Customer Service
February 25, 2021 at 6:40 pm
In this episode of Retail Right Now, Total Retail's Melissa Campanelli and Kristina Stidham discuss the latest trends impacting retail customer communication methods, drawing on key insights from a recent survey conducted by NAPCO Research, sponsored by Podium. The subsequent report, "A Message for Retailers: Go Digital," details what retailers should be considering as they…
February 15, 2021 at 8:16 pm
Many national retailers began announcing their 2020 holiday season plans and shopping promotions much earlier than in years past. The holiday shopping season was particularly different considering the COVID-19-induced drastic shift from a traditional brick-and-mortar shopping experience to an even more robust online environment. While stores ponder their physical store operations, retailers understand that 2021…
February 10, 2021 at 12:21 pm
Customer service has become a competitive differentiator for retailers — on par with quality and price. When a person reaches out to a company with a question or issue, the experience has an immediate and direct impact on whether they will do business with a company again — now or in the future. Retailers like…
February 9, 2021 at 2:54 pm
Like everything else last year, retail brands were forced to learn to live with a new reality. Since the beginning of the pandemic, as consumers adapted to quarantines, social distancing and masks, they also adapted how they interact with brands. More than ever before, they took to conversational artificial intelligence (AI) — the technology that…
February 4, 2021 at 3:57 pm
Fifty-four percent of consumers say they’ve had at least one bad customer service experience in the last month. Dealing with impatient, dissatisfied or angry customers is never easy, but if the contact center handles the situation well, you may be able to build a stronger relationship with the customer over the phone and create opportunities…
January 27, 2021 at 5:24 pm
Communication drives conversion. It moves customers from browsers to buyers, delighting them through each step of the purchase journey when done correctly. In a retail operation, these conversations lead to satisfied customers, those that begin to expect a level of excellence that only you can offer. Communication, though, isn’t always accessible. It takes focus and…
January 21, 2021 at 5:31 pm
In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss an article recently published by Total Retail titled, “5 CX Trends to Help You Win Customers’ Hearts and Wallets in 2021,” authored by Jean Shin, director of strategy and content at tyntec. The article discusses how in 2020, we learned…
January 21, 2021 at 12:00 pm
In today’s retail world, the reality is that everything can change within months, weeks or even a day. While creating an effective customer self-service portal has long been a priority for many, recent world events have made it infinitely more imperative. We’re talking, of course, about the COVID-19 public health crisis. The pandemic has affected…
January 13, 2021 at 5:40 pm
Most brands know they must improve customer experience (CX) or risk losing customers. However, digital CX isn't about providing more content or using technology to streamline transactions. A digital experience needs to be a human experience. And human experiences are built on conversations — authentic ones between two people. A conversational platform lets brands reach…
January 12, 2021 at 8:57 pm
Due to the COVID-19 pandemic, retailers are poised to bring in a great deal of revenue through their e-commerce platforms. Not only can artificial intelligence (AI) effectively help keep e-commerce stores up-and-running during peak shopping seasons and thereafter, but it can also provide effective sales recommendations and timely automated customer support. Use AI to Automate…
