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Digitally influenced and outcome driven CX solutions

Retail customer journeys are becoming increasingly complex. Not only do consumers demand more streamlined and personalized experiences, but they also want it on all channels, all the time.

We understand that each touchpoint is an opportunity to achieve better outcomes and satisfied customers. Using a powerful combination of automation, AI, analytics, and the human touch, our solutions seamlessly unify and scale experiences in a safe and compliant manner. From sales, fraud prevention, customer care, and retention to financial card services, technical support, and back office.

As your strategic partner we are focused on delivering outcomes that move your business forward. From improved CSAT, NPS, and agent productivity to increased wallet share, market share, and customer lifetime value (CLV).

Unify-Scale-Experiences

#ResultsMatter

Global video game retailer

Holiday surge support
  • 2 min reduction in AHT
  • 2% increase in NPS over previous year
  • Increased agent availability and reduced training costs
Game-Retailer

Long-standing partnerships

Global-Retailer

Top 10 global retailer

  • Online support & care
  • Fraud prevention
  • Product/support & returns
  • Financial card services

Retail-American-Multinational

American multinational home
improvement retailer

  • Proprietary brands
  • Online & retail store support
  • Outbound sales
  • Back office
  • Home services

retail-2-year

American shoe & fashion accessory
retailer

  • In store and e-commerce support
  • Private label product support
  • Steady, seasonal, and promotional volume surge support

Our Services​

Revenue Acceleration

  • Sales renewals
  • Inbound and Outbound Sales Outreach
  • Consultative Sales Program
  • Loyalty Program Support
  • Customer Retention – Cross-selling & Upselling

Cost Optimization

  • Customer Service
  • Seller Support - Cataloguing, Payments, Returns & Refunds, Transaction Reconciliation And Other Account Related Services
  • KYC & Due Diligence
  • Fraud Prevention & Management
  • Workforce Management
  • Chatbot Model Training
  • AI Model Training - Cataloguing Support
  • Translation Services- Dubbing, Subtitling
  • Content & Review Moderation
  • Content Management Support
  • Dynamic Agent Training Programs
  • Call Transfer Rate Reduction
  • Process Automation & Optimization

Enhanced Experience

  • Omnichannel Customer Support - including Conversational AI Chatbots
  • Sentiment Analytics
  • Call Driver Assesment
  • Repeat Call Analytics
  • Customer Churn Mitigation
  • Channel Optimization
  • Data Evaluation And Enrichment 
Retail-How-We-Do-It

How we do it

We deliver simple, innovative, and purpose-designed customer experiences by successfully applying our retail playbook. Designed by our CX experts, our comprehensive and customer-centric operating model ensures integrated delivery and continuous improvement.

Global delivery model
Global delivery model
Our team of 23,000+ people across 7 countries is uniquely positioned to support your English and multi-lingual requirements today and into the future.
Best practices-based approach
Best practices-based approach
We currently manage 80M customer interactions/year for Fortune 500, fast-growth retail, and e-commerce brands. Our industry-specific approach delivers exceptional CX – every time.
People-first practices
People-first practices
Applying people-first principles across workforce management, recruitment, training, and engagement, ensures high retention and 100% SLA compliance.
Innovative & intuitive technology
Innovative & intuitive technology
Next-gen solutions and processes, including SupportPredict Agent AI, RPA, and email automation elevate the end-to-end CX.
Social media management & monitoring
Social media management & monitoring
Purpose-built solutions help fine-tune social media response strategy, engaging customers, building brand advocates, and lowering costs.

How we do it

For more than three decades, we’ve been helping leading retail brands deliver innovative and purpose-designed customer experiences. Using our rich retail playbook, our solutions deliver integrated digital and voice experiences with a focus on ongoing process improvements. The customer-centric approach boosts operational excellence and drives outcomes that matter – from identifying strong leads to optimizing channel mix to accelerating acquisition and improving cross-sell/upsell.

