Intelligent customer engagement in Retail

Arm your contact centre agents with the tools they need to resolve more calls first time, encourage self-service and take faster payments.

Stay above the competition

Retailers are constantly challenged to increase sales, provide excellent customer service and remain competitive in an increasingly online and mobile world. At Yakara we understand the unique challenges you face, and we have a range of specialised tools to aid you in revenue collections, customer service, marketing and deliveries.

Use Cases

Automated collections and payments

Engage your customers throughout the collections process with smart collections. We support omni-channel payments so you can contact your customers through the most efficient means possible. Through mobile, interactive voice response (IVR), SMS and web, you can launch multi-channel campaigns. Our MobilePay service allows you to send bill reminders to customers containing a personalised smartlink through to a secure mobile payment environment, without the need for an app download. Identity verification is smooth and simple, and card details can be saved for swift future payments.

With a 98% growth in mobile app usage and 111% growth in SMS usage, a majority of marketers are now using these mobile tactics to engage customers Salesforce ‘State of marketing’ report

Empower your call centre

Our AgentAssist payment console arms your recovery agents with the tools they need to take more payments and provide better customer service. With our innovative payment tools, your agents will be able to end every call on a positive action and identify any customers who may be in hardship. The payment toolkit consists of:

  • Deferred payments: If a customer cannot pay their bill immediately, your agent can agree a future date, take card details and set up the payment to be taken automatically.
  • Promise to pay: Much like the deferred payment, if a customer cannot clear their bill immediately, a future date can be agreed and a reminder SMS message containing a secure, embedded payment link will be triggered.
  • One-off reduced payments: Give your customer a bit of leeway on their bill on a one-off basis with a reduced monthly payment.
  • Callbacks: When an issue cannot be resolved immediately, you can arrange an automatic callback on an appropriate future date.

Marketing and promotion

Did you know that 98% of text messages are opened, and on average they are read within three seconds? (Frost & Sullivan Research)

Mobile promotion allows you to immediately make contact with your customers with real-time offers and announcements. Promote your loyalty card programme, announce a limited time sale or encourage customers back with special promotions and offers.

Improve deliveries

Send SMS alerts to your customers to inform them when their deliveries are due. If your customers are not going to be home for a delivery, give them options to re-schedule or give instructions where to leave their package. Reduce your number of failed deliveries and save valuable time and money.

Improve returns process

Customers can find the returns process long and cumbersome. Make the process simple with regular progress updates, and reduce the load on your contact centre.

Yakara has helped us to improve our arrears management and boost customer service across multiple retail brands. Our call centre advisors can now easily introduce callers to self-service options, whilst we have seen a 40% improvement in our automated collections cycle.

N. Brown

Yakara have worked with Mothercare to keep customers informed regarding their online orders and deliveries using text messages and email notifications. We have been consistently satisfied with the level of service provided by the team.

Prolog

Contact Us

t: +44(0)131 510 0030
e: info@yakara.com

Yakara Ltd, 47 Timber Bush
Leith, Edinburgh, EH6 6QH, UK