Prerequisites
- Available only in the Conversations app during a voice or digital interaction.
- Requires integration with eCommerce APIs.
- Routing settings must be customized based on retailer preferences during setup.
- Agents must be the main users.
- Only available with the Retail Experience Cloud package. Please reach out to your Talkdesk contact to enable the package.
Main Capabilities
When Talkdesk Retail Experience Cloud is activated in your account, agents gain access to retail-dedicated capabilities with the following additional tabs within the Conversations App:
- Snapshot: Displays the queue from which the call originated and basic customer information, such as phone number and email address.
- Customer details offer additional insights through:
- Customer profile: the customer’s personal details including name, date of birth, address, and customer loyalty.
- Orders: provides details of the most recent order along with information on price, date of purchase, tracking number, and order number, among others.
- Activity: highlights the context of the previous interactions with the customer.
-
- Live cart: gives agents real-time access to customers' shopping carts, including details like items, descriptions, quantities, prices, stock availability, and discounts. To access Live cart, click on the cart icon at the top right and use the "update/refresh" option to see the latest cart updates.
- Orders: agents can view the entire customer’s shopping history. This includes order details such as the purchase date, total amount, shipping address, and status. Additionally, agents can cancel the order or change the shipping address for a specific order.
- Search Customer: agents can search within the contacts database and retrieve all the details associated with that customer. The search can be done by name, phone number, or email.
- Products: During the call with the customer, agents can search for products and view their characteristics, descriptions, prices, and available stock.
- Service Directories (formerly known as Location Directory): centralizes essential directory information for contact center agents and self-service Autopilot (digital and voice), such as store locations, services, and specialist details. By bridging physical and digital touchpoints, it enhances customer interactions. With geolocation capabilities and Google API integration, it empowers agents and chatbots with actionable insights, enabling personalized recommendations that transform routine inquiries into exceptional experiences.
Service Directories’ main capabilities for end customers and default roles are as follows:
- End customers via Autopilot:
- Geolocation-based recommendations: Enables self-service, such as chatbots and virtual assistants, on voice and digital channels, to suggest nearby locations and services based on the customer’s location.
- Personalized & superior customer engagement: Contextual and convenient customer experiences with pre-built Autopilots that can find the right location(s), speciality and/or specialist to meet customers’ needs.
- Agents and Supervisors:
- Comprehensive search tools: Agents can search for and filter locations, services, and specialists by proximity, business hours, or specific customer needs.
- Detailed information access: View principal details such as store addresses, contact numbers, services offered, specialists available, business days, and opening hours.
- Seamless call transfers: Click to call, transfer interactions or consult with the most appropriate location or specialist, ensuring faster resolutions and personalized support.
- BOPIS and Curbside pickup: Empower agents to assist customers with services like Buy Online, Pick Up In-Store (BOPIS) and curbside pickup, streamlining the shopping experience.
- Admins:
- Centralized directory management: Easily create, edit, and update directory data, including locations, services, and specialists, through an intuitive admin interface.
- Bulk updates: Upload and manage directory content via CSV files, reducing the time spent on manual updates.
- Relational data: Define relationships between locations, services, and specialists, enabling agents to deliver more informed and personalized customer experiences.
- Interaction routing: Utilize the directories studio components to route interactions to the right location, speciality and/or specialist based on the attributes of that component (example: hours of operation, location address, specialty, specialist bio, etc)