
Customer Service

The months after the holiday season can be chaotic due to a flurry of returns, accompanied with the pressure to meet new sales goals and start the year off strong. This year, retailers anticipate an approximate $25 billion in fraudulent return claims, representing approximately 16.5 percent of the total returns during this period. For retailersโฆ
One of the biggest challenges brands face today is meeting the consumer where they are. With so many consumers relying on their favorite social media platform or messaging app to ask a product question or submit a customer service inquiry, consumer care teams are having to take an omnichannel approach when it comes to theirโฆ
Since Amazon Echoโs 2014 launch, conversational commerce has been a hot topic of conversation in retail (pun intended). The biggest question: How can conversational commerce improve shopping experiences? For the last decade, the answer seemed to be it doesnโt. Consumers struggled to leverage these tools to shop, unless they were reordering a previous purchase. Conversationalโฆ
It's no secret the holiday season is the most crucial time of the year for most retailers, and for good reason. In the United States, consumers were expected to spend a record amount to celebrate the season. To capitalize on last yearโs holiday rush, retailers needed to provide fast, personalized online and in-store shopping experiences,โฆ
With consumer prices beginning to plateau, retailers are beginning to feel cautiously optimistic over their future revenue streams. However, the index remains up 3.2 percent from a year ago, and with federal student loans now due for the first time in over three years, this makes a recipe for wallet-conscious shoppers. Now, shoppers are cuttingโฆ
Nearly one year has passed since new generative artificial intelligence (AI) capabilities burst onto the scene and sparked the latest AI hype wave. Since then, businesses have envisioned how AI could help them cut costs, increase efficiency, and improve experiences for customers and employees. Yet, the palpable excitement for AIโs potential has been tempered byโฆ
The National Retail Federation forecasted 2023 holiday sales to grow between 3 percent and 4 percent. And while sales growth has slowed due to the pandemic, economic uncertainty, and other factors, retailers must still compete โ if not compete even harder โ for consumersโ eyeballs and wallets. The smartest retailers will leverage advanced technologies likeโฆ
At this point, doing one's holiday shopping at the mall feels almost like a nostalgic throwback โ not far removed from listening to music on vinyl or taking pictures with a disposable camera. The records for online holiday shopping are broken on what seems like a yearly basis, with last year's $9.12 billion representing theโฆ
'Tis the season to start shopping. For retailers, this means delivering stellar customer service at every step of the customer journey. Salesforce data shows that 94 percent of consumers say good service makes them more likely to buy again while 80 percent will abandon a brand after three bad experiences. But rather than wait for the โthree strikesโฆ
My grandchildren love participating in water sports at our cottage, and recently I needed to order two different parts for them to replace items that were broken on equipment they use that Iโd purchased at a retail store. Since the store didn't sell parts, I called one company and was greeted by a pleasant andโฆ