Talkdesk Retail Experience Cloud: Location Directory

Configuring the Location Directory 

The Location Directory feature serves as a vital bridge between a brand's physical and digital presence, facilitating seamless customer interactions across various channels of the Contact Center. By leveraging this tool, agents can effectively inform customers about the most convenient store locations and, in iterations, provide information on service availability.

In today's retail landscape, the integration of brick-and-mortar stores with digital channels is paramount to delivering an enhanced customer experience. The Location Directory lays the groundwork for a multitude of features that blend location-based services with specialized offerings, ultimately driving customer engagement and loyalty.

Through the integration of the store directory, agents gain access to essential information such as store locations, business days, and opening hours., Future enhancements may include details on departments or specialties available at each store, further enriching the customer experience.

The benefits of the Location Directory extend beyond basic store information. It enables the provision of services such as appointments, Buy Online, Pick Up In Store (BOPIS), and curbside pickup, empowering agents to meet customer needs efficiently. Ultimately, these enhancements result in improved customer interactions, heightened loyalty, and increased sales.


User Roles and Permissions

The Location Directory allows administrators to configure and manage locations within the admin app, including adding, editing, and updating details. Agents can access the directory during calls to view location information but cannot modify it. This setup ensures efficient data management by administrators and enables agents to provide accurate location details to customers

 

Accessing the Configuration Settings

To access the Location Directory settings, administrators should follow these steps:

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1. Log in to  Talkdesk and click on the Admin application.

2. Navigate to the Location Directory application [1].

3. Upon initial access, administrators will encounter an empty screen, ready for configuration.

To create new locations in this database, the admin has two options: create the locations one by one with the form or create multiple locations with the bulk CSV upload. 

Create a Location with Form

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1. The admin should click on the Add Locations [2] button and choose “Fill a Form” [3].

2. A side panel will appear, presenting an empty form to be filled out with the following details:

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  • Location Picture [4]: Upload an image using a URL.
  • General Information:
    • Location name [5]: Specify the name of the location.
    • Phone number [6] and Phone number name [7]: Add phone numbers associated with the location, with optional names for easy identification.
    • Address [8]: Enter the location's address, including details such as address name, postal code, city, country, and region.  

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    • Opening Hours [9]: Define the timezone, business days, and hours of operation.

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  • Exceptions:
    • Special information for Holidays and exceptional Days: [10] Add exceptions to regular business days and hours, if applicable.

3. Once all fields are filled out, the administrator should click Save [11]  to create the location in Talkdesk.

 

Bulk Upload of Locations

To streamline the configuration process for multiple locations, administrators can utilize bulk upload via CSV and:

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1. Download the provided CSV template from Talkdesk [1].

2. Fill in all necessary details for each location in the CSV template.

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3. After completing the CSV, return to the Location Directory settings and click on the "Add  Locations" button [2].

4. Select "Upload CSV file" [3] and choose the completed CSV file. 

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5. The application will read and validate the CSV file, providing confirmation to the administrator. Click "Upload" to process the CSV into the account [4].

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6. If the file contains errors, an error message will appear with an “Error File” for the Admin to see what are the errors mentioning the CSV line and the error message.

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7. Upon successful processing, a confirmation message will appear, indicating that the file was uploaded and all locations are now visible.

By following these steps, administrators can efficiently configure and manage locations within the Location Directory.

 

Managing Location Details

Once in the Location Directory, administrators can perform various actions to manage location information:

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  • List View: View a comprehensive list of all locations.
  • Detail View: Access detailed information about specific locations.
  • Edit Location: Modify details of a specific location.
  • Delete Location: Remove a specific location or select multiple locations for deletion.

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By following these steps, administrators can effectively access and manage location details within the Location Directory.

 

Integration with Retail Agent Workspace

The Location Directory seamlessly integrates with the Retail Agent Workspace, providing agents with access to essential location information during customer interactions.

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  • Accessibility: Every location added to the directory by the administrators becomes visible to agents within the Retail Agent Workspace interface.
  • During Customer Calls: Agents can access the Location Directory directly during customer calls, ensuring quick access to relevant location details when assisting customers.

Functionality:

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  • List of Locations: Agents can view a comprehensive list of available locations, categorized for easy navigation.
  • Location Details: Agents can access detailed information about each location, including address, contact details, business hours, and any special services offered.
  • Consultative transfers: The agent needs to consult with an expert or specialist in-store about a specific inquiry before transferring the call over. 
  • Blind transfers: The agent needs to transfer the call to the location so they can better address the query.

By integrating the Location Directory with the Retail Agent Workspace, agents can efficiently assist customers by providing accurate location information, facilitating smooth call transfers, and ultimately enhancing the overall customer experience.

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