Customer Service

In 2022, 69 percent of Americans shopped online, and 25 percent of Americans shop online at least once per month. It's estimated that digital spending grew by about 6.1 percent in 2022 compared to the year prior. The most recent data shows consumer spending rising this past holiday season as well, a positive sign for the…

Today, many consumers are struggling financially on some level. This is forcing retailers to keep "share of wallet" top of mind. However, staffing shortages in stores, back offices, and contact centers are giving retailers a run for the money, thwarting efforts to provide exceptional customer experiences. Verint conducted an online survey of 2,000 U.S. consumers…

Variability and change across the retail industry, including smaller margins and rampant inflation, are leading retailers to continually look for ways to elevate customer experience. Consumers, like brands, are experiencing higher costs of living and tightening their budgets in response. As a result, it’s becoming increasingly important for brands to differentiate themselves from the competition…

The combination of ongoing global inflation, economic uncertainty, and supply chain woes create a potentially mixed bag for the retail industry in 2023. How will this environment affect consumer behavior and spending? A recent Deloitte survey revealed that shoppers plan to spend most of their budgets in online channels. This finding echoes McKinsey’s holiday prospectus,…

With economic uncertainty and the ongoing pandemic, many people — including retailers — were ready to leave 2022 to the history books. Looking ahead to this new year, retail trends that surged during the pandemic, like the rise of e-commerce, will continue. Recovery from the disruption caused by the pandemic will force retailers to get…

Omnichannel shopping’s rise in popularity is causing customer behavior to shift rapidly. Customers are engaging at more touchpoints and expecting more from their interactions, with 73 percent of shoppers regularly using multiple channels whenever they shop. Retailers successfully engaging shoppers across the spectrum will find themselves far ahead of the competition. The shift towards a…

With unprecedented worker shortages coupled with a surplus of inventory, retailers are bracing for a challenging start to the new year. While Black Friday discounts (that seem to creep earlier and earlier before Thanksgiving every year) incentivize consumers to a certain extent, many retailers are finding themselves strapped for customer service and sales staff —…

Contact center analytics are vital to improving the retail customer experience. As data flows in, customer experience leaders are flooded with information that can be hard to understand. For businesses to move forward, there are six essential contact center analytics they must efficiently collect, understand, and use to improve operations and the customer experience. 1.…

How do you keep your online customers coming back after the initial appeal? While retailers hook new e-commerce customers with product-market fit, flashy advertising, and spot-on messaging, more than half of shoppers buy from the retailer again if they experience first-rate customer support. How can you provide this competitor-differentiating customer care? Here are our best…

How willing are your customers to recommend your business to their friends, family and co-workers? Two-thirds of Fortune 1000 companies measure this dynamic. The metric is called a Net Promoter Score (NPS) and online retailers covet a high ranking. Customer acquisition is challenging. It takes time and money to acquire new customers and to develop…