Customer Service Reps
March 13, 2020 at 1:52 pm
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…
August 12, 2019 at 10:32 am
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…
May 8, 2019 at 9:23 am
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…
March 25, 2019 at 10:43 am
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…
March 21, 2019 at 11:35 am
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…
January 28, 2019 at 10:57 am
Women's handbag and accessories brand Vera Bradley recently opened a new line of communication with its customers: text messaging. The company is using text messaging to provide speedier and more personalized customer service. Prior to implementing the contact-center solution that enabled texting, Vera Bradley recognized its customers might be trying to send text messages to…
January 15, 2019 at 7:54 am
People still want what brick & mortar can deliver them, especially when customer service is based on a single view of the customer.
October 12, 2018 at 8:58 am
It can be hard being a small business today. How does one compete with industry powerhouses that offer millions of SKUs and free two-day shipping? Amazon Prime Now, for example, has over 940,000 products available across 32 U.S. cities, and Target has 39 distribution centers in the U.S. alone. The human and capital resources needed…
September 10, 2018 at 1:05 pm
By implementing a self-service artificial intelligence (AI) chatbot solution, TechStyle Fashion Group (parent company of JustFab, Fabletics, ShoeDazzle) saved more than $1 million and was able to reduce the overall number of calls to its contact centers for transactional and traditionally self-service issues. In addition, the chatbot’s proactive, context-inclusive handoff of more complex chat sessions to live agents…
August 21, 2018 at 12:04 pm
We’ve all been there. You’ve just entered a store to make a quick purchase. Your head is down in an attempt to avoid speaking with any overzealous retail associates. But it’s too late, they’ve found you. What do you do to avoid this conversation? Lie, of course. Voice of customer platform Usabilla surveyed 2,000 U.S. consumers…
