Customer Service

Prioritizing Personalization in Automated Self-Service to Grow Customer Retention
March 2, 2023 at 3:31 pm

For the e-commerce world, Q1 is a time when a lot of things bought as new go back on the shelves. Just as the last half of every year is full of frenzied retailers preparing for and navigating the holiday shopping season, the beginning of a new year almost always marks a decrease in salesโ€ฆ

4 Ways BPOs Can Boost Customer Service and Support Retail
February 20, 2023 at 8:48 am

Over the past year, retailers experienced a fair amount of turmoil, from inflation and supply chain issues to a labor shortage and more. In 2023, the pendulum may once again swing, throwing up even more roadblocks as a potential recession may pressure retailers to reassess their labor allocations and cut already-thin workforces to reduce costs.โ€ฆ

Retailโ€™s Headaches Can Be Alleviated With Automation
February 15, 2023 at 7:17 pm

In 2022, 69 percent of Americans shopped online, and 25 percent of Americans shop online at least once per month. It's estimated that digital spending grew by about 6.1 percent in 2022 compared to the year prior. The most recent data shows consumer spending rising this past holiday season as well, a positive sign for theโ€ฆ

The Economic Downturn Turns Up the Heat for Retail CX
February 14, 2023 at 9:28 am

Today, many consumers are struggling financially on some level. This is forcing retailers to keep "share of wallet" top of mind. However, staffing shortages in stores, back offices, and contact centers are giving retailers a run for the money, thwarting efforts to provide exceptional customer experiences. Verint conducted an online survey of 2,000 U.S. consumersโ€ฆ

How Vera Bradley Optimized Operations and Delivered Smart Customer Service During the Holidays
February 8, 2023 at 10:17 am

Variability and change across the retail industry, including smaller margins and rampant inflation, are leading retailers to continually look for ways to elevate customer experience. Consumers, like brands, are experiencing higher costs of living and tightening their budgets in response. As a result, itโ€™s becoming increasingly important for brands to differentiate themselves from the competitionโ€ฆ

How AI Can Help Deliver Exceptional CX to Win Over Customers
January 25, 2023 at 1:02 pm

The combination of ongoing global inflation, economic uncertainty, and supply chain woes create a potentially mixed bag for the retail industry in 2023. How will this environment affect consumer behavior and spending? A recent Deloitte survey revealed that shoppers plan to spend most of their budgets in online channels. This finding echoes McKinseyโ€™s holiday prospectus,โ€ฆ

The Retail Experience Gets Immersive in 2023 With AI- and AR-Powered Tech
January 24, 2023 at 10:15 am

With economic uncertainty and the ongoing pandemic, many people โ€” including retailers โ€” were ready to leave 2022 to the history books. Looking ahead to this new year, retail trends that surged during the pandemic, like the rise of e-commerce, will continue. Recovery from the disruption caused by the pandemic will force retailers to getโ€ฆ

3 Post-Purchase Engagement Tips for Delivering Exceptional Customer Service
January 17, 2023 at 7:33 am

Omnichannel shoppingโ€™s rise in popularity is causing customer behavior to shift rapidly. Customers are engaging at more touchpoints and expecting more from their interactions, with 73 percent of shoppers regularly using multiple channels whenever they shop. Retailers successfully engaging shoppers across the spectrum will find themselves far ahead of the competition. The shift towards aโ€ฆ

Natural Language Processing: Guiding the Way for Retail CX
January 10, 2023 at 7:07 pm

With unprecedented worker shortages coupled with a surplus of inventory, retailers are bracing for a challenging start to the new year. While Black Friday discounts (that seem to creep earlier and earlier before Thanksgiving every year) incentivize consumers to a certain extent, many retailers are finding themselves strapped for customer service and sales staff โ€”โ€ฆ

Top 6 Contact Center Analytics to Improve the Customer Experience
January 5, 2023 at 2:05 pm

Contact center analytics are vital to improving the retail customer experience. As data flows in, customer experience leaders are flooded with information that can be hard to understand. For businesses to move forward, there are six essential contact center analytics they must efficiently collect, understand, and use to improve operations and the customer experience. 1.โ€ฆ