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Consumers know what they want, and control when they buy
Retailers either get the experience right or lose the customer
Updating your technology increases efficiency and customer experience alike
97% of consumers feel
valued by a company when
their query is dealt with
properly on the first call.5
60% of shoppers go directly to
the product they are looking for
when visiting a brand’s website
or mobile app.3
82% of customers stop doing business with a company after a bad experience.4
To learn more, visit us at
8x8.com/retail
67% of retailers believe
outdated technology systems
cripple their ability to
compete.8
Firms that combine contact center and business communications see 3 times greater improvement customer
satisfaction and 2.4 times increase in revenue growth rate.9
67% 97%
2.4x3x
Put IT fears to rest
with lower costs &
easier administration
across thousands of
stores.
Leveled-up by
enhancing flexibility
and data-driven
insights.
Found a made-to-order
solution that reduced
complexity & delivered
3-month return on
investment.
Drove better
results with 35%
monthly savings &
improved
customer insight &
experience.
Served up improved
experiences by
increased reliability
& reducing costs
35% from previous
VoIP provider.
60%
92% percent of first-time
visitors to a website do not
intend to make a purchase.3
Consumers are not just savvy, they’re practically experts
Five retailers show the way
to smarter communications
Learn how they lowered costs while improving
productivity and the customer experience
While brick & mortar is still king, blending “phygital” is working
91% of retail sales still occur at
physical locations.6
68% of consumers were satisfied
with their experiences when
ordering what they needed
online and then picking those
purchases up in-store.7
78% of online shoppers
leverage other consumer
opinions and reviews in their
research.2
88% of consumers
pre-research online before
making a purchase either online
or in-store.1
One system of engagement drives tangible business outcomes
Adaptability
Complexity
92%
78%
91%
68%
88%
82%
Reliability
Costs
ROI = 3 months
Complexity
Revenue
Costs
Flexibility
Insight
1
PYMTS.com, “Consumers Are Increasingly Researching Purchases Online”, Jan 2018. 2
Digitas LBI, Connected Commerce, Aug 2016. 3
Episerver, Reimagining Commerce report,
2016. 4
Mary Meeker, Internet Trends Report 2017. 5
8x8 UK Customer Survey, 2016. 6
US Dept of Commerce, Feb 2018. 7
PYMTS.com, “Consumers Are Increasingly Researching
Purchases Online”, January 9, 2018. 8
Daisygroup.com, IT Pain Points In Retail, 2016. 9
Aberdeen, 2017

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Five Retailers Show the Way to Smarter Communications

  • 1. Consumers know what they want, and control when they buy Retailers either get the experience right or lose the customer Updating your technology increases efficiency and customer experience alike 97% of consumers feel valued by a company when their query is dealt with properly on the first call.5 60% of shoppers go directly to the product they are looking for when visiting a brand’s website or mobile app.3 82% of customers stop doing business with a company after a bad experience.4 To learn more, visit us at 8x8.com/retail 67% of retailers believe outdated technology systems cripple their ability to compete.8 Firms that combine contact center and business communications see 3 times greater improvement customer satisfaction and 2.4 times increase in revenue growth rate.9 67% 97% 2.4x3x Put IT fears to rest with lower costs & easier administration across thousands of stores. Leveled-up by enhancing flexibility and data-driven insights. Found a made-to-order solution that reduced complexity & delivered 3-month return on investment. Drove better results with 35% monthly savings & improved customer insight & experience. Served up improved experiences by increased reliability & reducing costs 35% from previous VoIP provider. 60% 92% percent of first-time visitors to a website do not intend to make a purchase.3 Consumers are not just savvy, they’re practically experts Five retailers show the way to smarter communications Learn how they lowered costs while improving productivity and the customer experience While brick & mortar is still king, blending “phygital” is working 91% of retail sales still occur at physical locations.6 68% of consumers were satisfied with their experiences when ordering what they needed online and then picking those purchases up in-store.7 78% of online shoppers leverage other consumer opinions and reviews in their research.2 88% of consumers pre-research online before making a purchase either online or in-store.1 One system of engagement drives tangible business outcomes Adaptability Complexity 92% 78% 91% 68% 88% 82% Reliability Costs ROI = 3 months Complexity Revenue Costs Flexibility Insight 1 PYMTS.com, “Consumers Are Increasingly Researching Purchases Online”, Jan 2018. 2 Digitas LBI, Connected Commerce, Aug 2016. 3 Episerver, Reimagining Commerce report, 2016. 4 Mary Meeker, Internet Trends Report 2017. 5 8x8 UK Customer Survey, 2016. 6 US Dept of Commerce, Feb 2018. 7 PYMTS.com, “Consumers Are Increasingly Researching Purchases Online”, January 9, 2018. 8 Daisygroup.com, IT Pain Points In Retail, 2016. 9 Aberdeen, 2017