Well, I read that autumn just began this week though I’m not so sure given the recent heat wave in the Bay Area! While the Northern Hemisphere might be inching its way out of summer doldrums, it appears that omnichannel customer service is not getting out of it, according to the recent Forrester survey of 10,000 consumers, sponsored by eGain. Here are some details on the doldrums. A majority of consumers rated customer service as “about the same” or “worse”…
Search for “Sofa with foot-rest” on a furniture retailer’s website. Get asked: Were you looking for sofa with forest? Isn’t it a delightful experience – for masochists.
Wonder why your product returns are up? Hint: Hot weather in Timbuktu could spur job growth in Michigan!
You know what the link is between the ability of your contact center (and web self-service site) to solve customer problems and the rate of product returns? Knowledge management and findability.
With a shopper engagement hub, you can thrive on Black Friday, Cyber Monday, and even Social Saturday, Tablet Tuesday, or Anything Any day
If you are a retailer, why would you not want your cash register to ring loudly on any one of these days—Black Friday, Cyber Monday, or Anything Any day?
If your DVR has been malfunctioning lately, you might have actually seen some TV ads rather than skipping them with a vengeance. Ergo, I happened to see an ad that featured Sam Jackson, getting impressed with Siri. Sam, I invite you to take a look at our virtual assistant (or chatbot). Sure, Siri is a fun toy that can do some simple things—read off your iPhone calendar, tell you about the restaurants near your home in Beverly Hills, provide a voice…