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Social</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Sprinklr Insights</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Sprinklr Marketing</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div><div class="border-t border-gainsboroGray pt-6"><div class="text-tablet-sm/overline-4-bold desktop-lg:text-desktop-large/label-1-bold uppercase text-mediumGrey mb-[18px]">Self-Serve Offerings</div><div class="flex flex-col gap-y-[18px]"><a href="/products/social-media-management/self-serve/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Social Self‑Serve</span></a><a href="/products/customer-service/self-serve/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Service Self‑Serve</span></a></div></div><div class="border-t border-gainsboroGray pt-6"><div class="flex flex-col gap-y-[18px]"><a href="/products/digital-twin/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Digital Twin</span></a></div></div><div class="border-t border-gainsboroGray pt-6"><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Sprinklr Platform</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="h-5 flex-none me-3"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Service</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/customer-service/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/customer-service/inbound-voice/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Inbound Voice</span></div></a><a href="/products/customer-service/outbound-voice/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Voice</span></div></a><a href="/products/customer-service/social-media-channels/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/products/customer-service/livechat/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Live Chat Support</span></div></a><a href="/products/customer-service/community-forum/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Communities</span></div></a><a href="/products/customer-service/conversational-ai/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational AI Platform</span></div></a><a href="/products/customer-service/conversational-ivr/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational IVR</span></div></a><a href="/products/customer-service/knowledge-base/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Knowledge Base Software</span></div></a><a href="/products/customer-service/agent-console/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified Agent Desktop</span></div></a><a href="/products/customer-service/agent-assist/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Agent Assist</span></div></a><a href="/products/customer-service/omnichannel-routing/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Routing</span></div></a><a href="/products/customer-service/quality-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI-Powered Quality Management</span></div></a><a href="/products/customer-service/supervisor-console/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Supervisor Console</span></div></a><a href="/products/customer-service/conversational-analytics/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Analytics</span></div></a><a href="/products/customer-service/workforce-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Management</span></div></a><a href="/products/customer-service/analytics-and-reporting/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Reporting and Analytics</span></div></a><a href="/products/customer-service/omnichannel-survey/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Surveys</span></div></a><a href="/products/customer-service/guided-workflow/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Guided Workflows</span></div></a><a href="/products/customer-service/service-command-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Service Command Center</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 50 45" class="h-5 flex-none me-3"><g clip-path="url(#social_svg__a)"><path d="M18.83 2.901C8.436 2.901 0 11.354 0 21.788c0 10.435 8.435 18.869 18.83 18.869 10.397 0 18.832-8.452 18.832-18.869S29.227 2.901 18.83 2.901Zm0 7.263c2.609 0 4.713 2.127 4.713 4.722 0 2.595-2.122 4.721-4.712 4.721s-4.712-2.126-4.712-4.721 2.122-4.722 4.712-4.722Zm0 23.23a12.747 12.747 0 0 1-9.082-3.785l1.511-3.514c1.349-2.83 4.227-4.794 7.554-4.794a8.361 8.361 0 0 1 7.554 4.794l1.51 3.514c-2.32 2.325-5.52 3.785-9.064 3.785h.018ZM42.556 45c2.98 0 5.396-2.42 5.396-5.406a5.401 5.401 0 0 0-5.396-5.407 5.401 5.401 0 0 0-5.396 5.407 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m41.036 38.498.021-.029c.42-.568.3-1.37-.268-1.79l-7.998-5.923a1.275 1.275 0 0 0-1.786.268l-.021.03c-.42.568-.3 1.369.268 1.789l7.998 5.924c.567.42 1.367.3 1.786-.269ZM44.607 10.813c2.98 0 5.395-2.42 5.395-5.407A5.401 5.401 0 0 0 44.607 0a5.401 5.401 0 0 0-5.396 5.406 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m43.061 6.449-.02-.03a1.275 1.275 0 0 0-1.768-.367l-8.311 5.475a1.281 1.281 0 0 0-.366 1.772l.02.03c.387.59 1.18.755 1.768.366l8.312-5.474c.589-.388.753-1.182.365-1.772Z"></path></g><defs><clipPath id="social_svg__a"><path fill="#fff" d="M0 0h50v45H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Social</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/social-media-management/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/social-media-management/social-media-publishing-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Publishing and Engagement</span></div></a><a href="/products/social-media-management/employee-advocacy-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Employee Advocacy</span></div></a><a href="/products/social-media-management/distributed-marketing-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Marketing for Distributed Teams</span></div></a></div><div class="h-full border-t border-gainsboroGray pt-6 mt-6"><p class="text-mediumGrey text-desktop-large/overline-4-bold uppercase mb-[18px]">Works Best With</p><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/social-listening/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/marketing-and-advertising/social-advertising/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/teams/customer-service/conversational-commerce/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/products/customer-service/social-media-channels/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Customer Service</span></div></a></div></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 53 40" class="h-5 flex-none me-3"><path d="m36.974 25.509 13.613 8.296a3 3 0 0 1 .98 4.13l-.396.638c-.867 1.408-2.734 1.84-4.148.976l-13.5-8.24"></path><path d="M19.74 0C8.843 0 0 8.803 0 19.653c0 10.85 8.843 19.653 19.74 19.653 10.898 0 19.74-8.804 19.74-19.653C39.48 8.803 30.639 0 19.74 0Zm0 7.565c2.734 0 4.94 2.214 4.94 4.917S22.455 17.4 19.74 17.4c-2.715 0-4.94-2.215-4.94-4.918 0-2.703 2.225-4.917 4.94-4.917Zm0 24.195c-3.714 0-7.089-1.502-9.521-3.942l1.584-3.66c1.414-2.947 4.43-4.993 7.918-4.993a8.77 8.77 0 0 1 7.92 4.993l1.583 3.66c-2.432 2.421-5.788 3.942-9.503 3.942h.02Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Insights</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/consumer-intelligence/social-listening/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/consumer-intelligence/competitive-benchmarking/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Competitive