Customer Service

In the blink of an eye, the holiday season is back in action. To no surprise, retail experts predict the continued growth of online shopping during the busy season, with e-commerce sales expected to climb by 13.5 percent, reaching a whopping $262 billion. With this anticipated surge, retail brands that fail to provide the top-notch…

Black Friday is famed as the inaugural event for the holiday shopping season with retailers already beginning to squeeze an average of 20 percent to 40 percent of sales into the last two months of the year. Even during the COVID-19 pandemic when many chose to forgo their typical holiday traditions, the retail industry still…

Retailers face a challenging holiday season due to inflation, labor shortages, and supply chain issues. Customers will be more discerning as they shop for good deals. Retailers have an opportunity to set themselves apart by providing a seamless, omnichannel customer experience that supports shoppers online, in-store, at the curb — and everywhere in between. These…

Rising prices, ballooning interest rates, and fresh memories of last year’s supply chain shortages — these are a few of the factors pushing holiday retail spending earlier than ever before. In fact, a recent Bankrate survey showed that half of consumers planned on starting their holiday shopping by Oct. 31. This stands in stark contrast…

Thomas Husson, VP & Principal Analyst at Forrester shares his tried and true advice on how to make your brand’s investment in customer experience worthwhile.

Generative AI is transforming sales and customer service jobs, opening up new opportunities for businesses to deliver exceptional customer experiences.

With national labor challenges lingering, the retail industry is among those hit the hardest by “The Great Reshuffle” ­— formerly known as the Great Resignation. In fact, the U.S. Chamber of Commerce found that the quit rate in the retail industry was hovering close to 4 percent over the summer, just behind the leading leisure…

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…

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…

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.…