Customer Service

Communication Strategies to Delight Your Customers
January 27, 2021 at 5:24 pm

Communication drives conversion. It moves customers from browsers to buyers, delighting them through each step of the purchase journey when done correctly. In a retail operation, these conversations lead to satisfied customers, those that begin to expect a level of excellence that only you can offer. Communication, though, isn’t always accessible. It takes focus and…

How to Capitalize on Key 2021 Customer Experience Trends
January 21, 2021 at 5:31 pm

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss an article recently published by Total Retail titled, “5 CX Trends to Help You Win Customers’ Hearts and Wallets in 2021,” authored by Jean Shin, director of strategy and content at tyntec. The article discusses how in 2020, we learned…

How Self-Service Experience Can Reduce Customer Confusion and Increase Satisfaction
January 21, 2021 at 12:00 pm

In today’s retail world, the reality is that everything can change within months, weeks or even a day. While creating an effective customer self-service portal has long been a priority for many, recent world events have made it infinitely more imperative. We’re talking, of course, about the COVID-19 public health crisis. The pandemic has affected…

Understanding Conversational Platforms: What Every E-Commerce Brand Needs to Know
January 13, 2021 at 5:40 pm

Most brands know they must improve customer experience (CX) or risk losing customers. However, digital CX isn't about providing more content or using technology to streamline transactions. A digital experience needs to be a human experience. And human experiences are built on conversations — authentic ones between two people. A conversational platform lets brands reach…

How AI Can Help Retailers Thrive in 2021 and Beyond
January 12, 2021 at 8:57 pm

Due to the COVID-19 pandemic, retailers are poised to bring in a great deal of revenue through their e-commerce platforms. Not only can artificial intelligence (AI) effectively help keep e-commerce stores up-and-running during peak shopping seasons and thereafter, but it can also provide effective sales recommendations and timely automated customer support.  Use AI to Automate…

Retail Recovery and Rebuilding Customer Loyalty Beyond COVID-19
December 21, 2020 at 4:02 pm

The pandemic has changed everything in retail — and it’s not ending anytime soon. Just as stores started to adjust to the “new normal” of frequent disinfection and face masks, the spread of the virus is picking back up in regions across the country, forcing many retailers to close their doors to the public again.…

Retail Reimagines Customer Feedback Using Video
December 16, 2020 at 7:00 pm

Have you ever heard the saying, “what you don’t know can kill you”? The term holds true for retailers now more than ever. Customer loyalty is, in large part, driven by what a customer experiences throughout their journey with a brand. That journey may include things like shopping online or in-store, picking up curbside or…

End the Year on a Positive Note and Jump-Start 2021 With Live Engagement
December 14, 2020 at 11:20 am

The holiday shopping season is upon us, and it could be make-or-break for many retailers after a challenging year. This year, 71 percent of U.S. adults will purchase more than half of their holiday gifts online. Online retail will be more important than ever for the 2020 holiday season, as many consumers hesitate to leave the…

The Future of Retail is All About Always-On, Everywhere Support
December 7, 2020 at 6:49 pm

The holidays are upon us, and retailers are readying themselves to pull out all the stops to get customers “through the door” — albeit virtually. If you’re like me, your inbox, text messages and social media feeds were flooded with offers for Cyber Month, Black Friday, and even Small Business Saturday. While we brace ourselves…

Steps to Position Your Retail Brand for Holiday Success
October 21, 2020 at 10:13 am

Seven months on and, for most brands, online sales are still rising while the overall retail landscape is challenged with plenty of uncertainty. Travel restrictions remain in place, lockdowns are lifting and returning, and the need to wear masks in indoor spaces is contributing to a marked decline in physical footfall. This is resulting in…