The COVID-19 pandemic has brought a whole host of unforeseen changes to the retail industry. In an increasingly digital-first world—accelerated by the current pandemic—the foot traffic has reduced drastically as customers prefer shopping online. To this end, retailers have begun adopting e-commerce setups to engage and retain customers. However, as online sales continue to surge, even as stores reopen, multichannel customer communication and support experience is a crucial differentiator and source of competitive advantage. The experience that retailers create is going to make a big difference now. After all, they’re going up against others who may offer more and better pricing. That’s where net2phone can help.

By delivering purpose-built retail cloud phone systems with integrated unified communications tools, net2phone assists retailers in addressing customer communication challenges and providing a superior customer experience. “As a retailer, your challenge is to re-create the in-store experience digitally and provide your customers with support and information across multiple customer communication channels to help them complete their journey, and that’s exactly what we provide,” says Jonah Fink, the president of net2phone.

net2phone offers Unified Communications as a Service (UCaaS) via a truly unified communications retail cloud based phone system complete with a state-of-the-art desk phone, feature-rich mobile app, and a leading-edge video conferencing platform called Huddle. Through a centralized cloud-based platform, the company helps integrate unified communications across a retailer’s stores and contact centers. Through the system, retailers can automatically route customers' calls for a local call center agent to find answers about inventory, product features, store policies, or to follow up on orders due for home delivery or curbside pickup. net2phone's model provides intelligent routing, which ensures that calls are routed to call center agents who have specific expertise in the area related to the customer inquiry. Further, agents are automatically equipped with caller details beforehand, allowing them to resolve issues quickly and deliver a personalized service.