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Talkdesk Retail Experience Cloud: FAQ
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What is Talkdesk Retail Experience Cloud (REC)?

Talkdesk Retail Experience Cloud™ is an integrated, cloud-native customer service platform that delivers unified, effortless, and personalized experiences, bridging the gap between online and offline. 

With AI-powered and retail-flavored applications like CcaaS, UC, CM, WFM, QM, and VOC, it empowers both customers and employees to gain a unified view of voice and digital conversations, boosting growth, and profitability and ensures unmatched customer and talent retention.

Why are we launching Talkdesk Retail Experience Cloud?

Talkdesk Research™ underscores the strategic, growth-driving role of customer service in retail. Recent global surveys show that the ability to resolve customer service issues on first contact has become the number one driver of customer loyalty. Other studies show that 72% of shoppers say their preferred channel varies by context, and 86% of retail CX leaders say customer relationship growth will be an agent KPI within the next few years. Designed based on extensive industry research and expertise, Talkdesk Retail Experience Cloud offers a broad range of benefits for retailers, their customers, and their workforces.

 

What is the difference between CX Cloud and Retail Experience Cloud?

Talkdesk Retail Experience Cloud™ includes everything in CX Cloud PLUS more. Here’s a list of everything it comes with. 

 Here’s what makes it special: 

  • Deeply integrated with commerce systems: Information from commerce systems can be directly updated in Agent Workspace. Agents can view shopping carts, process or modify orders, etc. 
  • Purpose-built retail workspace: Customer info (order history, loyalty status, etc) and interactions (phone, video, messaging, Facebook, Whatsapp, live chat, co-browsing, and email) brought into a single view.
  • Out-of-the-box retail agent flows: Pre-built flows and scripts for agents for common retail customer service use-cases: “Where is my order?” “Returns/exchanges”, “Order processing/changes”.
  • Pre-trained with AI for retail expertise: Human-in-the-loop technology that is already fluent in retail and understands and responds to common retail terms.

How much functionality in Retail Cloud is net new vs. existing?  

Similar to other Industry Experience Clouds, the 'net new' centers around the agent workspace (specifically designed for retail), the industry integrations (starting with Shopify and BigCommerce); the industry flows (initial use cases solve for "where is my order”; returns/exchanges; and order changes and processing). Retail-trained AI & Virtual Agents are rolling out by releases. 

 

What E-commerce platform is Retail Experience Cloud pre-integrated with?

Shopify and BigCommerce. 

 

What CRM is supported out-of-the-box?

Talkdesk offers out-of-the-box integrations with Salesforce, Zendesk, and Microsoft Dynamics 365. Customers can also connect to other CRMs on a custom basis using PS services. To learn more about our integrations refer to our page here.

Does the Retail workspace display historical customer data?

Yes, the Customer Details will display all historical transactional order data from Shopify and BigCommerce, along with access to all past interactions made with the contact center.

What languages are available?

  • Danish (DK)
  • German (GE)
  • English (US)
  • Spanish (ES)
  • French (CA)
  • French (FR)
  • Italian (IT)
  • Japanese (JP)
  • Korean (KR)
  • Dutch (NL)
  • Norwegian (NO)
  • Portuguese (BR)
  • Portuguese (PT)
  • Swedish (SE)
  • Thai (TH)
  • Vietnamese (VI)

What social channels do you support?

  • Talkdesk provides a choice to Retailers that wish to serve/engage with their customers via social media: 
    • If they already have a social listening provider (Hootsuite, Sprout Social, etc), they can continue to use what they have. For a more integrated (within Workspace) experience, customers can utilize our Professional Services.
    • If they do not have a current social media/ social listening provider, they can buy it through Talkdesk.

Talkdesk is pre-integrated with a Social Media listening/engaging platform for Twitter, FB & Instagram using Talkdesk AppConnect Partners

 

Do you also offer social listening capabilities?

Yes, through a partner (link here to App Connect):
https://appconnect.talkdesk.com/apps/sentiment-io-omnichannel

 

Is there a Conversations mobile app for REC? (Is REC Mobile-Friendly)

The Conversation app for accessing the retail experience cloud is not supported for use in mobile apps.

 

Is REC available in the Regional Clouds?

REC is based on modern microservices architecture, running Active/Active containerized services that scale horizontally across AWS Infrastructure as a Service (IaaS).

REC is currently deployed in the US. To better geographically serve our customers, it is planned to be available in the Canada Regional Cloud by August 31st, 2022. We will look to deploy in the EU shortly after.

 

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