net2phone: Enabling Personalized Shopping with UCaaS

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Jonah Fink, President
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.


Our analytics provides retailers with rich performance-based data to help them maximize efficiency


The retailers can also leverage a live chat facility by net2phone’s UCaaS platform, enabling them to easily answer customer questions online from the retail site. They can add this feature on their website and quickly respond to customers directly from the e-commerce site. In addition, net2phone also delivers live analytics to track agents' speed and performance to help retailers maximize the efficiency of their retail operations. “Our analytics provides retailers with rich performance-based data to help them maximize efficiency,” mentions Fink. Retailers can view all company calls within one location and easily monitor call data based on date, time, and duration. They can track the pattern of inbound, outbound, and missed calls during specific days and times and use this data to identify the high and low call volume periods to make adjustments as needed.

What takes net2phone’s UCaaS to the next level is Huddle, the video conferencing solution that the company provides. Offered as a seamless and secure video conferencing system, Huddle helps create a personalized virtual shopping experience for the customers by enabling virtual face-to-face communications with people worldwide. Accessible through any smartphone & PC, Huddle is built on an encrypted platform with password protection for both users and guests and is grade A certified from SSL Labs. Further, it works on all desktop computers and tablets that can run Chrome, Edge, and Firefox.

Having carved a unique niche, net2phone’s UCaaS model has truly stood up to the company's mission to help clients drive business success through smarter conversations. With the combined individual knowledge, expertise, and passion of its team, the company is truly at the forefront, making personalizing shopping an easily attainable reality.

Company
net2phone

Headquarters
Newark, NJ

Management
Jonah Fink, President

Description
By delivering purpose-built retail phone systems with integrated unified communications tools, net2phone assist retailers in addressing customer communication challenges and providing a superior customer experience. What takes net2phone’s UCaaS to the next level is Huddle, the video conferencing solution that the company provides. Offered as a seamless and secure video conferencing system, Huddle helps create a personalized virtual shopping experience for the customers by enabling virtual face-to-face communications with people worldwide. Accessible through any smartphone & PC, Huddle is built on an encrypted platform with password protection for both users and guests and is grade A certified from SSL Labs. Further, it works on all desktop computers and tablets that can run Chrome, Edge, and Firefox

net2phone