Customer Service

Customer experience (CX) is king in the retail industry; nevertheless, when interacting with customers over the phone, CX tends to be lackluster. If the phone operator must ask the caller, “Can you give me your last name, order number, and phone number so I can find you in the system?” then the CX is not…

Service is key for virtually all kinds of businesses, with Salesforce research showing excellent customer service can result in 78 percent of consumers returning to do business with them again after a mistake. For retailers, every minute of unexpected facility downtime directly impacts the bottom line through lost sales, compromised inventory, and damaged customer loyalty.…

E-commerce is a tough business. The margins are often wafer-thin and competition is intense. Consumers have elevated expectations. Success demands a frictionless experience on the front end, along with hyper-efficient operations on the back end. For as long as anyone can remember, e-commerce businesses have tried to meet their efficiency and user experience (UX) goals by…

The success of Black Friday and Cyber Monday last year was monumental. Adobe Analytics reported record-breaking online sales of $10.8 billion and $13.3 billion, respectively — an impressive 10 percent increase from 2023. This surge wasn’t just due to deep discounts and deals; artificial intelligence was a gamechanger. AI-powered tools like chatbots and virtual agents…

As the holiday shopping season gathers pace, retailers are working extra hard to satisfy increased customer demand. There’s a strong emphasis on in-store teams, but contact center agents are also critical, serving as the touchpoint between retail brands and millions of customers grappling with online order issues, delivery delays and other complex questions. Artificial intelligence…

The holiday season is a double-edged sword for retailers — a time of immense opportunity and significant stress. Deloitte is forecasting sales growth of 2 percent to 3 percent this season, which will put pressure on retailers, their online platforms, and customer service teams. They will face a spike in questions, requests and returns. Add…

With the holiday season upon us, retailers are presented with one of the year’s biggest opportunities to drive revenue and customer loyalty. To master this seasonal rush, thoughtful planning across inventory, staffing, marketing and customer experience is key. Here’s how retailers can strategically navigate these elements to make the most of the holiday season. Start…

The holiday season is here, and retailer leaders have much on their to-do lists, from hiring extra staff to managing suppliers. Preparing and managing for this shopping surge is complex and time consuming. Modern hybrid unified communications (UC) technology is uniquely positioned to help address the challenges retail managers and their employees face, especially during…

Customer Experience (CX) Day, which is marked on Oct. 1st, comes at a time when retailers are busy preparing for the festive period. They have limited time to oil their proverbial machines and ensure a seamless and positive shopping experience, especially as customers navigate the often panic-inducing task of holiday gift buying. To mark CX…

Customer expectations are at an all-time high. The facilitation of near-instant gratification has led to reduced consumer patience and more frequent temper tantrums. Though no-wait resolution is a common expectation from customers seeking support, delivering abuse to contact center agents shouldn't be the default response to an imperfect interaction. Unfortunately, a recent study found that…