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8x8's new tool 'Sales Assist' empowers retailers and enhances shopping experience
Fri, 15th Dec 2023

Integrated cloud contact centre and unified communications platform provider, 8x8, has recently declared its latest ground-breaking offering, '8x8 Sales Assist', designed specifically for retailers.

This tool synergistically amalgamates facets of 8x8 Contact Centre, 8x8 CPaaS, and 8x8 Work, aiming to enhance customer satisfaction and provide comprehensive solutions for the current retail landscape.

The innovative tool aligns with the trend of multichannel shopping that is increasingly in vogue among consumers. With 8x8 Sales Assist, customers can easily access a multitude of channels for their retail needs.

These channels range from web chat, social media, email, to many more to facilitate quick and easy engagement. This multichannel availability can not only improve the speed of shopping experiences but also add convenience for support resolutions.

8x8 Sales Assist anticipates providing a host of benefits to the retail sector. Key benefits include the capacity to significantly reduce long customer-contact queues and the frequency of missed or rejected calls, which often contribute to loss in revenue.

For retail agents, 8x8 Sales Assist offers comprehensive and up-to-date information about customers, assisting them in providing effective solutions at the first point of contact, thus boosting resolution rates.

The solution is also developed to resolve customer support related issues swiftly and efficiently via readily accessible video. This approach is anticipated to result in higher levels of customer satisfaction.

The tool would also help retain top contact centre talent, thereby reducing the costs and resources dedicated to staff recruitment. It is designed to optimise outbound engagement for conducting campaigns, promotions, and updates, proving to be a comprehensive tool for the entire retail sector.

Chris Gensmantel, CIO at LSH Auto UK, reports positive outcomes with the assistance of 8x8 Sales Assist, highlighting its impact on the company's performance improvement. The tool helped the company in reducing dropped call rates and bolstered their capacity to answer more customer inquiries promptly. It has also empowered employees by providing the needed customer information, helping them proactively reach out to customers.

Hunter Middleton, Chief Product Officer at 8x8, Inc., expresses the company’s focus on ensuring customer concerns are addressed swiftly and efficiently. The ultimate goal of 8x8 Sales Assist is to maximise every interaction between the customer and the retailer, turning every potential missed communication into an opportunity.

The features of 8x8 Sales Assist are delivered through the 8x8 XCaaS (Experience Communications as a Service) integrated cloud contact centre and unified communications platform. Adding aspects of cloud contact centre, business phone, video meetings, team chat, and SMS capabilities, 8x8 XCaaS ensures top-notch reliability with a 99.999% uptime SLA across its platform, according to a statement from the company.