Customer Service Reps

Now that the 2021 holiday shopping season is behind us, and returns are in full force, many of the challenges for the retail industry (and opportunities) for the new year remain. These include supply chain disruptions, empty shelves, the Great Resignation, widespread web outages, and more. It’s not unreasonable to think that many customers may…

Off the heels of the busy holiday season, digital consumers are continuing to rewrite the rules of retail in 2022. To keep up with evolving demands, the industry will see the rise of a “digital workforce.” A digital workforce is powered by artificial intelligence (AI) and can work alongside retailers’ sales and service reps to…

In order to delight customers in a post-pandemic world, retailers must optimize an increasingly delicate balance between technology and a human touch. The bar for personalized experiences continues to rise, with 95 percent of shoppers adamant that they don't want to talk to a robot, and 84 percent say being “treated like a person and…

A year when shifting consumer behaviors and heightened expectations made the jobs of customer service (CS) teams a whole lot more difficult, 2021 illuminated the rising value of great CS for brands looking to pave a path towards success post-pandemic. Navigating a historic increase in customer query volumes, dramatic operational reconfigurations, and intensifying pressure to…

In 2022, the retail industry will have to significantly improve its customer service and customer experience (CX), which were severely impacted by the pandemic. Customer service is often the frontline for a company’s brand and reputation, and a third of consumers say that it’s worse now than prior to the pandemic. We’ve all been impacted…

A recent Clickatell survey showed that the typical customer spends 13 hours a year on hold — 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…

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…

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…

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.…

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…