Insights and Benchmarking</span></div></a><a href="/products/consumer-intelligence/product-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Product Insights</span></div></a><a href="/products/consumer-intelligence/location-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Location Insights</span></div></a><a href="/products/consumer-intelligence/visual-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Visual Insights</span></div></a><a href="/products/consumer-intelligence/media-monitoring/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Media Monitoring and Analytics</span></div></a><a href="/products/consumer-intelligence/surveys/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Surveys</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 42 43" class="h-5 flex-none me-3"><path d="M20.514 0H4.975C2.232 0 0 2.222 0 4.953v33.772c0 1.832 1.022 3.41 2.505 4.275l1.976-4.563a9.16 9.16 0 0 1 16.528 0L22.985 43c1.482-.848 2.505-2.443 2.505-4.275V4.953C25.49 2.223 23.258 0 20.514 0Zm-7.77 31.398c-2.845 0-5.162-2.307-5.162-5.14 0-2.833 2.317-5.14 5.163-5.14 2.845 0 5.162 2.307 5.162 5.14 0 2.833-2.317 5.14-5.162 5.14ZM31.352 12.74h-.528c-1.27 0-2.3 1.024-2.3 2.29v12.23c0 1.264 1.03 2.29 2.3 2.29h.528c1.27 0 2.3-1.026 2.3-2.29V15.03c0-1.265-1.03-2.29-2.3-2.29ZM39.7 6.378h-.529c-1.27 0-2.3 1.025-2.3 2.29V33.62c0 1.264 1.03 2.29 2.3 2.29h.529c1.27 0 2.3-1.026 2.3-2.29V8.668c0-1.265-1.03-2.29-2.3-2.29Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Marketing</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/marketing-and-advertising/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/marketing-and-advertising/content-marketing/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Marketing and Campaign Planning</span></div></a><a href="/products/marketing-and-advertising/social-advertising/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/products/marketing-and-advertising/marketing-analytics/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Marketing Analytics</span></div></a><a href="/products/marketing-and-advertising/ad-comment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Ad Comment Moderation</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Platform</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/platform/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/platform/ai/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI</span></div></a><a href="/products/platform/ai-plus/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI+</span></div></a><a href="/products/platform/ai-studio/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Studio</span></div></a><a href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security</span></div></a><a href="/products/platform/integrations/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Integrations</span></div></a><a href="/products/platform/sprinklr-sandbox/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sandbox</span></div></a><a href="/products/platform/display/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Display</span></div></a><a href="/products/platform/presentations/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Presentations</span></div></a><a href="/products/platform/active-data-retention/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Active Data Retention</span></div></a><a data-link-type="external" href="https://developer.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">API</span></div></a></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="MULTI_LEVEL_INFO_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Solutions">Solutions</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="bg-white grid auto-cols-auto grid-flow-col auto-rows-min"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Industry</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class=""><div class="grid auto-rows-auto auto-cols-full h-full"><div class="min-w-[274px] desktop-lg:min-w-[268px] max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto header-scrollbar p-8"><div class="grid auto-rows-max gap-y-4"><a href="/industries/cpg/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CPG</span></div></a><a href="/industries/financial-services/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Financial Services</span></div></a><a href="/industries/government/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Government</span></div></a><a href="/industries/retail/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Retail</span></div></a><a href="/industries/technology/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Technology</span></div></a><a href="/industries/telecom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Telecommunications</span></div></a><a href="/industries/travel-hospitality/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Travel & Hospitality</span></div></a></div></div></div></div><div class="hidden"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Marketing Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Customer Service Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Marketing Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/marketing/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/marketing/crisis-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Crisis Management</span></div></a><a href="/teams/marketing/campaign-content-lifecycle-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Lifecycle Management</span></div></a><a href="/teams/marketing/social-media-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Media Management</span></div></a><a href="/teams/marketing/compliant-digital-selling/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Compliant Digital Selling</span></div></a><a href="/teams/marketing/franchise-digital-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Franchise Digital Management</span></div></a><a href="/teams/marketing/executive-reputation-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Executive Reputation Management</span></div></a><a href="/teams/marketing/industry-insights-competitive-intelligence/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Industry Insights and Competitive Intelligence</span></div></a><a href="/teams/marketing/creative-insights-production-optimization/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Creative Insights and Production Optimization</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Customer Service Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/customer-service/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/customer-service/omnichannel-contact-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Contact Center</span></div></a><a href="/teams/customer-service/customer-self-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Self-Service</span></div></a><a href="/teams/customer-service/digital-customer-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Digital Customer Service</span></div></a><a href="/teams/customer-service/outbound-campaign-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Campaign