Your One-Stop Shop for Retail CX Solutions

We help you deliver a seamless shopping experience across all channels, filling more carts and nurturing lifelong customers.

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Full-Funnel Solutions Expertise in Bulk A Tailored Fit
Full-Funnel Solutions
Expertise in Bulk
A Tailored Fit

Full-Funnel Solutions

From the moment shoppers start searching for a product to when they share with friends on social media, SYKES is there for retailers and e-tailers through end-to-end CX solutions that result in increased sales, fewer returns, and greater customer loyalty.

Expertise in Bulk

For over 40 years, we’ve helped the world’s leading retailers elevate their experiences and reduce operating costs. Our current client list features more than 40 top brands, covering a range of products from software to soft drinks.

A Tailored Fit

You don’t have to sacrifice customer experience for cost-effectiveness. With our global network of onshore, offshore, and virtual teams, we design the optimal solutions for your needs and budget.

How We Help Retailers

Seasonality Specialists

Whether it’s back to school, the holiday rush, or an unexpected spike in demand, we have a global workforce ready to tackle your busiest seasons. SYKES Carousel Staffing™ moves seasoned agents between brand partners as their traffic ebbs and flows, allowing them to ramp up and down without disruption.

An Extension of Your Team

Maintaining your brand experience and fulfilling your brand promise is our priority. Agents are recruited, hired, and trained to be experts in your offering, values, and culture, so customers get a cohesive experience.

Meet the Goals That Matter

Measuring performance in retail comes in many forms, including customer lifetime value, Net Promoter Score® (NPS®), year-over-year revenue, and average order value. Before designing your CX solutions, we identify your KPIs and conduct regular business reviews to ensure we’re meeting or exceeding your targets.

Elevate Your Entire Retail Journey

We’re there for your customers from “just browsing” to “buy it now” and beyond. Our solutions help grow your business through every stage of the retail buying journey.

Interest
Interest

Interest

Pay-per-click marketing: Reach more people at a lower cost with precision targeting and strategic spending plans.

Search engine optimization: Strengthen your organic ranking with the latest tactics and strategies developed to boost your domain authority and credibility with shoppers in non-branded search.

Content optimization: Our content marketing experts audit and optimize your assets, ensuring valuable product or service information is easy to find and consume.

Consideration
Consideration

Consideration

Review sites: Rapid response to reviews shows customers you care about shoppers’ experiences with products and services.

Social media: Reward customers who engage with your brand through personal responses, retweets, and likes to boost advocacy and brand awareness.

Intent
Intent

Intent

Voice: Digitally augmented agents provide customers with easy, informed, and efficient solutions with a human touch.

Chat: AI-assisted chatbots triage customers and take relevant information prior to an agent taking over. Knowledge bots provide instantaneous answers and reference past interactions to predict future courses of action.

Text: SMS messaging has one of the highest engagement rates of any communication platform. Service through text frees customers to respond at their convenience without losing their place in a queue.

Purchase
Purchase

Purchase

Voice and chat sales: Our agents are customer-centric problem-solvers with the latest digital tools at their disposal. They provide an easy path to checkout while driving increased order value through upselling and cross-selling opportunities.

Back-office sales support: Speed up your digital transformation by leveraging our automation-assisted invoice batching, order management, and accounting services.

Post-Sale
Post-Sale

Post-Sale

Technical support: Our expert voice and chat agents, equipped with a suite of cutting-edge digital tools, help customers get the most out of your products and services.

Online self-support: Optimized online support content guides customers through troubleshooting without them ever picking up the phone.

Loyalty program support: Keep your most dedicated customers happy with loyalty program registration and support options.

Interest

Pay-per-click marketing: Reach more people at a lower cost with precision targeting and strategic spending plans.

Search engine optimization: Strengthen your organic ranking with the latest tactics and strategies developed to boost your domain authority and credibility with shoppers in non-branded search.

Content optimization: Our content marketing experts audit and optimize your assets, ensuring valuable product or service information is easy to find and consume.

Consideration

Review sites: Rapid response to reviews shows customers you care about shoppers’ experiences with products and services.

