The Changing Face of Retail: How Will Customer Service be Affected?

Posted by Rachel Brink on May 19, 2015 8:56:02 AM

The retail industry has undergone a long list of changes over the past decade, as technology and consumer preferences continue to rapidly evolve. What was once an industry largely centered around brick-and-mortar store locations, the rise of Internet, multichannel communications, and SaaS solutions has quickly expanded retail into the virtual world. To put it into perspective, online retail is currently growing at a global rate of 19% per year. And as this has happened, brick and mortar store locations have slowly diminished—in fact, the amount of retail space opened annually has dropped from over 300 million sq. feet in 2010 to 43.8 million in 2013. And as consumers become increasingly connected, informed, and time sensitive, retailers have been forced to reevaluate their business processes/operations, shopping channels, and technology to meet the changing expectations of today’s tech-savvy shoppers.

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Topics: customer service, multichannel contact center, call center software, multichannel communications

Incorporating real-time chat in your customer service initiatives

Posted by Kristen Braun on Apr 30, 2015 12:38:57 PM

We all remember the early forms of chat: AIM Messenger and high maintenance chatbots or “virtual agents” that frustrated consumers 20 years ago. In a world where immediacy is almost necessary, and many customers are on the go, real-time chat has become a mainstream form of communication and more prevalent in customer service platforms, especially in the contact center world. Whether it be texting, instant message chats through email, Skype, and even Facebook messenger, this type of communication is often utilized daily by customers, and often from their smart phones. So what are the benefits of this “new chat” and why should you reevaluate this form of communication?

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Topics: multichannel contact center, chat, multichannel communications, real-time chat

Are Multichannel Communications Making Voice Irrelevant?

Posted by Rachel Brink on Apr 17, 2015 1:03:40 PM
Multichannel customer care, or the act of offering support across multiple communication channels, has become the latest standard with 74% of surveyed consumers using at least three channels when interacting with any enterprise (voice, email, text, chat, or social media). As a result, the importance of providing and maintaining an updated multichannel platform will likely be a key driving force and competitive differentiator for many businesses concerned with staying relevant and reachable.  
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Topics: multichannel contact center, multichannel call center, multichannel communications

Where does multichannel communication currently stand?

Posted by Rachel Brink on Apr 8, 2015 9:45:07 AM

Contact channels other than the phone (email, self-service, chat, etc.) currently account for over 30% of customer service engagements. And 76% of today’s consumers want to use 3-4 channels when communicating with businesses. But despite the apparent demand for an efficient multichannel customer care strategy, contact centers still aren’t delivering on consumers’ expectations.

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Topics: multichannel communications

5 Easy Ways to Personalize Your Customer Service Experience

Posted by Rachel Brink on Jan 16, 2015 9:03:40 AM

“It’s not personal, it’s business,” or so the saying goes. But today, everything is personal – or at least it should be given the growing emphasis and importance on personalizing each customer engagement. In fact, a recent study by Forrester Research and Salesforce listed “Personalizing Customer Service Interactions” as one of the key trends facing customer service organizations.   And with more than 70% of executives believing personalizing the customer relationship is of strategic importance, its no wonder its driving the way organizations currently target and service their customers. And there is no denying the results.

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Topics: customer service, call center, crm integration, contact center, contact center solution, customer experience, customer relationship, multichannel communications, personalizing customer service, personalized customer service

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