customer service

How Retailers Can Satisfy Demand for Instant Gratification

During the COVID-19 pandemic, homebound consumers became digital-first natives as they turned to self-service channels to manage their lives and satisfy their…

Fabletics to Open 30 Stores in 2022, Hold Belated Grand Openings for 22 Existing Stores

Fabletics will open 30 new store locations in 2022 as it continues building out its omnichannel presence. The retailer also will celebrate…

Making Fulfillment a Revenue Driver: 6 Ways Design and Tech Can Collaborate

In the pandemic’s wake, many retailers set up flexible fulfillment services in order to meet new safety guidelines and consumer requirements. From…

Netomi Helps Retailers Automate Customer Service Inquiries with AI

AI-based customer service platform Netomi aims to help retailers deliver high quality experiences for shoppers while reducing costs. The solution is designed…

4 Tips for Staying Ahead of Retail Competitors

As M+A activity continues, convenience retailers are experiencing increased pressure to maintain market share. That pressure is driving technological advancements and innovation…

What all Retailers Should Know About Outsourcing Customer Service

As your business grows, so too will the customer support tickets, making it critically important that you scale your support team alongside…

4 Imperatives for Impactful Store Design

The pandemic has changed the in-store experience, possibly forever. After spending months with home delivery and curbside pickup as the norm, shoppers…

Amazon Wants to Help U.S. SMBs Sell Abroad — on Amazon, of Course

This year Amazon overtook Walmart to become the biggest retailer in the U.S. — but the fact is, Amazon is a big…

Zoom Acquires Five9 for $14.7B to Bolster Customer Service Offerings

Zoom Video Communications has agreed to acquire Five9, a provider of cloud-based contact center solutions, in an all-stock transaction valued at approximately…

The Future of Customer Service: How Ticketing Systems, Content and Chat Are Changing the Game

Thoughts of poor customer service probably ring a bell in your own mind, and these opinions are hard to change — but…

The Retailers Creating ‘The Offer you Can’t Refuse’ for Customers

Retail is always a fascinating industry to watch. It is cutthroat, competitive and fast-moving, and that means it is also often a…

How The COVID-19 Crisis Impacts The Employee-Customer Relationship And How To Keep It Strong

For decades, the ‘Service-Profit Chain’ concept that engaged employees led to satisfied customers and ultimately, greater profitability, has been widely accepted and…