Customer Service

Consumer Demand for BOPIS and Virtual Service Increases in Light of COVID-19
May 6, 2020 at 6:00 pm

With COVID-19 causing the majority of retailers to close up shop, and drastic social distancing measures required for those that remain open, many consumers have put a stop to all unnecessary outings and are looking to their favorite brands for remote service and support during this difficult time. In a new Qudini survey of 2,000-plus…

What Happens When COVID-19 Takes the 'Center' Out of Call Centers?
May 1, 2020 at 11:37 am

With social distancing measures in place and sanitization precautions a major priority, "human touch" is probably the last thing customers want or expect from retailers right now. But what about the human voice? It's more important than ever. In fact, service demand levels are spiking at companies across the board right now, even doubling in…

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…