Customer Service

Rethinking Customer Service to Start at ‘Hello’ Before a Customer Says ‘Help’
March 5, 2024 at 9:17 am

Customer service can be the single most important factor for consumers in deciding which brands to support. Far too often, companies are waiting for problems to arise before they get to know their customers, when what they should be doing is getting to know consumers from the moment of first interaction. At a time when…

Top 3 Insights From 100 Brands Using Generative AI in E-Commerce
February 29, 2024 at 9:13 am

How generative artificial intelligence will transform online shopping is a hot topic in e-commerce. One year after generative AI started to dominate headlines, what have we learned about its real impact on e-commerce? This article presents findings from iAdvize’s inaugural Barometer of Generative AI in E-Commerce — a report that uses first-party data to share…

Mastering the Post-Holiday Season Rush: Strategies for Retail Businesses to Excel
February 26, 2024 at 10:45 am

The months after the holiday season can be chaotic due to a flurry of returns, accompanied with the pressure to meet new sales goals and start the year off strong. This year, retailers anticipate an approximate $25 billion in fraudulent return claims, representing approximately 16.5 percent of the total returns during this period. For retailers…

Conversational Commerce for Better Customer Experience
February 20, 2024 at 9:39 am

Since Amazon Echo’s 2014 launch, conversational commerce has been a hot topic of conversation in retail (pun intended). The biggest question: How can conversational commerce improve shopping experiences? For the last decade, the answer seemed to be it doesn’t. Consumers struggled to leverage these tools to shop, unless they were reordering a previous purchase. Conversational…

Revolutionizing Retail: The Power of Modern Communications Solutions
January 16, 2024 at 3:35 pm

It's no secret the holiday season is the most crucial time of the year for most retailers, and for good reason. In the United States, consumers were expected to spend a record amount to celebrate the season. To capitalize on last year’s holiday rush, retailers needed to provide fast, personalized online and in-store shopping experiences,…

With Customers Watching Their Wallets, Retailers Must Look at Loyalty
January 11, 2024 at 12:46 pm

With consumer prices beginning to plateau, retailers are beginning to feel cautiously optimistic over their future revenue streams. However, the index remains up 3.2 percent from a year ago, and with federal student loans now due for the first time in over three years, this makes a recipe for wallet-conscious shoppers. Now, shoppers are cutting…

New Survey Data Highlights How AI is Poised to Conquer Retailers’ Toughest CX Challenges in 2024
January 10, 2024 at 11:25 am

Nearly one year has passed since new generative artificial intelligence (AI) capabilities burst onto the scene and sparked the latest AI hype wave. Since then, businesses have envisioned how AI could help them cut costs, increase efficiency, and improve experiences for customers and employees. Yet, the palpable excitement for AI’s potential has been tempered by…

3 Ways AI Can Benefit Retailers in 2024
January 2, 2024 at 8:29 am

The National Retail Federation forecasted 2023 holiday sales to grow between 3 percent and 4 percent. And while sales growth has slowed due to the pandemic, economic uncertainty, and other factors, retailers must still compete — if not compete even harder — for consumers’ eyeballs and wallets. The smartest retailers will leverage advanced technologies like…

AI-Powered Retail: Elevating Customer Support Amidst Holiday Rush
December 20, 2023 at 12:03 pm

At this point, doing one's holiday shopping at the mall feels almost like a nostalgic throwback — not far removed from listening to music on vinyl or taking pictures with a disposable camera. The records for online holiday shopping are broken on what seems like a yearly basis, with last year's $9.12 billion representing the…