Vertical Blog

Retailers: "Omnichannel" Includes Voice, So Ignore at Your Peril

Posted by Scott Taylor on Apr 21, 2016 12:56:28 PM

Voice: An Integral Spoke in the Wheel

"A seamless omnichannel experience is driving 2016 retail IT investments and customer satisfaction in more studies than we can count. If delivering a positive experience across all buying channels is the pinnacle accomplishment for retailers, why is it, then, that so many view their voice channel as an afterthought?"

Jan Knight from SMB Retail Technology News interviews Vertical's own Dick Anderson to find out how some of our large, retail customers are integrating the voice channel into their reporting and BI processes to improve sales, customer service and the bottom line. More:

Read More

Topics: Retail

Retailers: Press 4 to Increase Retail Sales with Targeted On-hold Messaging

Posted by Dick Anderson on Feb 15, 2016 8:00:00 AM

Are your customers on hold with the cosmetics department hearing about your latest cosmetics promotion? Or are they just hearing music?

Retailers spent almost 13 billion dollars on digital advertising in 2015, accounting for a fifth of all digital advertising spend in the US. With the hope that it drives sales and reaches customers with a message to promote specific products. So why i

Read More

Topics: Retail

Retailers: A Million (or 2) Reasons Consolidated SIP Should Be A Priority

Posted by Dick Anderson on Jan 25, 2016 8:00:00 AM


Are you still contracting for phone service for each of your hundreds of store locations? Did you know that instead, SIP trunking can save you 30-60% on your monthly communications costs and enable you to reduce your number of phone lines to one-third or even one-half for potentially $1 million or more in savings annually?

Read More

Topics: Retail

Retailers: 3 Ways to Reduce Call Abandonment Rates and Increase Sales

Posted by Scott Taylor on Jan 11, 2016 4:00:00 AM

Customer calls should be given the same level of care as when a customer walks through your front door. Yet we all know the frustration of calling a business and getting put on hold. You dial in, get bombarded with a menu of options to get to a real person, and then you are expected to listen to canned Muzak that does nothing to keep you on the line. No wonder some or many of the customers calling your store, hang up. And when they do, they increase your call abandonment rates and decrease your ability to make a sale – to zero.

Read More

Topics: Retail

Retailers: Are You “Under-Managing” Your Voice Channel?

Posted by Dick Anderson on Dec 14, 2015 4:00:00 AM

As brick and mortar retailers expand their web-based operations, the in-store “voice sales channel” is often overlooked and undermanaged. But are you missing an opportunity to leverage your physical store operations in ways that will create competitive advantage through a differentiated customer experience and lower operating costs? Why spend millions on web and TV ads only to lose a sale as a result of a poorly handled call from a customer to your local store?

Read More

Topics: Retail

Vertical Communications: Communications Solutions for How We Work Today

At Vertical we're inspired by the always-connected, data-driven enterprises that embrace the new way of working made possible with mobile and cloud technology. We replace traditional business phone systems with a communications platform and secure cloud services that enable powerful new workflows to ensure you are always connected to your customers. Wherever. Whenever.

Vertical has thousands of clients of all sizes in all industries and we have specific communications platforms for the retail, auto, hospitality and healthcare sectors.

Please come back often and let us know what you think.

Vertical Communications

Subscribe to Email Updates

Recent Posts