Customer Experience Featured Article

OneView Mobilizes Service Reps for 'Customer for Life' Experience

 
December 04, 2014



Delivering a personalized customer experience is vital in business today, as it shows customers that—rather than only seeing dollar signs when they look at customers—companies see real people. The global business landscape is changing, and these days customers expect to be treated as valued individuals, or they will take their patronage elsewhere. But how do companies ensure that their customers feel their voices are being heard, and that they are valued?


OneView Commerce has designed a commerce-driven platform for retailers, allowing them to capture and deliver content in a multi-directional, multichannel way. This multi-directional capability allows companies to enhance their customer service by transforming their stores into “digital hubs of customer experience.” The company believes that this not only improves the customer experience, but also strengthens clients’ “customer for life” branding, helping to create lifetime customer loyalty.

Recently, OneView announced that tire and wheel retailer Discount Tire has selected its solution to enhance this “customer for life” experience in its 875 stores across the U.S. With OneView, customer Discount Tire service assistants will be able to use mobile devices to capture data, track progress, communicate to customers, and more. By giving these service representatives access of mobile technology, they can streamline the service process for customer whether they are in shop, at the car or in the bay.

“Discount Tire is the first tier one retailer in North America to embrace a store transformation model that focuses on how the critical face to face customer relationship can be enhanced and expanded by technology and data leveraged across every channel,” explained OneView chief operating officer Linda Palanza. “They are demonstrating that store engagement is no longer measured by simply bringing content from one channel to another, but instead focuses on the sharing of critical data and information across the enterprise and into their vast partner and supplier networks to improve customer service.”

Giving service agents the ability to access important customer information and forms remotely is changing the game for retail businesses with brick and mortar stores, as it creates a level of instant gratification in person that customers have come to expect online. 




Edited by Maurice Nagle

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