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A collection of news, articles and other featured content about Customer Service.

Best Buy CEO Discusses the Retailer’s 3 Biggest COVID-Induced Disruptions

At CES 2021, Corie Barry laid out the three biggest operational challenges brought on by the pandemic and how the retailer seamless met them as well as its plans for a post-COVID world.

6 Ways to Hold Onto Those New Pandemic Customers

To ensure these relationships last well beyond a few convenient transactions today, e-commerce providers should consider segmenting customers according to their engagement behavior.

Connecting with and capturing the attention of customers amid a sea of shopping options is a near-impossible feat, but with clienteling technology and fresh customer data at their fingertips, retailers can set the standard for rewarding and memorable experiences.

RIS’ third annual startups feature examines retailers that caught the eye of our editors for being exceptionally innovative and solving problems for consumers at a time when they need solutions the most.

Verizon already had a tech-savvy approach to retail before the health crisis unfolded, but now, more than 87% of the retailer's transactions include an element of its Touchless Retail experience. RIS talks with Krista Bourne, SVP Sales and Operations, Verizon Consumer Group, about the launch and tech involved.

Despite global retail operations, including UGG stores and e-commerce, Deckers Brands set out to “get it right for customers, every contact, every time.” RIS talks with Deckers’ customer care director Bryan Riter in this Q&A to learn how a tech overhaul helped the retailer improve customer satisfaction 5%, putting it at 91%, utilize more efficient channels like Chat and SMS to empower agents, and truly provide a first call resolution.

RIS' annual look at the industry's best solution providers based on customer satisfaction rankings from hundreds of retailers. Where did your trusted vendors rank?

Retailers who are looking to assuage customer fears about in-person shopping can look to the best practices that airports have implemented and adapt some of those same policies for their own locations.

Convenience chain Yesway is determined to make its way during this turbulent time with a relentless focusing on its brand promise of keeping stores going 24/7.

A new survey reveals how holiday shopping behaviors will be different this year, as consumers blend a variety of digital and omnichannel shopping options to get the safe and engaging shopping experiences they desire.

For DTC retailers, it’s not enough to have the right product at the right time — not unless you want to become a one-hit-wonder cautionary tale. Learn how Rothy's is investing more heavily in data and analytics to measure customer engagement and amplification.

To stand out in a vast sea of options, retailers are using clienteling technology to connect with consumers and deliver the personalized assistance that converts shoppers into repeat buyers — even if that encounter is now conducted at a distance.

What is the retail future state? And how can retailers best invest to ensure they are among the winners once the health crisis is safely in the rearview?

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