The quality of customer service often defines a retail brand, affecting its ability to roll out new ranges and formats or develop profitable new channels to market.

Esri UK’s location analytics provides retailers with the insight they need to understand the potential root causes of customer service issues, enabling them to take steps to solve them.

This applies equally to online only businesses, where address management, response times and fulfilment rates have a direct impact on success.

Being able to analyse the factors which underpin and create effective customer service by location allows users to:

• Locate any issues which drive customer complaints including late deliveries or out of stock products
• Be proactive and offer new customer services, such as home delivery, taking into account where demand will generate the best returns
• Model and test the impact of customer service improvements
• Improve the quality of the underlying data used to support the growth of online shopping

Omni-channel

Analyse big data from bricks and clicks and mobile customer interactions in a single intuitive 360 view, allowing you to optimise:

• Capital expenditure
• Operational management
• Profit performance
• Customer experience

Technology and the Consumer

Provide the right offer to the right customer at the right place and through the right channel and at the right time.

• Increase customer satisfaction and loyalty
• Target customers by proximity to store
• Capabilities enabled by Geoloqui