Customer Service

More than ever before, artificial intelligence (AI) is being used as a way for people to communicate with brands. Retail companies in particular are turning to AI-powered chatbots as a critical part of their tech stack to deliver mass precision reach and a superior customer experience. In fact, retail is expected to overtake banking to…

It’s no surprise that retailers have long been witnessing a sharp decline in customers who visit their brick-and-mortar stores — even the big-name behemoths. Still, data shows that physical stores still account for 90 percent of all retail sales in North America. What accounts for this disparity? Millennials (yes, we can blame them for this…

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…

The retail arm of CVS Health has launched four pilot stores featuring a new in-store beauty format called BeautyIRL, according to a report published by WWD. Currently, two BeautyIRL test stores are located in Florida, and the others are in Andover, Mass. and Stamford, Conn. The new stores offer brands not typically associated with mass market…

In this webinar, we will share results from Holiday 2017 and discuss what you need to do now to prepare for the 2018 holiday season.

While good products and good prices are important, the customer experience matters most. That’s the message from a new survey of more than 8,000 global consumers conducted by Medallia and Ipsos. Overwhelmingly, consumers say they’re more likely to purchase products or services based on positive customer experiences. In fact, according to the survey results, positive…

The back-to-school (BTS) shopping season is well underway — thanks in part to Amazon Prime Day — with 29 million households across the U.S. planning to spend a total of $27.6 billion on supplies in 2018. The BTS season is the second biggest shopping season of the year (after the holiday shopping season, which brought in…

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…

To make the most out of this holiday season, Alliance Data’s 2018 Holiday Retail Outlook report suggests retailers need to leverage loyalty during the holidays and beyond, understand that the customer is the only channel that matters, and must maximize mobile micro-shopping moments. The report also reveals that shoppers expect in-the-moment customer service, therefore retailers must optimize the in-store experience to take advantage of this trend.

It wasn’t long ago that running out of a key ingredient for dinner meant rushing to the market, hoping for a short line, and getting home in time to get the food on the table. Just a few years ago, shopping for something more personal, like a watch, took you to every jewelry store in…