Customer Experience Articles

  Nearly everything about the retail shopping experience has changed since the pandemic. One of the biggest differences is the way customers receive their items. Rewind to a year ago to compare. Customers primarily used two channels: buy online and have products...

Retailers are Suffering From Long Wait Times and Decreased Sales During the Pandemic. Using Live Chat Can Help Close the Communication Gap, Increase Customer Satisfaction, and Drive Future Purchases. The coronavirus pandemic has had a massive impact on life as we know...

Just as Important as Taking the Right Steps This Holiday Season is Avoiding the Wrong Ones. In such a unique year, the risk of errors in judgment or poor strategic choices are amplified. An already thin margin for error for most retailers has become vanishingly small....

How Can Retailers Take the Customer Experience Lessons of 2020 and Apply them to the coming Holiday Season? To date, the effects of the pandemic have not been spread equally among retailers. Some are thriving, while others struggle to stay afloat.  Analyst firm...