Customer Service

The Emergence of AI in the Customer Service Industry
June 1, 2023 at 5:20 pm

Whether online shopping or trying to get answers about an insurance billing question, customers have likely gotten assistance from a new source: artificial intelligence (AI). One study showed that 88 percent of customers had an interaction with a chatbot in 2022, with an estimated 1.5 billion people using chatbots around the world. With the global…

ChatGPT Won’t Replace Retail Customer Service Agents
May 23, 2023 at 4:35 pm

Ever since ChatGPT was released near the end of 2022, organizations and decision makers have been scrambling to figure out how they can use the new generation of artificial intelligence (AI) technology to work better, faster and more effectively. Customer service delivery is no exception. It really does feel like a breakthrough moment for technology,…

The Potential of ChatGPT Integration in the World of Logistics
May 22, 2023 at 9:41 am

In November 2022, OpenAI launched ChatGPT, and the hype has been growing ever since. Some people ask ChatGPT to carry on philosophical conversations, compose love poems, and spit out edgy rap lyrics. Those in the logistics sector are finding other ways to put ChatGPT’s talents to use. We're harnessing the platform to improve our customer…

Unlock the Power of Great Customer Service: Tips Retailers Shouldn't Overlook
May 16, 2023 at 5:08 pm

According to research, customer-centric companies are 60 percent more profitable than companies that don’t focus on customers. In today's competitive retail landscape, customer service is more important than ever. With the proliferation of e-commerce and easy access to customer reviews, businesses that don’t prioritize exceptional customer service are quickly left behind. The most successful retailers…

Will ChatGPT Transform Retail CX? Making the Case for AI in Customer Support
May 4, 2023 at 11:59 am

Since its launch in November, Open AI’s ChatGPT has left no industry untouched and retail is no exception. Grocery delivery giant Instacart recently partnered with Open AI to launch a new artificial intelligence (AI) chatbot feature called “Ask Instacart.” Shopify has integrated ChatGPT into its Shop app. Many retailers are quickly realizing they need to…

An Increase in Online Purchasing Means Focusing on Customer Service
April 26, 2023 at 12:15 pm

E-commerce is gradually becoming the preferred shopping medium for consumers. In 2023, nearly 21 percent of purchases are expected to happen online, amounting to more than $6.3 billion in total spending. Today’s shoppers can do almost anything on a computer or mobile device: collaborate with co-workers, buy groceries, and even purchase a new car. As…

Retail Customer Engagement: How Investments in Innovation Create the Foundation for Sustainable Growth
April 19, 2023 at 12:57 pm

Ongoing effects from inflation and economic uncertainty have dampened industry experts’ outlook for 2023 as shoppers remain “cost-conscious.” In an environment where consumers are more cautious about how and where they spend their money, retailers are looking for strategies and innovations to help weather the storm and create a foundation for sustainable growth into the…

Turning Returns Into Return Customers, Not Lost Revenue
March 30, 2023 at 3:53 pm

Imagine a long day of getting the kids ready for school, going to work, heading to soccer practice, and then coming home to make dinner only to remember that the clothes you ordered that didn’t fit are still sitting in your bedroom waiting to be returned. When you go online to initiate the return process,…

4 Things Retailers Can Learn From the Sports Industry’s Customer Engagement Experiences
March 20, 2023 at 11:21 am

Following months of decline, U.S. retail sales jumped 3 percent in January 2023. Despite this growth, things won’t come easy for retail brands that have struggled over the past few years. Rising prices tied to inflation and the seemingly endless promise of recession threaten to impede sustainable and predictable growth. This means retailers need to…

E-Commerce Growth in the Age of CX: Strategies for Success
March 6, 2023 at 12:36 pm

The e-commerce trend shows no signs of diminishing as more consumers make this channel their preferred shopping destination. While economic uncertainties continue to affect business sentiment, e-commerce remains a bright spot. The global e-commerce growth rate for 2023 is forecast at 10.4 percent, bringing e-commerce sales worldwide to $6.3 trillion, an increase over the previous year. Additionally, recent…