Management</span></div></a><a href="/teams/customer-service/workforce-engagement-and-optimization/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Engagement Management</span></div></a><a href="/teams/customer-service/contact-center-intelligence/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Contact Center Intelligence</span></div></a><a href="/teams/customer-service/social-customer-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/teams/customer-service/conversational-commerce/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/teams/customer-service/proactive-digital-engagement/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Proactive Digital Engagement</span></div></a></div></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINK"><a href="/unified-cxm/"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Unified-CXM">Unified-CXM</span></div></a></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Customers">Customers</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/stories/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Stories</span></div></a><a href="/sprinklr-champion/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Champions</span></div></a><a data-link-type="external" href="https://community.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Community</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Company">Company</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/our-story/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Our Story</span></div></a><a href="/leadership/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Leadership</span></div></a><a href="/newsroom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Newsroom</span></div></a><a href="/partners/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Partners</span></div></a><a href="/careers/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Careers</span></div></a><a data-link-type="external" href="https://investors.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Investor Relations</span></div></a><a href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security & Data Privacy</span></div></a><a href="/sustainability/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sustainability</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Resources">Resources</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="border-r border-menuBorder shrink-0 w-[252px]"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Learn</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Services</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Support</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/sprinklr-social-roi-estimator/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Social ROI Estimator</span></div></a><a href="/ai-maturity-assessment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Maturity Assessment</span></div></a><a href="/cx-wise/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CX-WISE</span></div></a><a href="/analyst-reports/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Analyst Reports</span></div></a><a href="/demo-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Demo Center</span></div></a><a href="/resources/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">eBooks & Reports</span></div></a><a href="/events/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Events & Webinars</span></div></a><a href="/blog/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Blog</span></div></a><a href="/cxm/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified-CXM Guide</span></div></a><a href="/forbes-influential-cmos-2024/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Forbes Influential CMO 2024</span></div></a></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden 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type="application/ld+json">{"@context":"https://schema.org","@type":"Article","mainEntityOfPage":{"@type":"WebPage","@id":"https://www.sprinklr.com/blog/ecommerce-customer-service/"},"headline":"E-Commerce Customer Service: The 2024 Success Plan","description":"Learn the essentials of e-commerce customer service in 2024, including key components, benefits, and metrics to boost customer retention and brand loyalty. ","author":[{"@type":"Person","name":"Aashika Suresh","url":"https://www.sprinklr.com/blog/author/aashika-suresh/"}],"publisher":{"@type":"Organization","name":"Sprinklr","logo":{"@type":"ImageObject","url":"https://www.sprinklr.com/icons/icon-512x512.png"}},"datePublished":"2024-11-13"}</script><section data-widget-name="widgetBlogPostHero" id="4RNNqWut4OsGGvKfQbjML6"><div class="relative overflow-clip"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="flex max-tablet-sm:hidden mx-auto justify-between py-6 desktop-lg:py-8 items-center"><div class="desktop-lg:max-w-[720px]"><div class="flex flex-row gap-2 items-center desktop-sm:gap-3 mb-4"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="fill-ceruleanBlue h-6 desktop-sm:h-8 w-auto"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><div class="text-mobile/heading-5">Sprinklr Service</div></div><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-3 desktop-lg:text-desktop-large/heading-3">The next generation of CCaaS is here</p><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-slateGray text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 mt-2 desktop-sm:mt-2.5"><p>Digital-first customer service, enterprise-scale voice support. Redefine customer service with an AI-powered platform that unifies voice, digital and social channels. Power channel-less interactions and seamless resolution no matter the channel of contact.</p></div><a href="/demo-care/"><div class="spr-btn spr-btn-primary spr-btn-default mt-4"><span>Request Demo</span></div></a><div class="mt-8 flex flex-wrap gap-4"><img alt="Prada" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" class="h-5 w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=256&q=50 1x, //images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=640&q=50 2x" src="//images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=640&q=50"/><img alt="Honda" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" class="h-5 w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" 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w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1NRUOQPsTTGb5NqtOO2IXF/e02a0be5c6fdc58b234e642b078e1c96/Norse.svg?w=256&q=50 1x, //images.ctfassets.net/ukazlt65o6hl/1NRUOQPsTTGb5NqtOO2IXF/e02a0be5c6fdc58b234e642b078e1c96/Norse.svg?w=640&q=50 2x" src="//images.ctfassets.net/ukazlt65o6hl/1NRUOQPsTTGb5NqtOO2IXF/e02a0be5c6fdc58b234e642b078e1c96/Norse.svg?w=640&q=50"/></div></div><img alt="Sprinklr Service Hero" loading="lazy" width="3840" height="2466" decoding="async" data-nimg="1" class="desktop-lg:place-self-end flex-shrink-0 h-[284px] desktop-sm:h-[312px] desktop-lg:h-[336px] w-auto ms-8 desktop-sm:ms-5 desktop-lg:ms-10 block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1kXW3AlCjUGWMUlY6MU3z5/80759327c19d50fbb47da9270b29e71b/Unified_Agent_Desktop__2___1_.webp?