The coronavirus pandemic has forced retailers to adapt to a dramatic change in consumers’ shopping behaviour. With the general population under lockdown, customers are spending more time on digital channels as they turn to online shopping, even for essential goods. This is placing a substantial burden on delivery services, with reports of grocery chains being unable to offer delivery slots for weeks and some logistics organisations suspending their service guarantees. As a result, customer service teams are also under increased pressure.
Even if the most challenging phase of the crisis appears to be passing, information about areas such as stock availability and delivery dates can still prove difficult to get hold of and rely on. There is a pressing need for retailers to communicate with customers to keep them in the loop and help ease their concerns. Prompt communications around these areas is essential and therefore, the channels that retailers use to communicate to customers become absolutely crucial.
IMImobile is a communications software provider whose solutions enable enterprises to automate digital customer communications and interactions to improve customer experience and reduce operating costs.Gresham House Strategic PLC (LON:GHS) has a 12% ownership of IMImobile plc as of June 2018.