Customer Service Reps

Since its launch in November, Open AI’s ChatGPT has left no industry untouched and retail is no exception. Grocery delivery giant Instacart recently partnered with Open AI to launch a new artificial intelligence (AI) chatbot feature called “Ask Instacart.” Shopify has integrated ChatGPT into its Shop app. Many retailers are quickly realizing they need to…

Ongoing effects from inflation and economic uncertainty have dampened industry experts’ outlook for 2023 as shoppers remain “cost-conscious.” In an environment where consumers are more cautious about how and where they spend their money, retailers are looking for strategies and innovations to help weather the storm and create a foundation for sustainable growth into the…

Imagine a long day of getting the kids ready for school, going to work, heading to soccer practice, and then coming home to make dinner only to remember that the clothes you ordered that didn’t fit are still sitting in your bedroom waiting to be returned. When you go online to initiate the return process,…

The e-commerce trend shows no signs of diminishing as more consumers make this channel their preferred shopping destination. While economic uncertainties continue to affect business sentiment, e-commerce remains a bright spot. The global e-commerce growth rate for 2023 is forecast at 10.4 percent, bringing e-commerce sales worldwide to $6.3 trillion, an increase over the previous year. Additionally, recent…

For the e-commerce world, Q1 is a time when a lot of things bought as new go back on the shelves. Just as the last half of every year is full of frenzied retailers preparing for and navigating the holiday shopping season, the beginning of a new year almost always marks a decrease in sales…

Variability and change across the retail industry, including smaller margins and rampant inflation, are leading retailers to continually look for ways to elevate customer experience. Consumers, like brands, are experiencing higher costs of living and tightening their budgets in response. As a result, it’s becoming increasingly important for brands to differentiate themselves from the competition…

The combination of ongoing global inflation, economic uncertainty, and supply chain woes create a potentially mixed bag for the retail industry in 2023. How will this environment affect consumer behavior and spending? A recent Deloitte survey revealed that shoppers plan to spend most of their budgets in online channels. This finding echoes McKinsey’s holiday prospectus,…

With unprecedented worker shortages coupled with a surplus of inventory, retailers are bracing for a challenging start to the new year. While Black Friday discounts (that seem to creep earlier and earlier before Thanksgiving every year) incentivize consumers to a certain extent, many retailers are finding themselves strapped for customer service and sales staff —…

Contact center analytics are vital to improving the retail customer experience. As data flows in, customer experience leaders are flooded with information that can be hard to understand. For businesses to move forward, there are six essential contact center analytics they must efficiently collect, understand, and use to improve operations and the customer experience. 1.…

According to Mastercard SpendingPulse, in-store sales are anticipated to increase 7.9 percent this holiday shopping season, with an estimated 4.2 percent increase in online sales. A survey by Deloitte predicts an even stronger e-commerce increase of between 12.8 percent and 14.3 percent. This growth points to an expected increase in shoppers contacting retailers for different…