Social media: Reward customers who engage with your brand through personal responses, retweets, and likes to boost advocacy and brand awareness.

Intent

Voice: Digitally augmented agents provide customers with easy, informed, and efficient solutions with a human touch.

Chat: AI-assisted chatbots triage customers and take relevant information prior to an agent taking over. Knowledge bots provide instantaneous answers and reference past interactions to predict future courses of action.

Text: SMS messaging has one of the highest engagement rates of any communication platform. Service through text frees customers to respond at their convenience without losing their place in a queue.

Purchase

Voice and chat sales: Our agents are customer-centric problem-solvers with the latest digital tools at their disposal. They provide an easy path to checkout while driving increased order value through upselling and cross-selling opportunities.

Back-office sales support: Speed up your digital transformation by leveraging our automation-assisted invoice batching, order management, and accounting services.

Post-Sale

Technical support: Our expert voice and chat agents, equipped with a suite of cutting-edge digital tools, help customers get the most out of your products and services.

Online self-support: Optimized online support content guides customers through troubleshooting without them ever picking up the phone.

Loyalty program support: Keep your most dedicated customers happy with loyalty program registration and support options.

A Boutique Approach

We take the time to understand your business needs and work with you to meet them. You’ll always feel prioritized with personal attention and proactive communication from our teams.

Airtight Security

Our agents maintain PCI compliance and our organization is ISO-certified, meaning personal and financial information is protected by the highest-quality management systems, data security, and risk mitigation strategies.

360° Focus on Growth

A holistic focus on the customer experience is the best path to consistent growth. We deliver low-friction and high-impact experiences at every phase of the retail journey, which leads to repeat business, higher customer lifetime value, and long-term loyalty.

Ready for Any Rush

From spring sales to the holiday high season, we optimize your staffing levels to maximize efficiency without affecting customer experience or service quality.

SYKES Carousel Staffing™

We assign our teams to retailers with varying busy seasons — as one is ramping down, another is ramping up. This keeps the same groups of seasoned leaders and staff on your account, reducing time to proficiency and agent churn.

Work-At-Home

Using our 20+ years of remote workforce experience, we reimagined our technology and processes to create the most comprehensive, cloud-based work-at home solution in the industry: SYKESHome™. With ecommerce’s increased demand for 24/7 connectivity, our global teams of virtual agents can assist shoppers any time, on any channel, day or night.

Global Talent Pools

Onshore, nearshore, and offshore sites in 20 countries, combined with thousands of virtual agents, give you the flexibility to design the ideal workforce mix for your needs and budget.

What makes our work-at-home solutions work better?

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The Science Behind the Sale

Our state-of-the-art digital toolkit provides the information and infrastructure needed to maximize accuracy and efficiency while remaining focused on providing a frictionless and personalized shopping experience.

SYKES OneTEAM™

This proprietary, cloud-based platform is the nerve center of our global service delivery and workforce management. It securely connects and orchestrates teams and information from anywhere in the world.

Insight Analytics™

Understanding your shoppers’ experiences at a macro and micro level is what gives you the edge in a competitive retail environment. Our suite of services analyzes the entire journey and identifies opportunities to reduce friction, improve efficiency, and increase conversion and retention.

Bots & Automation

Assisting our agents with the latest in robotic process automation (RPA) streamlines their workflow and frees them to focus on your shoppers, rather than repetitive tasks.

Grow Your Social Currency

Use the power of social channels to create a flywheel effect for your business, where engaging with today’s customers fuels tomorrow’s revenue growth.

Social Media Customer Service

Providing 24/7 social media support is a vital part of the omnichannel retail experience, allowing you to nurture customer relationships beyond the point of sale.

Social Media Brand Engagement

Specialized teams combine social listening with community management and customer support to create unique, personalized connections with your customers that increase overall satisfaction and brand advocacy.

Ratings & Review Sites

We maintain an active presence on your branded ecommerce sites and non-branded review sites like Yelp, Google Reviews, and Amazon, which is critical to winning the consideration stage of the customer journey and increasing customer lifetime value.

Connect With SYKES

Learn more about how SYKES can help retailers like you grow in the experience age.