Customer Service

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…

Turning Holiday Returns Into Return Customers With Radically Personal Customer Service
November 15, 2022 at 12:32 pm

Black Friday is famed as the inaugural event for the holiday shopping season with retailers already beginning to squeeze an average of 20 percent to 40 percent of sales into the last two months of the year. Even during the COVID-19 pandemic when many chose to forgo their typical holiday traditions, the retail industry still…

The Retailer’s Guide: The Top 5 Considerations for a Successful Holiday Season
November 15, 2022 at 11:28 am

Retailers face a challenging holiday season due to inflation, labor shortages, and supply chain issues. Customers will be more discerning as they shop for good deals. Retailers have an opportunity to set themselves apart by providing a seamless, omnichannel customer experience that supports shoppers online, in-store, at the curb — and everywhere in between. These…

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…

One Big Happy Workforce: Prioritizing Employee Experience to Ensure CX Success
November 7, 2022 at 8:52 am

With national labor challenges lingering, the retail industry is among those hit the hardest by “The Great Reshuffle” ­— formerly known as the Great Resignation. In fact, the U.S. Chamber of Commerce found that the quit rate in the retail industry was hovering close to 4 percent over the summer, just behind the leading leisure…

Why Experience is Key to Brand Loyalty
October 31, 2022 at 8:36 am

Digital interactions are increasing year after year, and a company's ability to interact with customers quickly, and in a way that satisfies their needs, will make or break the brand experience. To deliver VIP e-commerce experiences at scale — especially during the busy Black Friday/Cyber Monday season — brands need a customer experience strategy driven…

3 Ways Retailers Can Gain a Competitive Edge With AI
October 27, 2022 at 12:02 pm

Artificial intelligence (AI) and automation are becoming more accessible to retail businesses of all sizes, allowing even the leanest teams to reap the benefits. Instead of spending hours managing tedious manual processes, retailers that use automation can free up hours in the day to devote to customer service, product and inventory, and business growth. While…

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.…