Customer Service Reps

Using AI to Turn One-Time Customers Into Loyal Brand Ambassadors
May 8, 2019 at 9:23 am

One of the biggest challenges for retailers is not acquiring customers, but keeping them. Loyal brand ambassadors are the backbone of growth. However, building long-term interest in a brand is no easy feat. Customers want personalized experiences and services that make them feel that they are the most important customer. A 2018 Bond Brand Loyalty…

Do Customers Trust Your Tech? A Look at Technology and Data Protection
March 25, 2019 at 10:43 am

More and more companies, particularly retailers, are using chatbots to connect quickly with customers, enabling them to handle basic service needs faster and more efficiently. While many businesses and consumers have embraced chatbots and automated features in order to make service inquiries and share personal information, the relationship between customers, chatbots and brands still needs…

How Retailers Can Strike the Balance Between Man and Machine
March 21, 2019 at 11:35 am

Brands across industries are eager to wow customers with new technology — and rightly so. In the age of heightened convenience, more personalized experiences and innovative shopping options like Amazon Alexa, consumers won’t tolerate brands that don’t embrace the future. However, that doesn’t mean brands should rely on tech to replace a good customer experience. Usabilla's recent…

Vera Bradley Uses Text Messaging to Improve Customer Service
January 28, 2019 at 10:57 am

Women's handbag and accessories brand Vera Bradley recently opened a new line of communication with its customers: text messaging. The company is using text messaging to provide speedier and more personalized customer service. Prior to implementing the contact-center solution that enabled texting, Vera Bradley recognized its customers might be trying to send text messages to…

David vs. Goliath: How SMBs Can Create a Competitive Edge With Customer Experience
October 12, 2018 at 8:58 am

It can be hard being a small business today. How does one compete with industry powerhouses that offer millions of SKUs and free two-day shipping? Amazon Prime Now, for example, has over 940,000 products available across 32 U.S. cities, and Target has 39 distribution centers in the U.S. alone. The human and capital resources needed…

AI Chatbot Helps TechStyle Save More Than $1M
September 10, 2018 at 1:05 pm

By implementing a self-service artificial intelligence (AI) chatbot solution, TechStyle Fashion Group (parent company of JustFab, Fabletics, ShoeDazzle) saved more than $1 million and was able to reduce the overall number of calls to its contact centers for transactional and traditionally self-service issues. In addition, the chatbot’s proactive, context-inclusive handoff of more complex chat sessions to live agents…

Why it’s Time to Consider Leaving Your Customers Alone
August 21, 2018 at 12:04 pm

We’ve all been there. You’ve just entered a store to make a quick purchase. Your head is down in an attempt to avoid speaking with any overzealous retail associates. But it’s too late, they’ve found you. What do you do to avoid this conversation? Lie, of course. Voice of customer platform Usabilla surveyed 2,000 U.S. consumers…

A Balancing Act: Why Technology Isn’t the Only Key to Retail Success
August 3, 2018 at 9:17 am

We’re all guilty of yelling at Alexa or Siri. From sharp commands to making our virtual assistant the brunt of our jokes, niceties fall by the wayside when we interact with technology. Why? Because giving technology a human name doesn’t make it human. It still lacks the ability to feel the sting of our annoyance…

The Ultimate Guide to Training and Motivating Retail Employees
June 28, 2018 at 4:03 pm

One of the biggest challenges for retailers is not acquiring customers, but keeping them. Loyal brand ambassadors are the backbone of growth. However, building long-term interest in a brand is no easy feat. Customers want personalized experiences and services that make them feel that they are the most important customer. A 2018 Bond Brand Loyalty […]