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/1kXW3AlCjUGWMUlY6MU3z5/80759327c19d50fbb47da9270b29e71b/Unified_Agent_Desktop__2___1_.webp?w=3840&q=50&fm=webp"/></div></div><div class="absolute bottom-0 w-full h-full translate-y-14 -z-40"><div class="absolute aspect-[1.8] rounded-full bg-primarySunOrange bottom-0 left-[-5%] w-[30%] blur-[80px] desktop-sm:aspect-[4] desktop-sm:w-[30%] desktop-sm:blur-[120px]"></div><div class="absolute aspect-[1.8] rounded-full bg-primaryEarthGreen blur-[80px] bottom-0 left-[25%] w-1/2 desktop-sm:aspect-[5] desktop-sm:w-[50%] desktop-sm:blur-[120px]"></div><div class="absolute aspect-[1.8] rounded-full bg-primarySkyBlue blur-[80px] bottom-0 right-0 w-1/2 desktop-sm:aspect-[5] desktop-sm:left-[70%] desktop-sm:w-[60%] desktop-sm:blur-[120px]"></div></div></div></section><section data-widget-name="widgetBlogPostContent" id="5BnwOKoDDbC3xjK6txDirb"><div><div class="sticky top-[--header-height] z-10" style="--header-height:0px"><div class="w-full 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href="/blog/category/customer-service/">Customer Service</a><a class="block text-lightGrey hover:text-primaryOceanBlue transition-colors uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3" href="/blog/category/marketing-advertising/">Marketing & Advertising</a><a class="block text-lightGrey hover:text-primaryOceanBlue transition-colors uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3" href="/blog/category/research-insights/">Research & Insights</a><a class="block text-lightGrey hover:text-primaryOceanBlue transition-colors uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3" href="/blog/category/social-media-management/">Social Media Management</a><a class="block text-lightGrey hover:text-primaryOceanBlue transition-colors uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3" href="/blog/category/customer-stories/">Customer Stories</a><a class="block text-lightGrey hover:text-primaryOceanBlue transition-colors uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3" href="/blog/category/announcements/">Announcements</a><a class="block text-lightGrey hover:text-primaryOceanBlue transition-colors uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3" href="/blog/category/culture-talent/">Culture & Talent</a><a class="block text-lightGrey hover:text-primaryOceanBlue transition-colors uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3" href="/blog/category/ai/">AI</a></div></div></div><div class="max-desktop-sm:hidden -me-6 flex "><div class="relative"><button><div class="px-6 py-3 tablet-sm:py-5 flex"><div class="whitespace-nowrap text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">Guides</div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="w-3 ms-3 fill-white transition-transform"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute top-full left-0 w-max rounded-none flex-col gap-y-4 bg-spaceGrey/600 border-none max-tablet-sm:w-[180px] px-6 py-3 tablet-sm:py-5 desktop-sm:py-6 hidden"><a href="/cxm/topics/?sort=newest&category=service" class=""><div class="flex flex-col group"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Service</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Read guides on streamlining customer service and support.</div></div></a><a href="/cxm/topics/?sort=newest&category=marketing" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Marketing</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Learn tactics for audience engagement and brand visibility.</div></div></a><a href="/cxm/topics/?sort=newest&category=social" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Social</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Find insights on how to utilize social media for growth.</div></div></a><a href="/cxm/topics/?sort=newest&category=insights" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Insights</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Learn to analyze data for strategic consumer insights and research.</div></div></a><a href="/cxm/topics/?sort=newest&category=cxm" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Experience</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Explore how to enhance the customer experience journey.</div></div></a></div></div><div class="relative"><button><div class="px-6 py-3 tablet-sm:py-5 flex"><div class="whitespace-nowrap text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">Glossary</div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" 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-z-10"></div></div><div data-el="ref"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="w-full pt-8 tablet-sm:pt-16 desktop-sm:pt-14 desktop-lg:pt-16 pb-16 tablet-sm:pb-[108px] desktop-sm:pb-[140px] desktop-lg:pb-[180px]"><div class="w-full flex max-desktop-sm:flex-col gap-y-8 tablet-sm:gap-y-12 gap-x-[116px] desktop-lg:gap-x-[168px]"><div class="desktop-sm:pb-14 desktop-sm:max-w-[548px] desktop-lg:max-w-[724px] desktop-lg:pb-12 desktop-sm:border-lightGrey desktop-sm:border-b-2"><span class="inline-block py-2 px-5 rounded-full bg-strawYellow-300 uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 mb-4 tablet-sm:mb-6">Customer Service</span><h1 class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-2 desktop-sm:text-tablet-sm/heading-1 desktop-lg:text-desktop-large/heading-2">E-Commerce Customer Service: The 2024 Success Plan</h1><div class="text-cometBlack uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-2 desktop-lg:text-desktop-large/overline-2 mt-3 tablet-sm:mt-6 desktop-sm:mt-8">November 13, 2024 • 14 MIN READ</div></div><div class="flex-none w-full desktop-sm:w-[268px] desktop-lg:w-[344px] text-cometBlack pb-10 tablet-sm:pb-12 desktop-sm:pb-8 desktop-lg:pt-14 desktop-lg:pb-7 border-lightGrey border-b-2"><div class="text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase">Authors</div><div class="flex flex-col tablet-sm:max-desktop-sm:flex-row gap-y-4 gap-x-4 mt-2.5 tablet-sm:mt-6"><a class="block flex-1" href="/blog/author/aashika-suresh/"><div class="flex items-center gap-x-4 group"><div class="flex items-center justify-center aspect-square rounded-full w-14 uppercase bg-slateGray text-white text-mobile-sm/heading-4 tablet-sm:text-tablet-sm/heading-3 desktop-lg:text-desktop-large/heading-4">A</div><div><div class="text-primaryOceanBlue text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Aashika Suresh</div><div class="mt-0.5 tablet-sm:mt-1 text-primarySpaceGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Guest Contributor</div></div></div></a></div></div></div><div class="flex gap-[116px] desktop-lg:gap-[168px] mt-10 tablet-sm:mt-8 desktop-sm:mt-12"><div class="w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-primarySpaceGrey text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 prose-headings:mb-4 prose-headings:mt-8 tablet-sm:prose-headings:mt-10 prose-img:mt-8 tablet-sm:prose-img:mt-10 prose-a:underline prose-h2:text-mobile-sm/heading-5 tablet-sm:prose-h2:text-tablet-sm/heading-5 desktop-sm:prose-h2:text-tablet-sm/heading-2 desktop-lg:prose-h2:text-desktop-large/heading-4 prose-h3:text-mobile-sm/body-1-bold tablet-sm:prose-h3:text-tablet-sm/heading-6 desktop-sm:prose-h3:text-tablet-sm/heading-3 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto"><p>Cliched it may sound but delivering stellar e-commerce customer service is the key to