Retail & eCommerce | Customer Experience Outsourcing

What Customers Expect from Retail & eCommerce Brands

Speed, Convenience, & Accessibility

Today, the customer journey progresses across multiple channels. Your customers expect a variety of ways to contact you and a strong, responsive presence at each touchpoint, whether through phone, email, chat, or social media.

A Human, Personalized Experience

Personalized customer service is no longer reserved for in-person shopping experiences. Customers seek a human element when it comes to product questions and prefer talking to a live person to resolve their issues.

Brand Engagement

Capturing consumer attention involves more than just a stellar product. Your brand must interact and engage with your customers across various channels to stand out.

Our Proven Customer Outsourcing Solutions Help You Focus on Creating Success

We know that meeting customer demands while running your company can be challenging. We’re here to empower your team with unmatched expertise and support.

24/7, omnichannel support including content moderation to meet customers at multiple touchpoints
Custom CX strategy and solutions tailored to your customer’s buying journey
Rigorously trained agents to facilitate a frictionless, delightful experience
Long-term customer retention strategy to improve brand loyalty

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Why eCommerce Brands and Retailers Trust RUI for Best-in-Class Customer Experience

“RUI has supported our company operations exceptionally well for many business-critical processes. Our partnership with RUI has resulted in outstanding service and extremely high NPS, CSAT from our client base. Our brand is enhanced with every transaction performed by RUI. They definitely live up to their pledge to deliver a best-in-class service. We look forward to a long-standing relationship.”

-Senior Director of Customer Experience (global telecommunications company)

Results that Improve Your Customer's Experience and Increase Retention Rates

On average, our clients experience these results:

32%

NPS improvement

41%

reduction in ASA (Average Speed to Answer)

42%

average reduction in abandon rate

39%

increase quality scores

Best-In-Class BPO for Customer Loyalty and Retention Services

At RUI, we understand the importance of customer service and engagement in the eCommerce and retail industry. Since 1996, we’ve empowered teams just like yours with the best people, processes, and strategies designed to enhance the customer experience and promote brand loyalty. Our clients have stayed with us over the decades, trusting our team to handle millions of customer interactions every month.

Over 25+ Years Experience

PCIS-DSS and SOC II Compliant

Training, Technology, and Processes

Each customer service agent receives rigorous training and 1-on-1 attention so they understand your brand, processes, platforms, products, and values. We are compatible with 100+ support platforms. We take pride in adapting to our client’s tech stack, no matter what platforms you use.

Training

At RUI, we have an extensive curriculum and learning management system, as well as a rigorous training program to help your agents reach their full potential.

Technology

Our agents are trained in 100+ platforms, including the following tools and technologies:

NICE CXone
Freshdesk
Zendesk
Slack
HubSpot
Facebook Messenger
Instagram
Salesforce
StellaConnect
RingCentral
+Your tech stack

Processes & Strategies

Analytics & Insights
Automation & AI
Loyalty Programs & Strategy
Rules & Processes
Human-centered Design
Best Practice Adoption
Risk-based Controls

Resources for Retail & eCommerce CX

Customer service agent answering hotline

Retail & eCommerce: Customer Experience Outsourcing