Customer Service

All signs point to this being yet another challenging holiday shopping season for both customers and retailers. Amid shipping delays and labor shortages, retailers are facing a series of operational challenges that are certain to impact their ability to fulfill customer demand. All of this means more stress for support teams, which will undoubtedly deal…

With the supply chain crisis causing headaches for retailers, brands must not pass their inventory problems onto holiday shoppers. Due to various factors, including the pandemic, countries changing trading status creating port backlogs, and unplanned fluctuations in demand, brands can be affected by supply chain snags and stock-outs. If a retailer doesn’t have a current…

In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews Seb Reeve, director of market strategy at Nuance Communications, a speech recognition and artificial intelligence software company. Reeve discusses a few highlights from a recently released report by Nuance in conjunction with Total Retail, "How Retailers Can Leverage AI for Superior Digital CX," and how…

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…

Retailers are juggling multiple pressures as the effects of the COVID-19 pandemic linger on, making it more challenging than ever to provide an exceptional customer experience. Supply chain disruptions, product cost inflation, increased demand for omnichannel shopping, and the labor shortage have converged to make the current retail environment as difficult to navigate as any…

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…

Most of you would say “yes” to this question. But do you really know the level of customer service you're providing in the eyes of your customers? According to an article in a local newspaper by Gad Allen, faculty director of the Jerome Fisher Program of Management and Technology at the University of Pennsylvania, “statistics…

To ensure the right people are in place and to schedule employees more accurately, retailers need to bolster and optimize their staff management efforts. This white paper will give insight into how retailers can use efficient labor planning and budgeting to reduce unnecessary payments, improve productivity, and ensure a consistent customer experience.

After a year-plus of remote schooling, students and faculty are flocking back to the classroom this fall — and stocking up on supplies for it. Deloitte forecasts that back-to-school spending will reach $32.5 billion this year, up 16 percent from last year and 17 percent from 2019. While this expected influx of business should be…