Retailers operate in a world of extreme price pressure, supply-chain complexity and market volatility. Sutherland provides integrated customer-facing and critical back-office support services to a fast growing list of key leaders in the retail space. Our services are geared towards traditional retail, online/e-commerce and direct to consumer companies seeking an integrated solution. For each client, we designed a customized solution built around their specific requirements - including security, technology and tools, process, quality and reporting. Leveraging our domain expertise, technology, processes, and infrastructure, Sutherland helps global retail firms address end-to-end challenges.


Our experience in the retail space includes the following:

Supported Modes of Customer Interaction:

	Live, 24x7 support featuring agents trained on your specific products and procedures, and qualified to interact directly with your customers over the telephone.
	For both automated and agent-based support environments, we can efficiently manage high volumes of e-mail and Web-form inquiries.
	Real-time customer support via one-on-one text chat sessions between your customers and our agents.
	Enhanced agent assistance such as collaborative browsing, forms/desktop sharing, transferring URLs and online shopping cart order assistance.
	Advanced remote support capabilities such as automated problem detection, diagnostics and repair.
	Sutherland currently uses technology such as fax on demand, automated fax back, and fax servers to add efficiencies to our customer support programs.