviced appropriately regardless of traffic. The explosion in alternative media has created ever-evolving challenges for retail direct marketing — as well as unprecedented opportunities. Protocol understands how to capitalize on trends and technologies, to make our clients' brands and products into an organic part of customers' culture.

VAS Self-Service — A carefully developed VAS solution from Protocol can function as a user-friendly self-service utility and real-time live agent routing solution.

Carefully Trained Agents — Retail customers demand the same nuanced, personalized level of care whether they walk into a retail location, place a phone call or send an e-mail. Protocol’s call center agents are carefully trained to address the specific customer care needs of your retail business.

Data-Driven Intelligence — By connecting our contact center services with real-time inventory, order status and customer account data, Protocol adds personalization and elegance to every customer inquiry.

For more information about our Contact Center Solutions for Retailers, please contact us online or call us at 800-677-2001.