Customer Service

Why Experience is Key to Brand Loyalty
October 31, 2022 at 8:36 am

Digital interactions are increasing year after year, and a company's ability to interact with customers quickly, and in a way that satisfies their needs, will make or break the brand experience. To deliver VIP e-commerce experiences at scale — especially during the busy Black Friday/Cyber Monday season — brands need a customer experience strategy driven…

3 Ways Retailers Can Gain a Competitive Edge With AI
October 27, 2022 at 12:02 pm

Artificial intelligence (AI) and automation are becoming more accessible to retail businesses of all sizes, allowing even the leanest teams to reap the benefits. Instead of spending hours managing tedious manual processes, retailers that use automation can free up hours in the day to devote to customer service, product and inventory, and business growth. While…

Obsessed With CX: Retail Leaders Find Success When They Invest in the Customer Experience
October 19, 2022 at 11:59 am

The pandemic and resulting economic slowdown has been devastating to retailers. Supply chain disruptions, spending cuts, and labor shortages have all contributed to retail woes. While things have gotten tougher for retailers, customers haven’t gotten more forgiving. According to Zendesk's 2022 Customer Experience Trends, just one bad customer experience can drive consumers to shop elsewhere.…

How to Make Your Chatbot Smarter With Intelligent Automation
September 27, 2022 at 2:52 pm

With recent research showing three out of four consumers prefer communicating with chatbots, it’s no surprise that retail stores want to improve their digital experience. In fact, Gartner predicts 25 percent of enterprises across the globe will have a digital assistant to handle support issues, and it further supports two-thirds of customers who would prefer solving…

Retail Leaders Are Prioritizing Automation and Future-Proofing Their Workforce
September 20, 2022 at 11:28 am

Facing a new era of retail in a volatile market, many businesses have had to rapidly expand or strengthen their online presence. Retailers that are thriving are doing so with the help of intelligent automation (IA). In fact, in a recent Deloitte report, 82 percent of sector leaders said “automation wherever possible will be a high priority,” and 67…

How Brands Can Retain Customer Loyalty Amid the Cost-of-Living Crisis
September 7, 2022 at 7:06 pm

Consumer anxiety persists amid soaring inflation. Consumer confidence slid in July to its lowest level since February 2021. According to the latest survey from the Conference Board, fewer Americans think conditions will improve over the next several months and more were pessimistic about their own financial prospects for the short term. To add to consumer…

Retail Inflation: Can Data-Enabled Road Maps Help Retailers Adapt to Inflation?
August 22, 2022 at 2:02 pm

Inflation is hitting record highs, with prices rising by over 8.5 percent compared to last year. Key sectors such as food and gas are leading the trend with double-digit price increases, but all retail categories have been impacted. In this environment, customers are often unpredictable, more sensitive and more demanding. Pleasing the customer is essential…

Use Automation to Deliver an A+ Back-to-School Shopping Experience
August 17, 2022 at 6:38 pm

How retail brands handle the influx of customer support inquiries during another record-shattering back-to-school (BTS) season will make or break Q3 and beyond. According to the National Retail Federation (NRF), BTS spending will match 2021’s record high of $37 billion. You may be thinking, it’s August, it’s too late, school is back in session. However,…

3 Mistakes Retailers Make When Scaling Customer Service Teams
July 25, 2022 at 4:37 pm

Managing an efficient customer service team is a challenge, even in relatively quiet times. However, the job gets far more complex when a crisis hits. Managers can foresee some fluctuations in staffing — like during the holidays — but the true test of a retail service center’s strategies comes when an unexpected event forces the…