Branded Communication Solutions for Retail

There’s more at stake than a single sale or delivery. Whether you’re a big-box retailer or the shop around the corner, the key to repeat business is an extraordinary customer experience. People rank the phone call as the number one preference for customer service communications over mobile app and text messaging.

Branded Communication Case Study

Brand Reputation Matters

Why Retailers need to brand their calls

Consumers view a branded call as a superior experience, making retail voice communications a premium opportunity for your sales revenues. Branded calling can make your customers feel valued and it can improve your brand reputation. You’re already branding your advertisements, website, and other marketing efforts – so why not the phone call?

Premium branding experience

Make an impact with ENGAGE® Branded Graphic Display via your mobile app or INFORM^® Branded Text Display in-network solution.

Customer loyalty

Nearly 3 in 4 people say they'd consider switching their business to a competitor that could properly identify their calls.

Timely connections

Reach your customers when it matters most. For urgent or time-sensitive matters, your customers prefer a phone call.

Case Study

No More Missed Connections

The customer experience doesn't end when they walk out of the store. Missed connections can lead to lost time and revenue for your business.

One of First Orion’s clients — a premier home improvement retail chain - sends post-purchase reminder phone calls to customers. Due to unwanted robocalls, customers weren't answering their calls, leading to missed deliveries and increased costs. With INFORM, the retailer saw immediate results - on-time deliveries and happier customers.

Branded Communication lets retailers clearly identify themselves to their customers’ right on their incoming call screens. It also boosts effectiveness of account services and support calls, improving customer payments, retention, and satisfaction.

“We were talking with our CEO and showed him a branded call experience from First Orion, and everybody on the executive leadership team thought it was awesome. It just clicked with them that we need this because nobody picks up the phone anymore if they don’t know who’s calling.”

Senior manager of retail product management and post-purchase experience
Retail

39%

LIFT

in calls answered using INFORM

55%

Decrease

in declined calls

41%

BOOST

in first call contact rate

branded communication for retail companies

Retail Industry Survey Report

Shoppers Buy In to the Phone Call

Today, people use their phone or computer to buy online as often or more than in-person, opting for delivery or curbside pickup. Retailers have many digital options when it comes to connecting with buyers. Yet for customer support, more buyers prefer a phone call over a mobile app, SMS, or any other method. And for urgent matters, the phone call wins hands down at 55%.

The problem? 60% of customers report having missed calls from stores they’ve purchased from, simply because they didn’t recognize the caller’s number. This means they’re getting a subpar customer experience and missing out on important updates about their orders. More importantly — these missed connections can lead many to consider whether to take their business elsewhere.

Branded Communication boosts the effectiveness of calling programs and account services and support calls – improving customer acquisition and retention.

43%

Customers

want to speak to a live person over the phone when trying to resolve a shopping issue remotely

64%

Consumers

say they’d consider changing retailers for a brand that can properly identify itself

See What Our

Customers Are Saying

“We were talking with our CEO and showed him a branded call experience from First Orion, and everybody on the executive leadership team thought it was awesome. It just clicked with them that we need this because nobody picks up the phone anymore if they don’t know who’s calling.”

Senior manager of retail product management and post-purchase experience
Retail

“Our contact rates are slightly down by 1.5% to 2%, but revenue per attempt has increased 15% to 40% depending on the brand that we’re calling about.”

Senior director of call center operations in the online marketing industry
Call Center

“If someone misses their delivery, it costs ups $100 to revisit your house to redeliver an appliance.” We do from 5 to 8 million appliance deliveries a year, so these numbers are significant.”

Delivery notification retail product manager
Delivery

Unlock the Power of Branded Communication

Tell us more about your business and calling needs, and we’ll show you how Branded Communications can work for you.

Request A Demo

Resources

Retail Customer Experience: 6 Insights About Communication Preferences – Infographic

Shifting consumer trends have made companies rethink the retail customer experience. Last year, there were 230.5 million digital shoppers – those who shopped online or via mobile app. That's forcing retailers to rethink their approach to sales and customer service to...

The Total Economic Impact of First Orion’s INFORM Branded Communication

The Total Economic Impact of First Orion's INFORM Branded Communication Solution What's Inside: Enterprise-wide analysis and metrics based on a 3-year projection Net present value estimates Quotes from real First Orion clients And much more!

After The Sale Ends: 2022 Retail Industry Survey Report

Retail Shoppers Speak Out About Their Communication Preferences First Orion surveyed 5,000 U.S. mobile phone subscribers in late 2021 about their experiences with calls from retail businesses to their mobile phones. People were asked about call activity, type, brands...