Customer Service

How Stein Mart Turned BOPIS Into a Customer Engagement Channel
March 30, 2020 at 10:19 am

For many years, customer experience experts have stressed the importance of balancing the convenience of self-service and digital channels, with the loyalty-building power of human interaction. Stein Mart, a national specialty omnichannel off-price retailer offering designer and name-brand fashion apparel, home décor, accessories and shoes at everyday discount prices, aimed to harness the best of…

Why Now is the Time for Retailers to Adopt a D-to-C Mind-Set
March 23, 2020 at 11:43 am

In the midst of mounting uncertainty surrounding the COVID-19 outbreak, the presidential election, and other stressors, customer service needs to be dialed up now more than ever. In the retail industry, with more employees working from home and less shoppers visiting physical stores, the time is now for brands to strengthen their direct-to-consumer (D-to-C) mind-set.…

The Future of Customer Support and its Impact on Retail
March 13, 2020 at 1:52 pm

Customer support is evolving at a rapid rate, and many brands are reimagining the impact that a retailer’s support team can have on their customer’s experience and their overall business. However, while there's plenty of change happening today, it’s critical for brands to always keep an eye on the trends impacting tomorrow. Here's a look…

Enhance Customer Support to Attract, Keep Influential Consumers
February 25, 2020 at 10:40 am

Retailers hoping to succeed in today’s market need to appeal to an influential and powerful group: millennial and Generation Z consumers. To do this, they need to provide top-notch customer support. These demographics already wield enormous spending power, and will continue to do so for years. Retailers can go a long way toward captivating these…

What Do Retail Customers Prefer: Assistance From Humans or Machines?
February 4, 2020 at 12:35 pm

Chatbots and other artificial intelligence-assisted customer service tools continue to grow exponentially as retailers look to improve efficiencies. The benefits of chatbots and electronic systems for businesses are relatively straightforward: less time spent monitoring communication channels, less expensive customer service solutions, and even the ability to grow by converting potential customers. Some analysts believe chatbots…

How SMS Increased Efficiency and Improved Customer Service at Pier 1 Imports
February 3, 2020 at 1:39 pm

In episode 232 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Laurie Simpter, senior manager of customer relations at Pier 1 Imports, an omnichannel retailer of unique, decorative home furnishings, decor and gifts. Listen in as Simpter discusses the challenges many retailers face when handling customer service phone calls, including staffing, especially during peak holiday times.…

Dude, Where’s My Order? The Secret to Avoiding Losses in Retail's Last Mile
January 14, 2020 at 11:28 am

There are many reasons an online order may fail to be completed, from bad weather to back-ordered product. And there’s always the chance the package ended up on your neighbor’s doorstep instead of yours. Whatever the reason, when a customer fails to receive their order, the cost adds up fast. The yearly cost of failed…

How Technology is Helping JO-ANN Stores Deliver Omnichannel Customer Service
January 13, 2020 at 11:49 am

In episode 229 of Total Retail Talks, Executive Editor Joe Keenan interviews Drew Chamberlain, director of operations and customer experience at JO-ANN Stores, a specialty retailer of crafts and fabrics. Listen in as Chamberlain discusses JOANN's recent partnership with customer service platform Gladly, why the craft retailer felt the need to invest in new technology,…