How Procera smooths out retail CX pain points with excellence.

The retail world is all about the experience, and so are the challenges when it comes to truly exceptional customer experience (CX). From the moment someone first spots your brand to the post-purchase follow-up, every interaction shapes their perception. Do you ever feel like your company is constantly battling that same old customer experience CX challenge? You’re not alone. Many retail businesses hit similar roadblocks when it comes to keeping customers happy, engaged, and loyal.

We’ve been listening to businesses like yours at Procera for over 30 years. We understand the specific retail CX pain points that hold businesses back, and we’re here to guide you through them. Customer experience is about making things easy, intuitive and delightful for your customers. Let’s unwrap some common frustrations that we often come across, and see how a focused approach will make all the difference.

The “CX” terminology trap. What is “Good CX,” really?

Good CX is delivering a consistent, empathetic, and easy journey for your customer, long after their very first interaction. You’ve got to anticipate their needs, solve their problems quickly, and make them feel valued, every single time. Our CX success is backed by years of experience and leadership in the industry. 

Unresolved issues and frustrated customers.

Ever heard the saying “a problem shared is a problem halved”? Well, for customers, an unresolved problem is a problem doubled! Many retailers struggle with slow and inefficient complaint resolution. Customers can’t end up feeling ignored or frustrated as it often leads them right to your competitors. They want to be heard and have their issues solved. 

According to Zendesk, 52% of customers will switch to a competitor after one poor interaction. Beyond immediate churn, a history of unresolved issues can lead to negative online reviews, damaging your brand’s reputation and deterring potential new customers. Don’t let that be your business.

How Procera addresses this: 

We transform dissatisfaction into loyalty. Our specialized teams are trained in Complaint Resolution with a strong focus on handling complex situations with swift, empathetic, and proactive measures. We make sure the customer feels valued and understood throughout the process.

“At Procera, it all starts and ends with people. Every client interaction is handled with empathy and intent, because human connection is the driver of lasting CX success.”

– Verena Banach, Managing Executive  of Procera CX

This turns a potentially negative experience into a positive brand interaction. Ideally you will want First Contact Resolution so that your customers get their issues resolved right away, without having to call back or go through multiple steps, leading to instant relief and a much happier experience.

Inconsistent customer touchpoints.

Customers are constantly bouncing between your website, social media, email, and other channels. The problem is when that journey feels completely fragmented. According to HubSpot, 90% of customers rate an “immediate” response as essential or very important when they have a customer service question, that’s a lot! Imagine having to repeat your story, provide the same info over and over, or get conflicting answers depending on who you talk to. It’s incredibly frustrating, and it quickly destroys trust, making your brand seem inefficient and disorganized. 

How Procera addresses this:

We get it, your customers don’t follow a straight line. Procera offers a Contact Centre Platform that brings all communication channels together. Our Customer Service & Care teams always have a complete picture of every interaction. So no matter how or where a customer reaches out, we know their history, so their experience is consistent and easy. We make sure every touchpoint feels like a smooth continuation.

Recovering debt without damaging relationships.

Debt recovery is a delicate balance. Your business needs to recover outstanding payments, but doing so aggressively can permanently damage customer relations. Customers must still be treated with respect and empathy while recovering debts.

How Procera addresses this:

There are a few ways our debt collection experts can help you. Our Early-Stage Debt services proactively manage receivables with sensitivity, and our Late-Stage Debt uses advanced recovery techniques, always in line with compliance. We also offer Third Party Recovery and Asset Based Recovery for more comprehensive solutions. Our focus is always on preserving your customer relationships. 

Our dedicated English-speaking South African team is a good blend of assertiveness and empathy, protecting your business reputation.

Lost sales opportunities and customer lifetime value.

A passive CX approach means missed opportunities. If your customer interactions are purely reactive (only addressing complaints), you’re leaving money on the table. Businesses often fail to identify opportunities for upselling, cross-selling, or proactively engaging customers to enhance loyalty and increase their lifetime value. This results in stagnant revenue growth and a high customer acquisition cost that isn’t balanced by strong retention.

How Procera addresses this:

Our Customer Acquisition teams are skilled in identifying and engaging potential customers effectively. For existing customers, our Loyalty & Upsell / Cross-sell team are trained to identify needs and offer relevant solutions that enhance customer value, without being pushy. 

Our Customer Retention strategies are made to actively re-engage at-risk customers, turning potential churn into lasting loyalty. We help ensure every interaction positively impacts your bottom line.

Frequently asked questions.

What types of retail businesses does Procera work with?

Procera partners with a wide range of retail businesses, from large enterprises to growing SMEs, across various sectors. Our solutions are scalable and customized to meet the unique CX challenges of each client.

How does Procera ensure the quality of its customer service?

We maintain high standards through continuous training for our CX professionals, quality assurance processes with regular performance reviews to improve customer interactions across all channels.

Can Procera help with both customer service and debt recovery for my business?

Yes, uniquely, Procera offers a comprehensive suite of BPO services that includes both customer-facing operations (like Customer Service & Care, Order Management, Complaint Resolution) and specialized debt recovery solutions (Early-Stage, Late-Stage, Third Party, and Asset Based Recovery). This integrated approach allows for seamless management of the entire customer lifecycle.

What types of “Back Office Support” does Procera provide for retail?

Our Back Office Support services for retail can include Order Management, Billing & Payments, data entry, administrative tasks, and other non-customer-facing operations.

Don’t let customer experience pain points hold your retail business back any longer. Backed by over three decades devoted to mastering customer interactions and diligent debt recovery. 

Procera provides the expertise and customer-centric approach necessary for delivering truly exceptional CX. Partner with Procera today.