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Generative AI in Customer Service: A Balanced Blueprint

| Rebecca Jones

Customer service is crossing a new horizon. For leaders ready to adopt generative AI but unsure where to start, there’s a perfect testing ground: your employees. Starting with internal people and operations will produce lessons and develop processes leading to immediate, impactful results when directed toward customers. Generative AI is set to take things to a whole new level; these practices will help.

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The Manufacturer-Retailer Relationship: Collaboration Breeds Success

| Kristin Naragon

The dynamics of the manufacturer-retailer relationship are complex and subject to power shifts. Where retailers often excel at customer loyalty, recognition and retention, manufacturers control stock availability and product development. As customers continue to demand innovative digital experiences across a growing number of channels, effective communication and collaboration is crucial.

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How Generative AI Wins Shoppers, Converts Browsers

| Chinedu Eleanya

Despite concerns about what generative AI heralds for society and humankind, in the form of warning letters from prominent tech executives and academics, many consumers are excited about the prospects for the technology. Like every technology-driven shift in commerce, smart merchants will take a customer-first mindset when evaluating available generative AI solutions and investments. 

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Call Center Security Equals Customer Satisfaction

| Mishel Mejibovski

Effective customer data management is par for the course in the call center, so data protection is critical. Unfortunately, traditional browsers often lack necessary security controls, leaving data significantly vulnerable to cyber threats. You need a solution that not only provides necessary security controls but also enhances the UX while streamlining processes to increase productivity and efficiency.

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5 Tips for Improving Holiday Customer Service

| Owen Campbell

Newsflash: ecommerce is on the rise, even if there has been a bit of a pullback lately, and the peak of the holiday season is now upon us. As activity ramps up, so does the demand for high-quality customer service. These 5 tips will help you keep on top of the increased inquiry volume and provide the best CX possible this holiday season.

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5 Ways Retailers Can Add Value to Their Customers

| George Chang

To generate sales without cutting margins and avoid partaking in this race to the bottom, retailers should think about how else they can offer value to their customers. A sure-fire way that retailers can do this is to provide a service that shoppers cannot get elsewhere and are willing to pay a premium for.

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Freight Forwarders, Shippers: Creating Long-Term Relationships

| Brian Glick

Freight forwarders who excelled as partners during crisis points will be well positioned to turn recent first dates with shippers into long, beautiful relationships. They have been using tech to create efficiencies that allow them to devote time and attention to stellar customer service over the past two years when business was tough.

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Top 3 Customer Service Predictions For 2022

| Liz Tsai

Technology, whether through automation or personalized chat settings, was a major trend in customer service during 2021. While it takes a careful balance of implementation, technology can pave the way to new, beneficial customer service practices, many of which are coming to fruition. Here are three trends to watch in 2022.

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Customer Service: 3 Golden Rules for 2021

| Greg Hanover

Delivering a prime customer service experience is not just about having enough staff or responding in a timely and efficient manner. Customers have options, and in order to keep customers in your corner, you have to ensure that the customer service team is not only strong, but supported, informed, and experienced.

Kustomer Acquires Reply.ai, Enhancing AI, Machine Learning Capabilities

| Mike O'Brien

Kustomer, an up-and-coming cloud-based CRM platform for hot DTC brands like UNTUCKit, ThirdLove and The Farmer’s Dog, has acquired Reply.ai, which uses AI and machine learning to improve agent efficiency by deflecting customer queries through chatbots and widgets. The two have worked together on CRM integration projects.