Higher sales with self-service materials and chat
What awaits retailers after the first Corona year?
M&S launches contact-free bra fit service in England & Wales
Responses to queries on social media impact service quality perception
How you can effectively respond to negative reviews and use them to be a benefit to your company
A strategic and cross-channel approach to handling negative customer experiences
E-Commerce Shipping Study 2020 by parcelLab
Chatbots and AI virtual assistants automate customer service
ESL results in time savings for employees and creates a positive customer experience
The E-commerce Berlin Expo 2019 gathered more than 55000 visitors, 150 exhibitors and 45+ speakers taking part in the annual fair. The numbers speak for themselves - EBE has become one of the most important e-commerce events in Europe. However, ...
A pilot project initiated by the system integrator xplace and Saturn addresses how information about customer behaviour in bricks-and-mortar retailing can improve service quality. The pilot is initially being run in the Saturn markets Berlin ...
Customers rarely shop alone. Most of them shop with family or friends. The other person might not always be in a good mood, patient or friendly. Can the salesperson simply ignore the other person in these instances? How should he or she handle this ...
UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to the 2019 Eptica Digital Trust Study.Trust is increasingly central to customer relationships. 89 percent of ...
Discrimination endured by black shoppers forces them to downplay their race or shy away from an activity among the most common and celebrated in American culture, according to new research. The study, "Shopping While ...
Consumers increasingly want to use chat for customer service – but companies are failing to meet their changing expectations. Nearly three quarters (72 percent) of consumers say a good chat experience will make them more loyal – however ...
They fit onto the smallest sales floors and are still able to show the entire product portfolio: virtual shelves. That is also why they have become increasingly popular over the past three years. Retailers like EP: and Knauber also rely on this ...
Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study.
Sooner or later, we all need to use it ... the restroom. And especially during a longer shopping trip in town. Yet many retailers don’t provide restrooms for their customers. Understandable but in the future a potential service shortfall that ...
When consumers have issues with a product today, they want to contact customer service via a channel that is easiest for them to access in case they have a problem or question. What’s crucial for companies: the quality of service needs to be ...
Eckoh announced today that it has been selected by The Co-operative Group to provide its secure payment solution, CallGuard. CallGuard will be implemented throughout The Co-operative Group's contact centres in its Electrical, Legal ...
The latest LoyaltyOne, Verde Group research suggests that mass merchandisers should go back to school for a refresher course in securing repeat business from consumers who shop for households with children under 18. A nationwide survey of 2,500 ...
Almost half (47%) of UK adults online admitted to experiencing problems with online orders in the last 12 months, according to the JDA/Centiro ‘Customer Pulse 2015’ Report. Of those shoppers who had experienced problems, nearly half ...
Conversocial, a leading provider of cloud-based social customer service solutions, today announces that it has been selected by beauty subscription service, ipsy, to manage social media workflow across customer service and to empower social customer ...
Not being understood and companies that fail to acknowledge their feelings are the biggest consumer frustrations when dealing with brands through digital channels. 78% of UK consumers surveyed in Eptica research ranked getting a response ...
As part of a new partnership, Bluegrass Cellular, Inc. has chosen iQmetrix's RQ Retail Management System to enhance their retail operations. Bluegrass will be launching the full RQ suite across their entire retail channel. Bluegrass ...
UK brands are failing to improve the customer service they offer, answering under half (48%) of questions asked via the email, Twitter and web channels, according to a new study. Twitter is coming of age as a customer service channel with ...
We are all now customer service representatives, with most of us preferring to resolve issues with companies by heading online to find similar experiences and opinions - even after we've bought something - a new study from Aspect Software ...
Davaco, Inc., the North American leader of high-volume programs for retail, restaurant and hospitality brands, announced that the company will be celebrating its 25 years in May, 2015. "We are honored to be a part of our clients' ...
Within every consumer is primarily a human being: when architect Christoph Lay talks about his ideas for store design and concepts, you quickly realize that a store doesn’t just have to visually need to keep up with the times, but that a ...
Consumers confirm they’re being let down when it comes to experiencing a consistent, positive and true to brand value experience across the multitude of channels available to them. In a thought leadership and research report commissioned by ...
The UK’s 50 busiest e-tailers had website load times three times slower than the industry standard during Q1, according to NCC Group’s quarterly retail benchmark report. Data from the global information assurance firm revealed the ...
Savvy British families may well be in the midst of a mobile tech revolution,but the same cannot be said for many of UK’s retailers, according to new research from global retail technology company Omnico Group. Omnico’s survey ...
Retail hardware solutions are becoming more and more complex, and maintenance more elaborate –regardless of whether it is a checkout, a scale, a kiosk terminal or a mobile scanner. This also increases demands on manufacturer services. After ...
What services do retailers expect from their IT service provider today? In this interview, Wolfgang Künkler, VP Product Related Services at Wincor Nixdorf, explains how maximum availability of POS systems and thus a cost-effective operation can ...
Hardware and software solutions for retail are becoming more and more complex. Although this also makes them achieve much more, it places new demands on maintenance and service by manufacturers. In this interview, Dr. Dieter Neumann, CEO of Acteos ...
Acuative, a leading provider of innovative retail technology services, products, and solutions, today announced the release of ValuNet Field Pro Maintenance. Developed specifically for the retail sector, ValuNet Field Pro offers a seamless field ...
