Customer Service News
Consumers loving AI, more critical of engagement efforts
February 27, 2023
Consumers are more critical of customer engagement in the past year and not agreeing with high marks some brands are awarding themselves when it comes to…
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Customer agents know product, but personalization lacking
February 27, 2023
A good majority, 91%, of customer agents are offering in-depth knowledge of products, but way less, 34%, are providing a personalized experience.
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Quality Mart deploys pick up, delivery options
February 27, 2023
Quality Mart, a convenience store retailer, is offering customers the ability to order ahead for pick up or delivery at five stores in Winston-Salem, North…
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Home Depot boosts hourly pay with big investment
February 24, 2023
Home Depot will increase its average hourly starting salary to $15 an hour with an investment of $1 billion.
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Retail customers ignored during 2022 holiday season
February 9, 2023
Nearly a third of retailers, 28.5%, turned off live chat during the 2022 Black Friday to Cyber Monday weekend, and 40% of pre-sale emails sent to brands by…
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Cole Haan taps Aptos One for modern store experience
February 9, 2023
Cole Haan, a footwear and lifestyle accessories brand, is deploying the Aptos One platform to gain greater flexibility in order to deliver new innovations and…
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Fashion brand taps Forter for better efficiency, payment processing
February 7, 2023
ChicMe, a Geeko Tech fashion brand in North America and Europe, is deploying Forter's Trust Platform for digital commerce in a quest to improve payment…
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Chatbot gets failing grade in CX survey
February 7, 2023
Many companies are failing to deliver a positive chatbot customer experience and more than half of customers view a positive or negative chatbot experience as…
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Shopping wait time impacting retailer revenue
February 1, 2023
The cost of a shopper waiting in line at a physical store is having a negative impact on company revenues, according to 92% of retailers polled in a research…
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Lululemon teams with Nedap Retail to boost omni-guest experience
January 31, 2023
Athletic apparel retailer lululemon is partnering with Nedap Retail, an RFID solution provider, to boost the omin-guest experience across its 600-plus stores…
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Walmart teams with Salesforce on pickup, delivery solutions
January 30, 2023
Walmart Commerce Technologies is teaming up with Salesforce to provide retail customers with more convenient and frictionless pickup and delivery experiences.
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Walmart boosting hourly pay
January 25, 2023
Walmart is increasing its U.S. hourly wage, from $12 an hour to $14.
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Auto parts e-retailer taps Algolia for better search functionality
January 13, 2023
Mister Auto, a global e-commerce auto parts seller, is deploying Algolia's API-first platform for search and discovery to boost the customer experience.
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Orlando Terminal C debuts interactive experience
January 13, 2023
In partnership with Gentilhomme, the primary contractor, along with RealMotion and Smart Monkeys Inc., Orlando airport's Terminal C has unveiled a 360-degree…
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Delta launches Wi-Fi as free service
January 9, 2023
Delta Air Lines is upping the customer flight experience by deploying free Wi-Fi to most of its fleet by early February. "It's going to be free, it's going…
read nowDoorDash debuts package pickup service
January 6, 2023
DoorDash is launching a pick-up service after piloting the service in the spring of 2022.
read nowUK retailer taps Emplifi for virtual live customer care
January 4, 2023
Currys plc, an electrical retailer in the U.K., is deploying the Emplifi Live Advisor to provide customers live customer care on demand.
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Abercrombie & Fitch expands pickup locations
January 4, 2023
Apparel retailer Abercrombie & Fitch has expanded pickup locations for U.S. e-commerce shoppers as part of an effort to broaden its fulfillment…
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Chatbots proving frustrating to consumers
December 14, 2022
A hefty majority, 80%, of consumers report higher frustration levels when it comes to using customer service chatbots, while 72% stated using a chatbot for…
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H&M slashing workforce to cut costs
December 6, 2022
Fashion retailer H&M plans to eliminate 1,500 job, across its global workforce in an effort to trim costs and boost efficiency.
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