Customer Service

It’s Time We Make E-Commerce More Human
June 30, 2022 at 4:22 pm

Your brand’s customers are getting sick of artificial intelligence, chatbots and automated experiences. Automation isn’t the enemy, but we’ve gone too far; 75 percent of customers want to interact with a real person more as technology improves.

3 Ways to Future-Proof Your CX Strategy With Automation
June 22, 2022 at 10:11 am

After all the recent upheaval to the retail industry and heightened consumer expectations, omnichannel retailers are looking for ways to future-proof their customer experience (CX) strategies to ensure they’re not caught flat-footed again. Customer experience automation, which leverages digital workers to assist customers in accessing product and order information in real time from pre-purchase through…

How to Use Emotional Intelligence to Provide Exceptional Customer Service
June 2, 2022 at 3:46 pm

It's no secret that exceptional customer service is key to customer retention, loyalty and, ultimately, achieving business goals. When trying to elevate the customer experience, businesses are starting to look outside the box. In fact, business leaders are starting to look on the inside. Emotional intelligence is the capacity of individuals to recognize their own…

Redefining Retail Relations With Field Service Software
June 1, 2022 at 9:44 am

Forward-thinking retail organizations across the globe understand that nurturing the customer experience goes beyond the initial sales engagement. The importance of visibility into the customer journey and the seamless integration with manufacturers are vital as customer expectations rise. In fact, when it comes to making a purchase, 64 percent of people find customer experience more…

Long Wait Times and Dwindling Patience: The Top Customer Service Frustrations in 2022
May 12, 2022 at 6:32 pm

While consumer expectations for effortless, personal and speedy interactions with customer service agents have been steadily on the rise, these expectations have increased even more since the COVID-19 pandemic, as the shift to digital has accelerated. A company with artificial intelligence (AI)-first customer experience at its core, we at Netomi were keen to dig deeper…

Can Conversational AI Boost Customer-Perceived Value?
April 27, 2022 at 1:22 pm

Customer perceived value is an oft-used term in marketing that looks at how consumers view services and judge their value. Additionally, customer-perceived value looks at the ability of a business or sales team to adequately meet customer needs and/or expectations. To truly understand and maximize customer-perceived value, businesses must accumulate insights from all customer conversations…

Don’t Ban the Bots: How to Make AI and Live Commerce Work Together
April 20, 2022 at 10:55 am

Artificial intelligence-powered chatbots may be extremely common in customer service, but do they make sense for sales? Consumers seem mixed on the idea, but overall, they seem to prefer bots for uncomplicated tasks. Salesforce, for example, found that 69 percent of consumers prefer to use chatbots for getting answers to simple questions. But when people…

Research Report: The Customer Experience (CX) Revolution in Retail
April 12, 2022

In this Talkdesk Research report, we examine how retailers are responding to new pressures to continue elevating the customer experience, the challenges they face in their journeys, and how leaders are strategizing to deliver on these elevated experiences to generate profits through the contact center.

3 Tactics to Maintain Brand Standards, CX Across Vendor Partners
March 24, 2022 at 3:20 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 Steps to Make Sure Your Vendors Deliver a Seamless Shopping Experience,” authored by Tara Kelly, founder, president and CEO of SPLICE Software. Maintaining brand standards across vendor partners is essential to…

Parity and the Customer Experience: How Conversational AI Can Help
March 23, 2022 at 11:02 am

The interactive voice response (IVR) system has been with us for the better part of a century, with its origins dating back to the 1930s. Today’s IVRs do more than let consumers complete a range of routine tasks like checking product availability or store hours. Where brands have embraced conversational artificial intelligence (AI), they’ve found…