differentiating your business in a crowded and competitive marketplace. Gary Vaynerchuk perfectly articulates this when he says, “In e-commerce, your customer service is your brand. It’s what sets you apart from the competition.” </p><p>It’s common knowledge that the modern customer expects immediacy, personalization, and flawless support experiences. Everything from necessities to luxuries can be delivered to your home with just a few clicks thanks to the ease of online shopping. Now more than ever, customer service for e-commerce businesses can bridge the gap between one-time transactions and continued business with a client. </p><p>Customer service is the number one factor that decides if a customer will continue buying from you or switch to a rival. In the U.S, <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-statistics/">60%% of customers</a> quit doing business with a company they like if it frequently underdelivers customer service. Putting e-commerce customer service on the back burner can be a costly mistake for large companies competing in a crowded marketplace. </p><p>In this blog, we will talk about everything you need to know about e-commerce customer support in 2024, including its key components, benefits, deployment, and optimization tactics. </p><div class="p-0.5 rounded-[8px] bg-refreshSkylineBottom mt-8 tablet-sm:mt-10"><div class="bg-white w-full h-full rounded-[6px] p-6"><div class="inline-flex items-center mb-6"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 22 24" class="inline h-6 me-2.5"><path fill="#000" d="M20.778 24H1.222A1.211 1.211 0 0 1 0 22.8V1.2C0 .537.547 0 1.222 0h19.556C21.453 0 22 .537 22 1.2v21.6c0 .663-.547 1.2-1.222 1.2ZM6.11 6v2.4h9.778V6H6.11Zm0 4.8v2.4h9.778v-2.4H6.11Zm0 4.8V18h6.111v-2.4h-6.11Z"></path></svg><span class="text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Table of Contents</span></div><ul class="not-prose ms-6 [list-style:initial] [&>li:first-of-type]:mt-0 [&>li:last-of-type]:mb-0"><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-0">What is e-commerce customer service? </a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-1">Key components of e-commerce customer service </a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-2">4 big benefits of e-commerce customer service</a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-3">How to deploy customer support for e-commerce [+ best practices]</a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-4">Success stories: 3 examples of excellent customer service in e-commerce</a></li></ul></div></div><h2><span id="toc-0" class="relative -top-[200px]"></span>What is e-commerce customer service? </h2><p>E-commerce customer service is the process of assisting and supporting customers throughout their online shopping journey on shopping platforms and other channels. Customer support to online shoppers includes answering queries and providing assistance around: </p><ul><li class="m-0 p-0">Product information like specifications or availability </li><li class="m-0 p-0">Order management including tracking and cancellations </li><li class="m-0 p-0">Refunds and exchanges </li><li class="m-0 p-0">Payment methods </li><li class="m-0 p-0">Security concerns </li><li class="m-0 p-0">Account management, and so on. </li></ul><p>The goal of customer care for e-commerce businesses is not just to improve customer satisfaction but to cut through the competition and convert one-time buyers into repeat customers. It plays a vital role in extending your <a href="/cxm/customer-lifetime-value/" class="font-semibold text-primaryOceanBlue hover:underline">customer lifetime value (CLV)</a> by complementing your sales, marketing and strategic business initiatives. </p><p>Another point worth noting is that e-commerce customer support extends well beyond the point of sale, nurturing customers through after-sales, loyalty and advocacy stages of the <a href="/cxm/customer-journey/" class="font-semibold text-primaryOceanBlue hover:underline">customer journey</a>. Done effectively, online shopping support can transform the entire customer experience, winning over loyal customers in a crowded marketplace. </p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">💡 Good to know: </strong>In any industry, good customer service is built atop foundational pillars like: </p><ol><li class="m-0 p-0">Accessibility </li><li class="m-0 p-0">In-depth product and service knowledge </li><li class="m-0 p-0">Personalized attention </li><li class="m-0 p-0">Customer empathy </li><li class="m-0 p-0">Responsiveness </li><li class="m-0 p-0">Customer-centricity </li><li class="m-0 p-0">Proactiveness </li><li class="m-0 p-0">Tools and technology </li></ol><p>In e-commerce, implementing these can go a long way to gratify customers. The<a data-link-type="external" href="https://www.sprinklr.com/blog/customer-experience-statistics/" class="font-semibold text-primaryOceanBlue hover:underline"> latest CX statistics</a> claim that 80% of American shoppers have come to expect speed, convenience, product knowledge, and empathy as part of good customer service. </p><p><strong class="font-bold"><i>Learn more: </i></strong><a data-link-type="external" href="https://www.sprinklr.com/blog/pillars-of-customer-service/" class="font-semibold text-primaryOceanBlue hover:underline"><strong class="font-bold"><i>8 Pillars of Good Customer Service</i></strong></a> </p></div></div></div><h2><span id="toc-1" class="relative -top-[200px]"></span>Key components of e-commerce customer service </h2><p>Accessibility is an important aspect of e-commerce customer support as customers flit from online to offline, social to website to complete their shopping journey. To make the journey as smooth and seamless as possible, you will need to provide <a href="/cxm/omnichannel-customer-service/" class="font-semibold text-primaryOceanBlue hover:underline">omnichannel customer service</a>. </p><p>Support availability across popular <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-channels/">customer support channels</a>, digital or otherwise, ensures customers get help whenever they need it. The key components of e-commerce customer service typically are: </p><ol><li class="m-0 p-0"><strong class="font-bold">Live chat</strong>: Best for real-time and quick assistance to customers for queries or issues. Its biggest advantages are speed, co-browsing, and video chat. </li><li class="m-0 p-0"><strong class="font-bold">Email</strong>: Best for providing support during non-business hours. E-mail support is also handy for troubleshooting technical problems with visual aids and attachments. </li><li class="m-0 p-0"><strong class="font-bold">Social media</strong>: Best for catering to tech-savvy customers who prefer social media channels for product research and shopping. <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/social-media-customer-service/">Social customer care</a> is also important for monitoring brand sentiment and responding quickly to escalations. </li><li class="m-0 p-0"><strong class="font-bold">Self-service options</strong>: Best for customers who prefer to find their own solutions, FAQs, knowledge bases, chatbots, and <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-community/">customer