customer service
The Evolving Role of Empathy in Customer Support
A positive customer experience can significantly impact a company's performance, enhancing brand reputation…
White House Hits Back at Corporate ‘Tricks and Scams’ With Pro-Shopper ‘Time is Money’ Initiative
The new Biden-Harris initiative takes on fake reviews, suspicious subscriptions and the dreaded customer…
Are You Maximizing Personalization to Drive Customer Loyalty?
Celigo's Mark Simon outlines strategies and tactics to get the most out of the data you have.
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How Retail Call Center Business at Liveops Jumped 100% in 2020
Greg Hanover, CEO of LiveOps, touts the company's Uber-like call center model, which enables it to quickly…
Why Mitigating Apparel Returns Starts at the Product Description
In-depth customer reviews and UGC are crucial to reducing returns—39 percent of shoppers returned an item…
What Facebook’s CRM Acquisition Could Mean for Apparel Retailers
With Kustomer, Facebook's commerce push extends to customer service, where agents can personalize…
How Clienteling Can Drive Omnichannel Sales During Covid-19
Store associates have the potential to be a valuable resource for customer engagement across channels.
Survey: Consumers Would Switch to Brands That Text Back
The popularity of text-only communication extends past the social world and into the field of…
Nordstrom Brings Neighborhood Market to Manhattan With New Flagship and Two Local Hubs
Nordstrom has big plans for its women's flagship opening in New York City in October, and some think it could…
How Rhone Looks at Sourcing, the Trade Spat and Owning its Mistakes
Chief product officer Kyle McClure shares how men's wear startup Rhone thinks about sourcing and converting…
Customer Service Value Has Increased Substantially Amid Consumer Shifts
Customer service, whether it's in-store, online or over the phone, is exploding in value as consumers grow…
Digital and Physical Customer Service is Vital for In-Store Sales
Retailers could weather the Amazon storm, provided they can commit to high-level customer service.
Here’s How Chatbots Can Help With the Heavy Lifting in E-Commerce Customer Care
When inserted at strategic points in the customer journey, chatbots can make the difference between…
A Third of Consumers Say Retail Chatbots Interactions Would Up Their Spending
Nearly a half of consumers would shop more often—and more than a third would increase their spending—with…
How Artificial Intelligence-Enabled Customer Service Could Resurrect Brand Loyalty
Retailers are ramping up the use of AI through chatbots, messaging and voice to boost brand loyalty and…