Customer Service Reps

Will ChatGPT Transform Retail CX? Making the Case for AI in Customer Support
May 4, 2023 at 11:59 am

Since its launch in November, Open AI’s ChatGPT has left no industry untouched and retail is no exception. Grocery delivery giant Instacart recently partnered with Open AI to launch a new artificial intelligence (AI) chatbot feature called “Ask Instacart.” Shopify has integrated ChatGPT into its Shop app. Many retailers are quickly realizing they need to…

Retail Customer Engagement: How Investments in Innovation Create the Foundation for Sustainable Growth
April 19, 2023 at 12:57 pm

Ongoing effects from inflation and economic uncertainty have dampened industry experts’ outlook for 2023 as shoppers remain “cost-conscious.” In an environment where consumers are more cautious about how and where they spend their money, retailers are looking for strategies and innovations to help weather the storm and create a foundation for sustainable growth into the…

Turning Returns Into Return Customers, Not Lost Revenue
March 30, 2023 at 3:53 pm

Imagine a long day of getting the kids ready for school, going to work, heading to soccer practice, and then coming home to make dinner only to remember that the clothes you ordered that didn’t fit are still sitting in your bedroom waiting to be returned. When you go online to initiate the return process,…

E-Commerce Growth in the Age of CX: Strategies for Success
March 6, 2023 at 12:36 pm

The e-commerce trend shows no signs of diminishing as more consumers make this channel their preferred shopping destination. While economic uncertainties continue to affect business sentiment, e-commerce remains a bright spot. The global e-commerce growth rate for 2023 is forecast at 10.4 percent, bringing e-commerce sales worldwide to $6.3 trillion, an increase over the previous year. Additionally, recent…

How Vera Bradley Optimized Operations and Delivered Smart Customer Service During the Holidays
February 8, 2023 at 10:17 am

Variability and change across the retail industry, including smaller margins and rampant inflation, are leading retailers to continually look for ways to elevate customer experience. Consumers, like brands, are experiencing higher costs of living and tightening their budgets in response. As a result, it’s becoming increasingly important for brands to differentiate themselves from the competition…

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…