Retail & E-commerce Industries
Customer experience is everything in retail. Get it done right.
Our approach to retail & eCommerce clients
Customer experience underscores the success of every brand right now. You might be mostly online, or mostly brick-and-mortar, or a mix of the two. But it costs more to get new customers than keep delighted ones around, so you need strong CX driving your brand and revenue goals. You need a partner that can meet all your KPIs and SLAs, but also one who can take feedback from customers and funnel that info to sales, marketing, operations, and product – to make sure the entire ecosystem of your company is working best.
That’s where Conectys comes in.
We’ve worked with big retail brands: In fact, we’ve worked with some of the biggest on the planet.
Goldilocks Effect: We’re big enough to help you scale operations globally, but we’re small enough where you still get immediate access to our executives and strategists.
Data-driven: Whatever we see, you see. Whatever reports you need, however, customized, we deliver those exact reports.
We deliver: We’ve been doing this since 2004, and we have a Net Promoter Score in the 90s — in an industry where the average hovers around 36. We hit numbers and deliver on SLAs for our clients. We do what we say and say what we do.
Retail and eCommerce services delivered
Account-related Concerns
Subscription/Membership Concerns
Rewards/Loyalty Programs
Order Management
Shipping Inquiries
Returns, Replacement, and Refunds
Sales and Lead Generation, Cross-selling, and Upselling
Technical Support Services
Billing and Payments Support
How we help the retail and eCommerce companies
Globally-elite customer experience
Back-office automation for HR and Operations
AI-driven personalization and customization opportunities
Omnichannel solutions to keep customers delighted across their entire experience
Our security
Two DNS filters
Two AV layers
All sensitive traffic encrypted
Server SSD decryption keys hosted only offsite
2FA authentication
Company laptops fully encrypted with BitLocker
24-7 video surveillance, manned guard security
A digital-first mindset
Conectys takes a digital-first approach to every client engagement. While we start every solution build with technology at the forefront, we don’t believe that digital tools can completely replace other experiences. Rather, digital can support and enhance player experience (through speed and accuracy) and unburden live agents working on your team. We also believe a digital-first mindset is crucial to help our clients scale at lower cost. Some of the tools we deploy include:
Numbers our clients celebrate
Numbers our employees celebrate
“Outstanding management. Outstanding operations. You don’t get lost as a client. There’s a tremendous amount of individual care.”
“It’s easy to communicate and collaborate with them, as they instantly adapt to any odd situation that arises and corrects what needs to be corrected.”
“Fantastic people who come to have a deep understanding of your company’s products and services, which you don’t often see from BPO and front-line agents.”
Our Growth
3,300+ employees
35+ languages
24-7 operation
10 global locations + WFH agents
95% CSAT score
18 years in business
Our Certifications
PCI DSS L2
COPC OSP v5.2 Standard Aligned
ITIL
COPC OSP compliant
ISO 37500 outsourcing framework
GDPR compliant
Our Insights into Outsourcing
What Are Customer Experience Principles? 5 Examples and Strategy
What Are Customer Experience Principles? If you’ve learned about customer experience and its importance, you probably want to discover helpful tips that will take your business to the next level. What are the most useful customer experience principles, [...]
What Makes a Great Customer Experience? How to Improve It?
What Makes a Great Customer Experience? Wondering what makes a great customer experience? Are you a business owner trying to develop a strategy that will boost customer satisfaction and encourage people to shop at your store? Keep reading [...]
Why is Customer Experience Important for a Business? 5 Reasons
Why is Customer Experience Important for a Business? If you’ve ever come across the term customer experience, you probably know that most companies put great emphasis on this business element. But why is it so important, and how [...]
