Customer Service Reps

3 Trends Driving Brand-Defining Customer Service in 2022
January 19, 2022 at 12:00 pm

A year when shifting consumer behaviors and heightened expectations made the jobs of customer service (CS) teams a whole lot more difficult, 2021 illuminated the rising value of great CS for brands looking to pave a path towards success post-pandemic. Navigating a historic increase in customer query volumes, dramatic operational reconfigurations, and intensifying pressure to…

Conversational AI Will Play a New Role in Improving Customer Service for Retail in 2022
January 18, 2022 at 1:53 pm

In 2022, the retail industry will have to significantly improve its customer service and customer experience (CX), which were severely impacted by the pandemic. Customer service is often the frontline for a company’s brand and reputation, and a third of consumers say that it’s worse now than prior to the pandemic. We’ve all been impacted…

Place Employee Experience and Customer Experience on the Same Playing Field
January 11, 2022 at 12:53 pm

A recent Clickatell survey showed that the typical customer spends 13 hours a year on hold — hours they would rather be relaxing (58 percent), doing chores (46 percent) or spending with family (36 percent). Additionally, one-third of those respondents said spending even five minutes to nine minutes on hold can lead to negative feelings towards a brand. Even with…

Why it Might Be Time to Outsource Your Customer Service
January 10, 2022 at 2:37 pm

Around half of customers would switch to a competitor after just one bad customer service experience. Just one. That’s not a lot of room for error. To compete in today’s e-commerce world, retailers must invest in robust and talented customer service teams. Unfortunately, a rapid increase in online shopping plus a decrease in the labor…

3 Ways the Cloud is Transforming Retail Contact Centers — in Time for the Busiest Season
December 16, 2021 at 5:51 pm

Some of retail’s busiest days are coming up fast, and contact centers everywhere are going to be stretched to their breaking point as shoppers log on and call in to ask about offers, seek recommendations, chase packages, and organize returns. Whether it’s Black Friday, Cyber Monday or the first day of January sales, the contact…

BFCM Data Helps Retailers Prepare for Holiday Shopping Chaos
November 18, 2021 at 4:56 pm

Black Friday/Cyber Monday (BFCM) is fast approaching, and retail/e-commerce brands are anxiously planning for what's sure to be another record-breaking year. Ada, a brand interaction platform, automated over 1.5 billion customer interactions last year and has drawn insights to help retailers gear up for the shopping season. Below are the top takeaways from Ada’s research.…

How Retailers Can Keep Customers Happy and Satisfied This Holiday Season With AI
November 16, 2021 at 11:08 am

The busy holiday shopping season is already upon us, bringing today’s brands an important opportunity to strengthen relationships with new and existing customers. As increasing numbers of consumers rely on e-commerce to meet their shopping needs while the overtaxed supply chain is simultaneously slowing down order fulfillment, brands are competing to navigate this challenge. As…

Retail Call Centers Get Smart With Intelligent Automation
October 26, 2021 at 12:12 pm

There’s a common misconception that technology in general and artificial intelligence (AI) in particular will disrupt retail customer service the same way it disrupted manufacturing. Fear not. Technology is certainly contributing to contact center evolution, but uniquely human traits like empathy and situational dexterity are so central to the customer experience that robots will never…

Conversational AI: The Future of Digital Retail Experiences
September 14, 2021 at 3:32 pm

Every retailer has seen a massive surge in digital interactions over the last 18 months. The disruption of COVID-19 made even the most tech-shy consumers turn to digital channels — and they liked what they found. A recent international survey by OnePoll revealed that 58 percent of consumers say they’ll continue to have more digital…