Five-star digital experiences, delivered

 Customers expect and trust that the products they're shopping for online are legitimate. They also want to have a sense of security when it comes to making transactions — meaning it's imperative that brands are serious about keeping data safe and preventing and detecting fraud. For all of this and more, brands turn to us to maintain trust. For one marketplace client in particular, we delivered industry-leading service to identify and remove copyrighted material and reduce instances of fraud. 

 Merchant ratings and reviews help shoppers make informed decisions. Partnering with a global tech giant, we introduced an online shopping program to monitor merchant quality and aggregate performance data. From purchase to refund, team members input merchant quality data into a dashboard for evaluation. Across seven locations, we helped the client to understand their user experience — and saved them approximately $11M through fraudulent transaction checks. 

 New customers are needed for business growth, but brands face stiff competition for attention amid a crowded marketplace. Powered by the latest tech, we've helped brands optimize their sales funnels with improved CX, and increased customer lifetime value and average order value (AOV). For one client, we implemented a sales queue of over 70 dedicated advisors supported by enhanced sales training — increasing AOV while reducing average handle time and the total number of support calls. 

 Adapting to fluctuations in demand is no small task. For B2C and D2C brands in particular, ebbs and flows can be drastic and cause problems. With customer care and sales support in more than 50 languages, our solutions have helped brands scale and deliver. Take, for example, our client who sought to bolster their operation with scalable, flexible and multilingual retail support. They partnered with us for delivery in six different markets and achieved global CSAT scores over 94%. 

  Through WillowTree, a TELUS Digital Company, we design, build and deliver innovative digital experiences that get people talking — and shopping. For the Super Bowl LVI Halftime Show, the team worked with title-sponsor Pepsi to create a memorable experience through the development of a game-changing app. On game day, an in-app exclusive — the Pepsi Ultra Pass — granted fans access to a groundbreaking second screen viewing experience that brought fans on stage alongside legendary performers. 

 In a fast-moving industry, CX process experts can help brands meet evolving expectations. When a retail client was looking to reduce costs and improve CSAT, they came to us. A team of our IT and lean six sigma consultants conducted a customer journey assessment to evaluate the service environment and provide recommendations for improvements. The TELUS Digital solution resulted in $2.6M in potential benefits presented back to the client via a process, technology and people roadmap.