Customer Service Reps

Place Employee Experience and Customer Experience on the Same Playing Field
January 11, 2022 at 12:53 pm

A recent Clickatell survey showed that the typical customer spends 13 hours a year on hold â€” hours they would rather be relaxing (58 percent), doing chores (46 percent) or spending with family (36 percent). Additionally, one-third of those respondents said spending even five minutes to nine minutes on hold can lead to negative feelings towards a brand. Even with…

Why it Might Be Time to Outsource Your Customer Service
January 10, 2022 at 2:37 pm

Around half of customers would switch to a competitor after just one bad customer service experience. Just one. That’s not a lot of room for error. To compete in today’s e-commerce world, retailers must invest in robust and talented customer service teams. Unfortunately, a rapid increase in online shopping plus a decrease in the labor…

3 Ways the Cloud is Transforming Retail Contact Centers — in Time for the Busiest Season
December 16, 2021 at 5:51 pm

Some of retail’s busiest days are coming up fast, and contact centers everywhere are going to be stretched to their breaking point as shoppers log on and call in to ask about offers, seek recommendations, chase packages, and organize returns. Whether it’s Black Friday, Cyber Monday or the first day of January sales, the contact…

BFCM Data Helps Retailers Prepare for Holiday Shopping Chaos
November 18, 2021 at 4:56 pm

Black Friday/Cyber Monday (BFCM) is fast approaching, and retail/e-commerce brands are anxiously planning for what's sure to be another record-breaking year. Ada, a brand interaction platform, automated over 1.5 billion customer interactions last year and has drawn insights to help retailers gear up for the shopping season. Below are the top takeaways from Ada’s research.…

How Retailers Can Keep Customers Happy and Satisfied This Holiday Season With AI
November 16, 2021 at 11:08 am

The busy holiday shopping season is already upon us, bringing today’s brands an important opportunity to strengthen relationships with new and existing customers. As increasing numbers of consumers rely on e-commerce to meet their shopping needs while the overtaxed supply chain is simultaneously slowing down order fulfillment, brands are competing to navigate this challenge. As…

Retail Call Centers Get Smart With Intelligent Automation
October 26, 2021 at 12:12 pm

There’s a common misconception that technology in general and artificial intelligence (AI) in particular will disrupt retail customer service the same way it disrupted manufacturing. Fear not. Technology is certainly contributing to contact center evolution, but uniquely human traits like empathy and situational dexterity are so central to the customer experience that robots will never…

Conversational AI: The Future of Digital Retail Experiences
September 14, 2021 at 3:32 pm

Every retailer has seen a massive surge in digital interactions over the last 18 months. The disruption of COVID-19 made even the most tech-shy consumers turn to digital channels — and they liked what they found. A recent international survey by OnePoll revealed that 58 percent of consumers say they’ll continue to have more digital…

What Retailers Should Know About the 'Great Resignation' and the Demand for Flexible Work
August 11, 2021 at 7:21 pm

The pandemic has accelerated a shift in the mindset of the workforce. Millions of people are now looking for jobs that offer more flexibility, not just in terms of working from home, but also in scheduling. Today, many people who were formerly in the workforce don’t want to go back to a regular 9–5 schedule,…

Why Your Brand Needs to Deliver a Unified Customer Experience
April 20, 2021 at 4:09 pm

To reach consumers, brands need omnichannel strategies that deliver a consistent customer experience at every touchpoint. Yet today’s technical and business conversations about omnichannel are often too limited in scope to achieve what’s ultimately possible. Brands typically only focus on customer interactions across one or two channels or fail to break up the many information…

Keep COVID Stress Out of Your Customer Communication
March 31, 2021 at 4:27 pm

TL;DR: Pandemic stress-related toxic communication can creep into your customer communication. Don’t let it! Set the example, nip toxicity in the bud, protect your team from incoming, build in rest, celebrate the good stuff, and codify that positive voice in your company style guide. As we think about healthy communication at work, we’re reminded of…