Cisco Store.

The Cisco Store embodies the brand through its innovative merchandise and connected retail experiences. It also frequently hosts unique pop-up outlets at key industry events, including the annual globetrotting conference Cisco Live.

Serving customers on their terms is a priority for the Cisco Store. And with 75% of customers preferring to interact with retail brands using digital messaging channels, it makes sense that its pop-up outlet meet their expectations. But this is easier said than done without a single view of the customer journey and individual preferences, especially when many want personalized interactions to retain context while moving seamlessly across their favorite channels. Mastering this connected journey can make a huge difference in earning their trust and loyalty. But one false step, and it’s easily lost. That’s why the Cisco Store uses Webex Connect the orchestrate their customer interactions.

Using the enterprise-grade Communications Platform as-a-Service (CPaaS) solution, Webex Connect, the Cisco Store enables its customers to create and buy customized Cisco merchandise using the latest digital communications channels at Cisco Live. Customers simply scan the QR code at The Patching Station, where they are then prompted to select their patch design and placement. The chatbot informs them of the final price for their patches as well as provides an order number and live updates on their wait time for pick-up. But that’s not all, this is just one example of how the Cisco Store uses Webex Connect to engage its customers with personalized, two-way communications.

With Webex Connect underpinning its end-to-end customer communications, the Cisco Store can offer 24/7 service support through an omnichannel chatbot. Customers can query store opening times and locations, fulfilment options and updates, or request a seamless handover to a live agent. The latter is routed through Webex Space, where the best-qualified agents can quickly claim and action request.