Customer Service

Inflation is hitting record highs, with prices rising by over 8.5 percent compared to last year. Key sectors such as food and gas are leading the trend with double-digit price increases, but all retail categories have been impacted. In this environment, customers are often unpredictable, more sensitive and more demanding. Pleasing the customer is essential…

How retail brands handle the influx of customer support inquiries during another record-shattering back-to-school (BTS) season will make or break Q3 and beyond. According to the National Retail Federation (NRF), BTS spending will match 2021’s record high of $37 billion. You may be thinking, it’s August, it’s too late, school is back in session. However,…

Selecting the right customer service outsourcing partner is key to success. Cost and customer experience are likely at the forefront of your mind as you solicit support, but security should be as high of a priority to consider in the decision-making process. Cyber attackers are getting smarter, which means retailers also have to weigh risks…

Managing an efficient customer service team is a challenge, even in relatively quiet times. However, the job gets far more complex when a crisis hits. Managers can foresee some fluctuations in staffing — like during the holidays — but the true test of a retail service center’s strategies comes when an unexpected event forces the…

Your brand’s customers are getting sick of artificial intelligence, chatbots and automated experiences. Automation isn’t the enemy, but we’ve gone too far; 75 percent of customers want to interact with a real person more as technology improves.

After all the recent upheaval to the retail industry and heightened consumer expectations, omnichannel retailers are looking for ways to future-proof their customer experience (CX) strategies to ensure they’re not caught flat-footed again. Customer experience automation, which leverages digital workers to assist customers in accessing product and order information in real time from pre-purchase through…

It's no secret that exceptional customer service is key to customer retention, loyalty and, ultimately, achieving business goals. When trying to elevate the customer experience, businesses are starting to look outside the box. In fact, business leaders are starting to look on the inside. Emotional intelligence is the capacity of individuals to recognize their own…

Forward-thinking retail organizations across the globe understand that nurturing the customer experience goes beyond the initial sales engagement. The importance of visibility into the customer journey and the seamless integration with manufacturers are vital as customer expectations rise. In fact, when it comes to making a purchase, 64 percent of people find customer experience more…

While consumer expectations for effortless, personal and speedy interactions with customer service agents have been steadily on the rise, these expectations have increased even more since the COVID-19 pandemic, as the shift to digital has accelerated. A company with artificial intelligence (AI)-first customer experience at its core, we at Netomi were keen to dig deeper…

Customer perceived value is an oft-used term in marketing that looks at how consumers view services and judge their value. Additionally, customer-perceived value looks at the ability of a business or sales team to adequately meet customer needs and/or expectations. To truly understand and maximize customer-perceived value, businesses must accumulate insights from all customer conversations…