Retail

The retail sector is vast and dynamic, with over two million stores and online shopping sites in North America alone. The current wave of technology has reshaped the customer journey. Shoppers use multiple channels – a customer starts a query on her phone, visits a website to check online reviews, opens a web chat to verify further, then completes the purchase via an app. Any point along the way is a potential gain or loss. Managing and delivering customers’ expectations throughout the journey can increase profits, while reducing the costs of attracting new customers.

As a pioneering leader in customer relationship management outsourcing in the Philippines, SPi CRM delivers multilingual solutions to companies throughout the sector. We make retailers, wholesalers, and global distributors more aware of opportunities to engage with customers – social media, mobile marketing, and 24-hour service. We work on the front line as their voice and the customer’s choice.

Our services include Customer Care and Billing Management, Social Media Response Management, Inbound Sales, Tech Support, and Back Office. We have the resources and scalability for seasonal ramps of any size. Whether their channel of choice is voice, email, chat, or social, SPi CRM can provide the best experience for your customers, in over a dozen languages.

Big ways we've helped clients in

Retail

  • Cultivate

    Ramped up a flower and gift retailer’s team from 50 FTEs to 800+ FTEs within a week

  • Retain

    Created training materials that are used by a retailer’s entire vendor network

  • Maximize

    Reduced a retailer helpdesk’s repeat calls by 50% due to faster turnaround time

Our Retail clients

  • Two of the top US-based flower and gift retailers
  • A marketing solutions company offering rebate, referral, incentive, and loyalty programs
  • A US-based online provider of private-label and brand-name industrial supplies
  • Two of the world’s leading digital broadcast satellite TV providers

Some of our service highlights in the industry

  • Launched the most successful customer retention program in a satellite TV provider’s history
  • Created training materials that are used by a retailer’s entire vendor network
  • Reduced a retailer helpdesk’s repeat calls by 50% due to faster turnaround time
  • Ramped a flower and gift retailer’s team from 50 FTEs to 800+ FTEs within a week, to be ready for the Valentine’s Day seasonal spike

Testimonials