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.

Handling Your Ecommerce Operations During the Coronavirus Pandemic

| Brian Barry

Many ecommerce companies are trying to stay open while keeping their employees and customers safe through the coronavirus pandemic. Others have temporarily shut down and are thinking about how and when they can reopen. Here are some things to keep in mind based on our consulting work with retail and wholesale companies.

MCM CommerceChat Podcast

How JOANN Stores Upped Its Customer Service Game

| Mike O'Brien

JOANN Stores, a specialty retailer of crafts and fabrics, has seen better and faster issue resolution by upgrading its customer care platform. Hear how JOANN was able to improve its customer care metrics, including reducing ticket backlog and speeding up response times, and boost its NPS scores, in this MCM CommerceChat podcast.

Insourcing vs. Outsourcing Customer Care: The Pros and Cons

| MCM staff

To outsource or not to outsource customer care, that is the question. And unfortunately, the answer is a resounding, “it depends.” Colin Taylor, CEO at Taylor Research Group, and William Pocock, senior operations manager for Dick’s Sporting Goods, suggested 8 steps to help merchants frame up the decision.

New Study Reveals Brands Aren’t Meeting Customer Expectations

| Daniela Forte

Consumers are giving brands a huge thumbs down when it comes to the overall shopping experience. According to a new study from Oracle and Customer Bliss, an overwhelming 82% of respondents said they had a disappointing or upsetting shopping experience, and 78% said they had been dissatisfied with a customer service experience.

10 Tips for Balancing Self-Service, Hands-On Customer Care Support

| MCM staff

Consumers are getting better at navigating ecommerce on their own. But not every feature of customer care can or should be automated, leaving merchants to figure out where to lend hands-on support, and what to make self-service. An expert panel at Ecommerce Operations Summit 2019 provided 10 tips to help you navigate this issue.