Create a connected retail experience

From trigger-based customer communications to customer service automation, connect business systems with digital channels to create the perfect omnichannel retail experience.

Create a central omnichannel communications hub that enables a seamless in-store and online retail experience

Contextual communications

Integrate data from every touchpoint and business system to automate contextual and personalised customer journeys. Implement actionable customer communications for virtual loyalty cards, abandoned baskets and much more.

Order delivery notifications

Track orders across the supply chain, from warehouse to last mile fulfilment, automating the delivery of multi-channel communications to keep customers up-to-date in real-time.

Click and Collect

Enrich the Click and Collect experience with triggered communications throughout the online to in-store experience to guarantee timely collection.

Automated returns

Fully automate the returns process using messaging-based channels to enable customers to organise return and courier collection, all without having to call the contact centre.

Customer self-service

Use AI customer self-service powered by NLP and rule-based decisioning to automate inbound customer enquires and outbound engagement, while routing priority queries to agents.

Omnichannel agent support

Consolidate all customer support channels to a single desktop for your agents, by either using IMImobile's Agent Desktop, IMIchat, or using our API to extend your existing environment.

Deliver seamless retail experiences across your customers' favourite channels

Using a centralised hub from which to deploy and manage all customer communications, accelerate the launch of new customer engagement initiatives that link the in-store and online experience to drive footfall, increase revenue through contextual marketing, and reduce operational expenditure.

Save through end-to-end customer service automation

Through a blend of NLP and rule-based decisioning, enable customers to self-serve on their favourite digital and mobile channels. Allow customers to manage loyalty programs, automate high volume inbound inquiries and routine outbound communications to reduce operational expenditure.

With seamless cross-channel handover, high priority inquiries are identified and then intelligently routed to agents based on skill and capacity to increase first-contact resolution.

Download our customer success story to find out how we deployed a virtual assistant for a global home furniture retailer that automated customer enquiries, reducing in-bound calls to the contact centre.

Use the latest mobile capabilities to grab customer attention and drive action

Advanced automation and mobile-first capabilities, such as location-aware messaging, can be quickly weaved into marketing, up-sell and other communications to engage customers at the perfect moment to drive sales and brand loyalty.

For more details, read about how Apple Business Chat’s rich media features are being used to gain customer feedback.

Want to know more about our retail solutions?

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More resources

eGuide

A guide to the messaging channels and technologies helping CX professionals differentiate customer engagement and service.

Whitepaper

How to enhance existing contact centre technology to gain omnichannel quick wins.

Solution sheet

Gain the latest details on how IMImobile helps retailers to maximise the Click and Collect opportunity.