communities</a> can empower them with quick resolutions. </li><li class="m-0 p-0"><strong class="font-bold">Phone: </strong>Best for customers who need direct, personal and urgent assistance on complex matters that need guidance, such as troubleshooting for technical glitches in software. </li><li class="m-0 p-0"><strong class="font-bold">Review platforms: </strong>Best for addressing concerns of disgruntled and dissatisfied customers. Providing an apology and resolution method for poor experiences can build trust in your brand. </li><li class="m-0 p-0"><strong class="font-bold">SMS: </strong>Best for quick and time-sensitive communication such as order confirmation, tracking details or reminders. </li></ol><p>A combination of such support components will give customers flexibility, accessibility and convenience to choose their preferred support channel at every touchpoint. As an e-commerce business, it becomes your responsibility to ensure each support channel complements the others, ensuring customers get help whenever and wherever they need it, with minimal friction. It’s also important to match customer expectations regarding response time on these channels so <a href="/customer-service-glossary/customer-frustration/" class="font-semibold text-primaryOceanBlue hover:underline">customer frustration</a> doesn’t set in. </p><p><strong class="font-bold"><i>Also read: </i></strong><a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-response-time/"><i>8 Expert Tips to Improve Customer Response Times</i></a> </p><h3>E-commerce customer service vs. retail customer service </h3><p>Retail customer service is the process of assisting customers in physical stores or during in-person shopping experiences typically through direct interactions with staff and phone calls. Good retail customer service aims to build relationships, enhance satisfaction, and encourage repeat business. In contrast, e-commerce support caters to online shoppers, mostly providing support through digital channels like website/app, live chat, email, and social media. Here are the finer differences between the two: </p><div class="w-full max-tablet-sm:overflow-x-auto"><table class="max-tablet-sm:mb-4 overflow-hidden border-separate border-spacing-0"><tbody class="[&>*:first-child>*:first-child]:rounded-tl-[8px] [&>*:first-child>*:last-child]:rounded-tr-[8px] [&>*:last-child>*:first-child]:rounded-bl-[8px] [&>*:last-child>*:last-child]:rounded-br-[8px] [&>*:first-child>*]:border-t"><tr><td class="bg-deepSkyBlue text-white relative align-top border-r border-b first:border-l border-lightGrey text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-6 desktop-lg:text-desktop-large/body-2-bold p-4 desktop-lg:py-5"><p><strong class="font-bold">Aspect</strong> </p></td><td class="bg-deepSkyBlue text-white relative align-top border-r border-b first:border-l border-lightGrey text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-6 desktop-lg:text-desktop-large/body-2-bold p-4 desktop-lg:py-5"><p><strong class="font-bold">E-commerce Customer Service</strong> </p></td><td class="bg-deepSkyBlue text-white relative align-top border-r border-b first:border-l border-lightGrey text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-6 desktop-lg:text-desktop-large/body-2-bold p-4 desktop-lg:py-5"><p><strong class="font-bold">Retail Customer Service</strong> </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Interaction method</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Largely digital, including live chat, email, social media, self-service, etc. </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>In-person (through staff and service desks) or on the phone </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Availability</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Round-the-clock support across different channels </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Typically limited to business hours and human resource availability </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Response time</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Short or instant via chatbots, live chat or social media </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Longer, depending on agent availability </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Personalization</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>High, as digital support tools are powered by data analysis </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Variable, depending on agents’ skill set, training and product knowledge </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Challenges</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Technical issues, low touch, data leakage </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Delayed support times, poor agent training, subject to inconsistency </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Opportunities</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Opportunity to provide 24/7 service, scale quickly, offer a choice of support channels </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Opportunity for relationship-building and upselling </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Cost </strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Low operating and scaling costs, thanks to automation </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>High ongoing cost because of standing staffing and training demands </p></td></tr></tbody></table></div><h2><span id="toc-2" class="relative -top-[200px]"></span>4 big benefits of e-commerce customer service</h2><p>The world of e-commerce is growing rapidly with revenue estimated to reach a projected market volume of <a data-link-type="external" href="https://www.statista.com/outlook/emo/ecommerce/worldwide" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow">$6,478 billion by 2029</a>. As the market balloons and competition intensifies, customer expectations will extend beyond present challenges to give rise to new ones. More transaction volume will lead to more support requests. Is it worth the while to invest in building your e-commerce customer support amidst such a flux? Yes, it does. Here are four reasons why: </p><h4><strong class="font-bold">It enhances customer satisfaction</strong> </h4><p>With timely and responsive support, you can provide instant responses to customers improving their satisfaction levels (<a href="/cxm/customer-satisfaction/" class="font-semibold text-primaryOceanBlue hover:underline">CSAT</a>). According to Forrester, <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/improve-customer-service-response-time-with-AI/">66% of consumers</a> believe businesses that value their time get the most important thing right about customer service. Using instant messaging tools like social media and live chat, businesses can connect with customers quickly to solve their problems as they arise. Once a ticket is resolved, 86% of customers who use <a href="/cxm/live-chat-support/" class="font-semibold text-primaryOceanBlue hover:underline">live chat support</a> say they feel gratified. Additionally, if you excel at <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/personalized-customer-service/">personalized customer service</a>, you gratify 71% of customers who expect a high degree of personalization from brands they patronize. </p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">Are you up for the CSAT Challenge?