Customer Service

Every brand dreads the same call. A product defect appears, and within hours the situation starts to spiral. Contact centers fill with calls. Warehouses fill with returns. Customers grow anxious and regulators demand answers. In just a few days, what began as a small issue can turn into a full operational storm. Recalls have always…

Retailers have leaned heavily on artificial intelligence and automation to streamline operations and reduce costs. That efficiency is important, but it isn’t enough to earn and keep customer loyalty. One survey found 70 percent of consumers are willing to leave a brand after just two negative experiences. A harsher reality? Twenty-four percent said they would…

You won’t buy what you don’t trust. Or from someone you don’t trust. And trust is easily lost. A fake product dressed up as a known brand, a misleading ad, a confusing return policy, or customer service at odds with a retailer’s promise can obliterate trust in an instant. Platform integrity has never been more…

Shoppers are used to opening their wallets during Black Friday, Amazon Prime Day, and the annual or semi-annual sales they’ve come to know. However, amid looming tariffs and ongoing economic uncertainty, shoppers are making changes to their usual patterns. In fact, 83 percent expect to adjust their shopping habits due to tariffs, according to a…

How often do you answer a call from an unknown number? Or click on (yet another) promotional text from a brand you bought from once? I’d guess hardly ever. Digital communications may be the de facto medium for most industries, but when it comes to building customer relationships there’s a disconnect. In trying to pin…

Retailers today face relentless pressure to meet rising customer expectations while managing shrinking margins. In this environment, the contact center is a strategic engine for brand differentiation and loyalty where every interaction is compared with the customer’s last best conversation. And the key to unlocking its full potential lies in how retailers harness contact center…

Most retail leaders don't expect their customer service scripts to carry legal consequences. After all, they're meant to be helpful, friendly and on-brand. However, beneath that friendly tone there may be risks hiding in plain sight — risks that could cost your company more than just a bad review. From minor misstatements to problematic phrasing,…

After years of rapid developments in artificial intelligence technology and customer experience, we’re entering an era when companies can finally redesign their digital interactions to be truly intuitive and transparent. Based on a recent report with observational data from design teams around the world, the most innovative brands will use natural language and zero user…

If you're in retail, here’s a wake-up call you can’t afford to ignore: customer satisfaction peaks at 8 a.m. However, by 7 p.m., it’s in steep decline. Sundays, in particular, see the lowest sentiment across the board. These insights are grounded in over 57 million real-time customer feedback responses gathered globally, featured in HappyOrNot’s new…

A call center is vital to an organization’s relationship with its customers. For many businesses, it serves as the primary touchpoint for customer interactions. As such, optimizing your call center’s efficiency, accessibility and reliability is critical to delivering exceptional customer experiences. However, modern customer service extends far beyond traditional phone calls. While the term “call…