Customer Service

Humanize Your Omnichannel Strategy With AI
January 20, 2022 at 6:57 pm

In order to delight customers in a post-pandemic world, retailers must optimize an increasingly delicate balance between technology and a human touch. The bar for personalized experiences continues to rise, with 95 percent of shoppers adamant that they don't want to talk to a robot, and 84 percent say being “treated like a person and…

Conversational AI Investment on Your Radar for 2022?
January 19, 2022 at 12:24 pm

Gartner recently published its annual list of strategic technology trends that will shape the year ahead for businesses around the world. It’s no surprise that included among the 2022 list are cloud-native platforms, artificial intelligence (AI) engineering, and total experiences. At the intersection of these we can find conversational AI solutions. Conversational AI is the…

3 Trends Driving Brand-Defining Customer Service in 2022
January 19, 2022 at 12:00 pm

A year when shifting consumer behaviors and heightened expectations made the jobs of customer service (CS) teams a whole lot more difficult, 2021 illuminated the rising value of great CS for brands looking to pave a path towards success post-pandemic. Navigating a historic increase in customer query volumes, dramatic operational reconfigurations, and intensifying pressure to…

Conversational AI Will Play a New Role in Improving Customer Service for Retail in 2022
January 18, 2022 at 1:53 pm

In 2022, the retail industry will have to significantly improve its customer service and customer experience (CX), which were severely impacted by the pandemic. Customer service is often the frontline for a company’s brand and reputation, and a third of consumers say that it’s worse now than prior to the pandemic. We’ve all been impacted…

What’s in Store for Retail in 2022?
January 17, 2022 at 6:18 pm

If we’ve learned one thing over the last two years, it’s that predicting the future is nearly impossible. After all, few of us could have anticipated a need to stock up on face masks and basics such as toilet paper before March 2020. While the specifics are difficult to foretell, there are trends that we…

Place Employee Experience and Customer Experience on the Same Playing Field
January 11, 2022 at 12:53 pm

A recent Clickatell survey showed that the typical customer spends 13 hours a year on hold — hours they would rather be relaxing (58 percent), doing chores (46 percent) or spending with family (36 percent). Additionally, one-third of those respondents said spending even five minutes to nine minutes on hold can lead to negative feelings towards a brand. Even with…

Why it Might Be Time to Outsource Your Customer Service
January 10, 2022 at 2:37 pm

Around half of customers would switch to a competitor after just one bad customer service experience. Just one. That’s not a lot of room for error. To compete in today’s e-commerce world, retailers must invest in robust and talented customer service teams. Unfortunately, a rapid increase in online shopping plus a decrease in the labor…

Why CX is Really a Team Sport
January 6, 2022 at 1:02 pm

Creating an exceptional customer experience is the mandate for today’s brands. Time and time again, consumers have made it clear that they expect personalized, fast and frictionless service at every step of the customer journey. Recent Kustomer research found that 85 percent of U.S. consumers expect contacting customer service to be faster, and 67 percent…

How Technology Can Help Retail’s Labor Shortage
January 4, 2022 at 9:05 am

There were a host of difficulties plaguing retailers this past holiday season, including inventory shortages, production issues and shipping constraints, to name a few. The most notable shortage, however, was on the labor front. As of July 2021, the number of retail job openings peaked at 1.2 million, compared to 876,000 during the same period…

3 CX Trends to Spread Cheer During the Holidays (and Beyond)
December 22, 2021 at 4:06 pm

Holiday e-commerce sales will grow 11 percent to 15 percent this season, per Deloitte, with retail sales right behind at a 7 percent to 9 percent increase. In total, people will spend about $1.49 trillion to $1.52 trillion dollars holiday shopping. That’s a lot of spending — and 83 percent of people say they would stop…