Thanks to social media, customer reviews, and other tools that give consumers the power to shape brand dialogues, companies have had to improve how they deliver service. Increasingly, expectations for customer service are extending beyond traditional call center and support experiences to include in-store support, delivery, and product consultation. According to a recent report from Constellation Research, five trends are shifting power to retail consumers. These trends have key implications for brands.
Posted December 04, 2015
With Black Friday and Cyber Monday right around the corner, companies expect more transactions to occur through mobile devices. Last year, mobile commerce accounted for 22.56 percent of online sales in November and December, and 27.91 percent of Black Friday sales, according to the 2014 IBM Experience One U.S. Retail Online Holiday Shopping Recap Report. This year, the number will likely surpass 30 percent, and as mobile secures its position as a key channel for online retail, retailers should consider stepping up their mobile customer support.
Posted November 13, 2015
A Q&A with Aircall founder Olivier Pailhes, whose solution enables the mobile customer service agent.
Posted September 25, 2015
Apps that provide support are becoming essential across industries.
Posted September 18, 2015
The company's mobile app is turning heads in the fast-food industry.
Posted April 17, 2015