Increased customer lifetime value

  • Advanced analytics to better understand customer needs, target, prioritize, customers most likely to convert.
  • Multiple platforms – email, chat, app, website, social media, and voice – so customers can engage on a channel of their choice.

Improved agent performance

  • Fit-for-purpose agents through automated proficiency testing and AI-driven candidate concierge.
  • Next-gen training for ongoing market level learning, development, and cultural sensitivity.
  • Real time dashboards, AI-driven knowledgebase, guided-workflows, and real time service alerts.
  • Programs and interventions to ensure advocate health and wellness.

Elevated experiences

  • Key insights to deliver focused, intelligent, and desired experiences.
  • Curated experiences based on customer profile and preferences.
  • Ability to identify bottlenecks and preempt potential disruptions in service across the lifecycle.

Analysing-sentoments

Do more with our next-gen services

  • Reach out to the right customers, on the right channel, at the right time
  • Prioritize and target high value customers
  • Tailor product messaging to target channel
  • Leverage customer intelligence, personalize solutions, increase average order value
  • Implement sales campaigns based on customer behavior
  • Enable voice-based ordering system using conversational AI voice-based platform
  • Use guided agent workflows to improve sales conversion

Industry leading capabilities

Innovation coupled with consistent and repeatable core best practices across all aspects of customer support
Technology & contact center operations experience
Technology & contact center operations experience
#1 in buyer satisfaction, proactiveness, and ease of doing business in Everest Group’s Customer Experience Management Matrix 2022
Proven track record
Proven track record
Top of peer group security ranking, HIPAA HITRUST Certification, PCI-DSS, FFIEC, SOC I, SOC II, GLBA
Outstanding security and compliance
Outstanding security and compliance
Seamless and contextual multi-geo support
AI-based knowledge management
AI-based knowledge management
Data-driven operations, multi-channel efficiencies, and cross-sell and upsell to grow customer lifetime value
Advanced analytics
Advanced analytics
Stellar seasonal ramp record, AI-enhanced onboarding, proven agent incentive structures, and prescriptive sales coaching
Workforce readiness
Workforce readiness

Meet our experts

Vanessa-Link

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Vanessa Link
Vanessa-Link

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Leadership /
Vanessa Link

Vanessa Link

Vice President, Relationship Management

Vanessa Link is ResultsCX’s Vice President of Relationship Management. Vanessa has a demonstrated history of driving excellence in the outsourcing/offshoring industry, launching several contact center sites and programs globally. A strong operations professional, she is skilled in customer service, customer relationship management (CRM), customer satisfaction, customer retention, and team building. Vanessa is results oriented and brings a deep understanding of both client servicing as well as operational aspects.

Vice President, Relationship Management
Mark-Degeorge

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Mark DeGeorge
Mark-Degeorge

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Leadership /
Mark DeGeorge

Mark DeGeorge

Vice President, Client Solutions

Mark DeGeorge is Vice President, Client Solutions at ResultsCX. Having led multi-functional, geographically diverse teams across a large client base, he is an expert in driving continual performance improvement for CX, Retention, Sales, Resolution, and Efficiency. Mark's global experience includes managing relationships in Cable, Wireless, Satellite, and telco Equipment industries, along with renowned brands in Retail, e-commerce, CPG, and home electronics sectors.

Vice President, Client Solutions

Awards & recognition

We have been recognized a leader across all aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
Customer Experience Management (CXM) in Americas 2023 - PEAK Matrix Award Logo - Major Contender
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cyber-security-award

Beyond operational excellence

revenue-update-icon
Revenue Acceleration
Digitally-led CX strategies, solutions, tools, and accelerators to advance growth and revenues
cost-reduction
Cost Optimization
Omnichannel strategies, resolution-centered approach, and innovative workforce management toolkit to keep a lid on costs
experience
Enhanced Experience
Seamless, responsive, and data-driven experiences that keep customers coming back

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Transform Your Customer Experience, Act Now!

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