</strong> </p><p>23 social, 11 messaging, chat, SMS and email channels. That’s how many different platforms each customer uses on average for communication with a business. Faltering on even one channel is enough to bounce away customers to competitors. </p><p>Does your <a data-link-type="external" href="https://www.sprinklr.com/blog/customer-service-strategy/" class="font-semibold text-primaryOceanBlue hover:underline">customer support strategy</a> optimize for all of this to improve satisfaction? </p><p>Probably not. </p><p>Download the <i>Sprinklr Service Strategic Handbook</i> to learn more about real-time communication, building “care communities” and creating an effective customer service strategy. Start multiplying your CSAT today! </p><a data-link-type="external" href="https://www.sprinklr.com/resources/customer-service-strategic-handbook/" class="block mx-auto w-fit"><div class="spr-btn spr-btn-primary spr-btn-default"><span>DOWNLOAD EBOOK </span></div></a></div></div></div><h4><strong class="font-bold">It boosts customer loyalty</strong> </h4><p><a href="/cxm/customer-retention/" class="font-semibold text-primaryOceanBlue hover:underline">Customer retention</a> is a topmost challenge for e-commerce brands worldwide, owing to cut-throat competition and razor-thin margins in the retail industry. That’s where efficient customer support plays a crucial role. </p><p>Besides improving in-the-moment customer satisfaction, it also fosters long-term <a href="/cxm/customer-loyalty/" class="font-semibold text-primaryOceanBlue hover:underline">customer loyalty</a> that keeps the competition at bay. How does this happen? E-commerce customer service provides a unique opportunity to build strong customer relationships via direct messaging and online communities. Using helpful content, social media engagement, <a href="/cxm/ugc/" class="font-semibold text-primaryOceanBlue hover:underline">user-generated content</a>, and other community-building activities, brands can foster a sense of belonging and loyalty among customers. </p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">✅ Just Do It</strong> </p><p>Did you know that on average, just three out of 10 customers continue to buy from an e-commerce brand for over a year? </p><p>Brands like Nike have leveraged their online communities to build trust among customers and turn them into brand advocates. If you are a large e-commerce business looking to create a buzzing online community, check out this video for 7 proven tips. </p><div class="relative w-full aspect-video h-auto [&>iframe]:absolute [&>iframe]:h-full [&>iframe]:w-full [&>iframe]:inset-0"><iframe width="560" height="315" src="https://www.youtube.com/embed/vnr36pYG58g?si=ZUtHPK7mQ06RukBW" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe></div></div></div></div><h4><strong class="font-bold">It bolsters brand reputation</strong> </h4><p>Customers who are satisfied with <a href="/cxm/customer-interaction/" class="font-semibold text-primaryOceanBlue hover:underline">support interactions</a> with a brand are 97% more likely to recommend the brand to family and friends. Positive word-of-mouth recommendations improve your reputation as a customer-centric brand. As the <a href="/cxm/voice-of-customer/" class="font-semibold text-primaryOceanBlue hover:underline"><u>voice of the customer</u></a> grows stronger and louder, you start attracting better leads, talent, influencers, and partners, opening up growth avenues for yourself. </p><h4><strong class="font-bold">It multiplies revenue growth and opportunities</strong> </h4><p>E-commerce customer service, when done right, can yield numerous financial benefits. Firstly, it can directly contribute to higher sales through repeat and new customers. Converting old customers is 25% cheaper than acquiring new ones. </p><p>In addition, efficient customer care through self-service tools and digital channels can reduce your call volume and support costs. For instance, <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/conversational-ai-statistics/">conversational AI statistics</a> claim that self-service solutions like chatbots are 30% cheaper than human intervention. </p><p><strong class="font-bold"><i>Eager to learn more? Read</i></strong><i> </i><a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/conversational-ai-in-retail/"><i>how conversational AI benefits retail businesses</i></a><i>.</i> </p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">A Customized Solution for E-Commerce Vendors</strong> </p><p>Imagine a customer support platform that arms e-commerce brands with real-time insights and a 360* customer view, enabling you to spot and eliminate friction points in the online shopping journey before they can cause cart abandonment or churn. That’s what 200+ retailers witnessed by using <a data-link-type="external" href="https://www.sprinklr.com/industries/retail/#360-degree-consumer-and-market-intelligence" class="font-semibold text-primaryOceanBlue hover:underline">Sprinklr’s customized retail solution</a>. Powered by advanced AI, Sprinklr gives: </p><ul><li class="m-0 p-0">Full transparency into call-center conversations for precise root-cause analysis </li><li class="m-0 p-0">A plethora of self-service options including search-engine-friendly knowledge bases and conversational bots </li><li class="m-0 p-0">Unified experience across 30+ support channels </li><li class="m-0 p-0">360* consumer intelligence and analytics for continuous improvement </li></ul><a data-link-type="external" href="https://www.sprinklr.com/demo/" class="block mx-auto w-fit"><div class="spr-btn spr-btn-primary spr-btn-default"><span>Grab a Demo</span></div></a></div></div></div><h2><span id="toc-3" class="relative -top-[200px]"></span>How to deploy customer support for e-commerce [+ best practices]</h2><p>Now that you understand the gravity of implementing a robust customer support solution for your e-commerce brand, Here’s a step-by-step guide on how to do the implementation effectively: </p><h3>Step 1: Define your retail customer service strategy </h3><p>A well-defined <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-strategy/">customer service strategy</a> will function as the fulcrum of the support you provide. An e-commerce customer service strategy must align with larger organizational goals and customer preferences. The support strategy will dictate all the moving parts of the customer support function, from the kind of training given to agents to the support tools you implement. </p><p>For instance, if you are a luxury goods retailer, your customer support strategy should emphasize high-quality interactions and personalization. You could implement <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/high-touch-customer-service/">high-touch customer support</a>, where every interaction is led by personal greetings, references to historical conversations and targeted recommendations based on specific preferences of your customer persona. </p><p><strong