Customer Service Reps

How AI Can Help Deliver Exceptional CX to Win Over Customers
January 25, 2023 at 1:02 pm

The combination of ongoing global inflation, economic uncertainty, and supply chain woes create a potentially mixed bag for the retail industry in 2023. How will this environment affect consumer behavior and spending? A recent Deloitte survey revealed that shoppers plan to spend most of their budgets in online channels. This finding echoes McKinsey’s holiday prospectus,…

Natural Language Processing: Guiding the Way for Retail CX
January 10, 2023 at 7:07 pm

With unprecedented worker shortages coupled with a surplus of inventory, retailers are bracing for a challenging start to the new year. While Black Friday discounts (that seem to creep earlier and earlier before Thanksgiving every year) incentivize consumers to a certain extent, many retailers are finding themselves strapped for customer service and sales staff —…

Top 6 Contact Center Analytics to Improve the Customer Experience
January 5, 2023 at 2:05 pm

Contact center analytics are vital to improving the retail customer experience. As data flows in, customer experience leaders are flooded with information that can be hard to understand. For businesses to move forward, there are six essential contact center analytics they must efficiently collect, understand, and use to improve operations and the customer experience. 1.…

How Retailers Can Use Conversational AI to Drive Positive CX This Holiday Season and Beyond
December 7, 2022 at 10:02 am

According to Mastercard SpendingPulse, in-store sales are anticipated to increase 7.9 percent this holiday shopping season, with an estimated 4.2 percent increase in online sales. A survey by Deloitte predicts an even stronger e-commerce increase of between 12.8 percent and 14.3 percent. This growth points to an expected increase in shoppers contacting retailers for different…

Can Retail CX Keep Up With the Demands of Earlier Holiday Shopping?
November 9, 2022 at 10:08 am

Rising prices, ballooning interest rates, and fresh memories of last year’s supply chain shortages — these are a few of the factors pushing holiday retail spending earlier than ever before. In fact, a recent Bankrate survey showed that half of consumers planned on starting their holiday shopping by Oct. 31. This stands in stark contrast…

Obsessed With CX: Retail Leaders Find Success When They Invest in the Customer Experience
October 19, 2022 at 11:59 am

The pandemic and resulting economic slowdown has been devastating to retailers. Supply chain disruptions, spending cuts, and labor shortages have all contributed to retail woes. While things have gotten tougher for retailers, customers haven’t gotten more forgiving. According to Zendesk's 2022 Customer Experience Trends, just one bad customer experience can drive consumers to shop elsewhere.…

How to Make Your Chatbot Smarter With Intelligent Automation
September 27, 2022 at 2:52 pm

With recent research showing three out of four consumers prefer communicating with chatbots, it’s no surprise that retail stores want to improve their digital experience. In fact, Gartner predicts 25 percent of enterprises across the globe will have a digital assistant to handle support issues, and it further supports two-thirds of customers who would prefer solving…

3 Mistakes Retailers Make When Scaling Customer Service Teams
July 25, 2022 at 4:37 pm

Managing an efficient customer service team is a challenge, even in relatively quiet times. However, the job gets far more complex when a crisis hits. Managers can foresee some fluctuations in staffing — like during the holidays — but the true test of a retail service center’s strategies comes when an unexpected event forces the…

Turning Returns Into Opportunities
June 1, 2022 at 11:06 am

While the explosive growth of digital shopping in 2020 led to more sales, it also caused a spike in returns as shoppers discovered some of their online purchases didn’t fit, were defective, or failed to meet expectations. For most retailers, an influx of returns expose costly operational weaknesses for processing returns, as well as untapped…