Customer Service Reps

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…

4 Steps to Successful Automated Customer Service
June 18, 2018 at 2:30 pm

At a time when it’s routine for millions of consumers to ask digital assistants (e.g., Amazon’s Alexa or Apple’s Siri) to tell them a good joke or ask if they need an umbrella, it’s surprising most businesses are still in the early stages of implementing intelligent automation technologies for customer communication. Even fewer have made…

Why Customer Obsession is the Key to Building a Successful Retail Brand
April 9, 2018 at 10:55 am

Brands that understand their customers and strive to continuously improve customer service will be successful. Why? Because these companies understand, care about and are obsessed with their customers. We live in a time where consumers can have anything they want at their fingertips, but it’s up to the retailer to deliver. You never know how…

Why Retailers Need an Omnichannel Support Strategy Next Holiday Season
March 1, 2018 at 6:00 pm

With the busiest retail season of the year behind us, it’s the perfect time to assess performance and reflect on opportunities to improve and ensure an even more successful holiday season in 2018. The holidays always bring with them the highest ticket volume, as customers reach out to businesses with a flurry of questions around returns, password…

3 Customer Service Actions to Improve Brand Perception
January 14, 2018 at 10:35 am

Not long ago, customers wanting to make a purchase had two choices: physically walk into a retail store or call a 1-800 number to place an order. While these seem limited in today’s world of omnichannel commerce, there were benefits. Most importantly, it supported the ability to create and maintain a strong brand. After all,…

AI’s Impact on the Customer Experience and What it Means for Retail
January 12, 2018 at 10:40 am

As we begin 2018, it’s safe to say that artificial intelligence (AI) will continue to infiltrate our everyday lives and challenge business processes to become more intelligent and proactive. In fact, according to Forrester, 38 percent of enterprises are already using artificial intelligence, growing to 62 percent by 2018. Additionally, IDC believes AI will be a $47 billion…