ChatBots

How to Capitalize on Key 2021 Customer Experience Trends
January 21, 2021 at 5:31 pm

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss an article recently published by Total Retail titled, “5 CX Trends to Help You Win Customers’ Hearts and Wallets in 2021,” authored by Jean Shin, director of strategy and content at tyntec. The article discusses how in 2020, we learned…

How Self-Service Experience Can Reduce Customer Confusion and Increase Satisfaction
January 21, 2021 at 12:00 pm

In today’s retail world, the reality is that everything can change within months, weeks or even a day. While creating an effective customer self-service portal has long been a priority for many, recent world events have made it infinitely more imperative. We’re talking, of course, about the COVID-19 public health crisis. The pandemic has affected…

End the Year on a Positive Note and Jump-Start 2021 With Live Engagement
December 14, 2020 at 11:20 am

The holiday shopping season is upon us, and it could be make-or-break for many retailers after a challenging year. This year, 71 percent of U.S. adults will purchase more than half of their holiday gifts online. Online retail will be more important than ever for the 2020 holiday season, as many consumers hesitate to leave the…

The Retailer Revolution is Finally Here
November 11, 2020 at 9:51 am

More than 6,300 U.S. stores are expected to close in 2020 amid a pandemic and ongoing changes to the brick-and-mortar model. Among them are some of the longest-running brands in retail, including Lord & Taylor, Victoria’s Secret, and Brooks Brothers. In order to re-stimulate the sector, retailers are mixing in digital solutions to create memorable…

From Crisis Mode to Scaling Mode: What AI Can Do for Your Customer Service Team
September 15, 2020 at 4:15 pm

After years of steady growth, COVID-19 has massively accelerated e-commerce penetration. According to an eMarketer report, U.S. e-commerce sales will jump by 18 percent this year due to the impact of the pandemic. This increase in sales has obviously been a relief for retailers, but it’s also brought with it something less profitable and more…

Retail Reshaped by Chatbots and AI Technology During COVID-19
September 1, 2020 at 12:13 pm

There’s no doubt that recent circumstances surrounding COVID-19 have reshaped the way retailers operate and connect with their customers daily. Shelter-in-place ordinances and stay-at-home mandates have forced retail brands to rely on artificial intelligence (AI), machine learning (ML) and chatbot technology to manage much of the workload required for servicing their customers’ needs. In fact,…

How to Build Trust and Retain Customers in Digital Channels
July 27, 2020 at 2:20 pm

This past quarter, retailers discovered what happens when a robust omnichannel strategy is forced down to one storefront: digital. Players in every industry have accelerated their timelines and poured resources into their online experience, and are learning as they go. We see firsthand the strain our own customers are feeling as they stare down a…

Why Retailers Must Look to New CX Channels for Survival
July 1, 2020 at 4:35 pm

Retail sales over the past year have declined 21.6 percent, with recent months piling on additional unprecedented challenges. Not only are consumers embracing e-commerce, but how they seek out support is also changing. Even though these trends started to emerge before the global pandemic, they're now playing out on an accelerated timeline and putting retailers…

How to Launch a Thoughtful Chatbot Strategy
June 23, 2020 at 2:02 pm

In times such as these, when we're asked to stay at home and do our part to #flattenthecurve and help combat the COVID-19 pandemic, retail businesses around the world are experiencing changes in their usual ways of doing business. With more and more cases of coronavirus reported on a daily basis, people are reluctant to…

Chatbots: Closing the (Social) Distance During a Global Pandemic
May 21, 2020 at 2:59 pm

In the wake of the COVID-19 pandemic, retailers worldwide have been forced to shutter their brick-and-mortar locations and rely on online sales. For many, this quick transition has highlighted the crucial need to advance their online customer experience (CX) capabilities — and in some cases, start them from scratch. While the usual, employee-driven customer service…