The retail, e-commerce, and consumer goods sectors are characterized by unique service challenges, where customer speed and channel choice are paramount to maintaining brand reputation and customer lifetime value (CLV).
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Luware Nimbus powers intelligent routing, automated self-service, and seamless agent support for critical retail and e-commerce scenarios.
Luware uses Power Automate to check a customer's open orders or returns status in real-time by integrating with external CRMs/data bases. It then routes the call to the relevant agent or uses dynamic text-to-speech to provide an immediate update, reducing wait times and improving customer satisfaction.
All customer communication modalities, including voice calls, WhatsApp, SMS, and live chat, are handled within a single interface in Microsoft Teams. This ensures intelligent routing across all channels based on agent skill and availability, providing a fast and consistent customer experience and reducing agent effort.
Every customer interaction can be fully transcribed and summarized using ai integrations, which is then automatically logged in the CRM/ticketing system. This frees the agent to focus entirely on the customer, especially during high-value or complex complaint calls, improving service quality and providing a full audit trail.
Organizations with multiple retail locations can use workflow templates to manage all store-specific inbound lines and greeting messages centrally. Power Automate integrates with external systems to insert details like store name or unique opening hours dynamically into the IVR message for each location.
During busy periods, customers in a long voice queue are offered the option to opt out and receive a call-back or engage via an asynchronous WhatsApp/SMS interaction. This significantly reduces call abandonment, manages the workload for agents, and results in happier customers who appreciate having communication channel options.
In the retail and consumer goods industry, trust is built on secure and reliable handling of customer data, including payment information and personal details, across all communication channels.
Luware drives measurable improvements by leveraging data-driven routing and automation, translating directly into higher efficiency and better customer satisfaction.
Luware centralizes all channels (voice, chat, WhatsApp, SMS) into the Microsoft Teams interface, allowing agents to manage all customer interactions from one screen. This ensures consistency and speeds up response times across all modalities.
Yes, Luware Nimbus offers WhatsApp / SMS deflection, allowing customers in long voice queues to switch to an asynchronous text channel. This manages peak call volumes, reduces abandonment, and smooths the agent workload, which is vital for peak load management.
Nimbus uses the Power Automate connector to integrate seamlessly with 3rd party CRMs, POS, and inventory databases. This enables real-time lookups for order status or store-specific information and automatically screen-pops relevant customer data to the agent.
Yes, intelligent routing uses CRM data to identify loyalty tier or account size. It can route high-value customers to preferred agents or those with the highest skill level for their specific plan, directly improving customer lifetime value (CLV).
Absolutely. All voice calls and omnichannel tasks are reported on via the same dashboards and reports, providing leadership with a comprehensive view of performance across all customer contact points.
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