Customer Service Reps

This video originally appeared on Total Retail's sister site, Women in Retail Leadership Circle. When the COVID-19 pandemic hit and Verizon had to close its retail stores, instead of laying off or furloughing thousands of employees, the telecommunications company used it as an opportunity to train thousands of its store sales associates on its customer service…

There’s no doubt that recent circumstances surrounding COVID-19 have reshaped the way retailers operate and connect with their customers daily. Shelter-in-place ordinances and stay-at-home mandates have forced retail brands to rely on artificial intelligence (AI), machine learning (ML) and chatbot technology to manage much of the workload required for servicing their customers’ needs. In fact,…

While the impact of COVID-19 has put substantial stress on the retail industry, savvy brands have realized that a strong customer care strategy is a retailer’s first line of defense against disruption. In the wake of the pandemic, more consumers are shopping online, and as a result the demand for timely customer care has significantly…

Retail call centers are an important step in many customer journeys, and for online customers they may be the only human interaction with the brand. Retailers have multiple ways to operate to fulfill the customer need. Should they be in-house or outsourced? Offshore or home-based? How do you expand capacity for business peaks? Whatever route…

In the midst of mounting uncertainty surrounding the COVID-19 outbreak, the presidential election, and other stressors, customer service needs to be dialed up now more than ever. In the retail industry, with more employees working from home and less shoppers visiting physical stores, the time is now for brands to strengthen their direct-to-consumer (D-to-C) mind-set.…

Customer support is evolving at a rapid rate, and many brands are reimagining the impact that a retailer’s support team can have on their customer’s experience and their overall business. However, while there's plenty of change happening today, it’s critical for brands to always keep an eye on the trends impacting tomorrow. Here's a look…

Small and medium-sized businesses (SMBs) struggle to compete on equal footing with the enterprise behemoths that dominate their industry. In other words, how do local retailers compete with the Amazon.com and Walmarts of the world? Providing a better customer experience is fast becoming the competitive differentiator and driver of success for businesses of all sizes…

One of the biggest challenges for retailers is not acquiring customers, but keeping them. Loyal brand ambassadors are the backbone of growth. However, building long-term interest in a brand is no easy feat. Customers want personalized experiences and services that make them feel that they are the most important customer. A 2018 Bond Brand Loyalty…

More and more companies, particularly retailers, are using chatbots to connect quickly with customers, enabling them to handle basic service needs faster and more efficiently. While many businesses and consumers have embraced chatbots and automated features in order to make service inquiries and share personal information, the relationship between customers, chatbots and brands still needs…

Brands across industries are eager to wow customers with new technology — and rightly so. In the age of heightened convenience, more personalized experiences and innovative shopping options like Amazon Alexa, consumers won’t tolerate brands that don’t embrace the future. However, that doesn’t mean brands should rely on tech to replace a good customer experience. Usabilla's recent…