How a retailer handles its customer interactions – responding to issues, answering questions and updating a status, to name a few common examples – is a critical function for cultivating brand loyalty and driving sales.
And fast response times are table stakes as well. But often, customer support agents are handicapped by a lack of visibility into a customer’s information across channels and the history of interactions.
JOANN Stores, a specialty retailer of crafts and fabrics, has seen better and faster issue resolution by upgrading its customer care platform. Ruth Jones, manager of customer care for JOANN Stores and Mike McCarron, VP of customers for Gladly, talk about how JOANN improved its customer care metrics, including reducing email backlog and speeding up response times, in this MCM CommerceChat podcast.