How to create a great retail customer experience
Retail,
Customer experience,
customer service,
ecommerce,
e-commerce,
Published on Thu May 15 2025
Updated on Fri Aug 08 2025
5 minute read
But wait, there's more. Automated Translation isn't just a one-trick pony. It can work its magic on both text and voice. It’s also a breeze to use due to the fact that it takes no more than a click to operate. Plus, it's super flexible, fitting right into your omnichannel strategy. And the cherry on top? It keeps a written record of all the conversations, so your agents don't have to play back the chat in their heads or keep asking customers to repeat themselves.
What makes a great retail customer experience?
How does Transcom do it?
The basic principle of good retail customer support is easy - enable the agent to do their best, and enable the customer to do what they want. Apart from that we’re looking to make and keep customers happy through customer care and retention.
Enabling agents.
A good and capable agent is the first step towards a truly excellent retail customer experience. Anyone who has worked with people knows that they are capable of an unimaginable number of questions and have an endless supply of problems. That ‘s why you need great agents that are empowered by tech to be the best they can.
ADA - Agent Development Accelerator.
The first step is, as could have been guessed, training. A Transcom we know that better training means a vastly better service and lower costs, but we also know that training is very time consuming. Training a single agent can take weeks - sure you can train them in bluk but they still need a personalized touch. This length of training is exasperated by the fact that training good agents well takes even more time.
That’s why we’ve put our efforts into ADA - our agent development accelerator. Better agents, faster - through the power of AI. The key part in any agent training process is roleplaying scenarios with customers to prepare agents for what’s to come and to see how they would handle it. This shows the trainer roughly where the agent needs to improve and gives the agent an idea of what the calls will look like.
While integral, roleplay is fundamentally flawed. The people acting it out can never fully get into the roles which leads to skewed expectations and bad preparations. ADA is built to tackle that. We have created an AI that you can call and which can take on truly countless personas with a high level of nuance and complexity. This means that you can have customers ranging from just plain angry about something to ones who want to buy a service or a product but are prepared to be coy and haggle. A lot.
All of this, combined with ADA’s analytics capabilities which tell your agents exactly where they may be lacking, leads to a truly excellent retail customer experience due to the quality and efficiency of customer support.
Chatbots.
Anything in between.
Customer care.
Content moderation and security.
In the retail sector, it's all about mutual trust. Consider this - every time a customer shops with you, they're sharing some pretty sensitive stuff. Their name, home address, and even credit card details. It's a big deal.
We understand that in the retail industry security is paramount. Rest assured, we're in your corner. When it comes to protecting your customers' data, we at Transcom don't just step up to the plate - we knock it out of the park. We use the most advanced technologies and processes to ensure that your customers’ information is as safe as possible. It's what we do, and quite frankly, we wouldn't have it any other way.
And as for your customers? They shouldn't have to give security a second thought. In fact, if they do, it's likely because something's off. Ideally, security works best when it's quiet, unobtrusive, yet totally dependable. That’s the way that Transcom likes to operate.
Customer retention.
Read more
Created at Mon Aug 10 2026
10 min read
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