class="font-bold">Best Practices:</strong> </p><ul><li class="m-0 p-0">Understand your audience and industry by building customer personas and competitive analysis. This will allow you to craft a competitive and effective support strategy. </li><li class="m-0 p-0">Connect with top leadership and stakeholders to double down on company goals. Use this framework to identify your <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-goals/">customer service goals</a>, channels, tools, and policies. </li></ul><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">The 4 C’s of a Successful Customer Support Strategy</strong> </p><p>Regardless of customer service goals, industry or vision, certain tenets are integral to every successful customer service strategy. Consider these 4 C’s when drafting your customer support strategy: </p><ol><li class="m-0 p-0"><a data-link-type="external" href="https://www.sprinklr.com/blog/customer-centricity/" class="font-semibold text-primaryOceanBlue hover:underline"><strong class="font-bold">Customer-centricity</strong></a><strong class="font-bold">: </strong>Your support policies and practices should hinge on your customer’s needs, interests and preferences. </li><li class="m-0 p-0"><strong class="font-bold">Convenience:</strong> Meet the customer where they are. Provide multiple support options and solutions. Use omnichannel customer support strategies to ensure interconnectedness. </li><li class="m-0 p-0"><strong class="font-bold">Consistency: </strong>Be consistent in your support across all channels by defining a <a data-link-type="external" href="https://www.sprinklr.com/blog/customer-service-tone/" class="font-semibold text-primaryOceanBlue hover:underline">customer service tone</a> for your agents to use. </li><li class="m-0 p-0"><strong class="font-bold">Communication: </strong>Enforce customer empathy and transparent communication over closing cases in record time. </li></ol></div></div></div><h3>Step 2: Choose the right support channels </h3><p>Your channel selection makes a bigger difference to customer experience than you’d imagine. It directly influences how quickly customer needs are met and how satisfied they are. For instance, offering voice-only support will likely limit your support experience as the channel is prone to long wait times. Contrarily, offering chatbot-led support is more satisfactory as chatbot responses are instantaneous. </p><p>Offering multiple channels — such as live chat, email, social media, and phone support — will allow customers to choose the method that suits them best, enhancing their overall satisfaction. </p><p>This doesn’t mean you spread yourself thin and cater to all channels out there. Each channel has its strengths so pick the ones that your customers prefer. For example, live chat provides instant responses, while email allows for detailed, thoughtful communication. Tech-savvy shoppers may prefer quick interactions through instant messaging, while others might appreciate the personal touch of phone support. </p><p><strong class="font-bold">Best Practices:</strong> </p><ul><li class="m-0 p-0"><a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-interaction-analytics/">Analyze customer interactions</a> to understand your customers’ channel preferences. This information will help you allocate resources in the right places. </li><li class="m-0 p-0">Research shows that <a data-link-type="external" href="https://assets.ctfassets.net/2d5q1td6cyxq/5Gnh3Ge8bGeYE8u5AdPIlS/ee3bb5f3017aded8dcc6ccda75e06bb9/Growth_of_Mobile_and_Conversational_Commerce_USEN_mobile_optimized.pdf" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow">98% of customers</a> want to connect with businesses through mobile interfaces. Ensure your e-commerce customer service is optimized for mobile. </li></ul><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">Did you know? </strong> </p><p><a data-link-type="external" href="https://www.sprinklr.com/blog/communication-channels/" class="font-semibold text-primaryOceanBlue hover:underline">73% of customers</a> aged 18-49 find live chat extremely convenient to talk with businesses. If you are a business that focuses on this demographic, investing in <a data-link-type="external" href="https://www.sprinklr.com/products/customer-service/livechat/" class="font-semibold text-primaryOceanBlue hover:underline">live chat software</a> will help you connect with customers better. </p><p>Meet your customers where they are with Sprinklr’s live chat support software. </p><img alt="download (96)" loading="lazy" width="752" height="874" decoding="async" data-nimg="1" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/2K8j1O2n4jIvkDh6BR9tXN/98ead5f21e016581d78148d7d8bad510/download__96_.png?w=828&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/2K8j1O2n4jIvkDh6BR9tXN/98ead5f21e016581d78148d7d8bad510/download__96_.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/2K8j1O2n4jIvkDh6BR9tXN/98ead5f21e016581d78148d7d8bad510/download__96_.png?w=1920&q=50&fm=webp"/><a data-link-type="external" href="https://www.sprinklr.com/demo-care/" class="block mx-auto w-fit"><div class="spr-btn spr-btn-primary spr-btn-default"><span>REQUEST A DEMO</span></div></a></div></div></div><h3>Step 3: Implement effective self-service tools</h3><p>Almost 59% of customers prefer finding solutions on their own for simple problems. Having a robust <a href="/cxm/customer-self-service/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer self-service system</u></a> as part of your e-commerce support strategy would not just make customers happy, but also lead to higher agent productivity and cost savings. Your customer self-service arsenal should include: </p><ul><li class="m-0 p-0"><a href="/cxm/knowledge-base/" class="font-semibold text-primaryOceanBlue hover:underline"><u>Knowledge bases</u></a> and help portals </li><li class="m-0 p-0">Video tutorials and guides </li><li class="m-0 p-0">User forums and customer communities </li><li class="m-0 p-0">Web applications </li><li class="m-0 p-0"><a href="/cxm/customer-service-chatbots/" class="font-semibold text-primaryOceanBlue hover:underline"><u>Customer service chatbots</u></a> and voice bots </li></ul><p><strong class="font-bold">Best Practices:</strong> </p><ul><li class="m-0 p-0">Provide customers with video guides that are optimized for mobile. </li><li class="m-0 p-0">Foster active online customer communities within your e-commerce ecosystem to allow customers to find solutions from peers. </li></ul><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p>💎 <strong class="font-bold">True Story: Self-Service Cuts Resolution Time by 175% </strong> </p><p>A prominent Middle Eastern fashion e-commerce retailer wanted to improve their customer satisfaction and retention by streamlining their technology solutions. They implemented Sprinklr’s unified customer experience management platform and enhanced self-service options. Here’s what happened: </p><ul><li class="m-0 p-0"><strong class="font-bold">Conversational AI:</strong> Deployed chat and voice bots to enable 24/7 self-service for common inquiries, reducing case resolution time by 175%. </li><li class="m-0 p-0"><strong class="font-bold">WhatsApp integration: </strong>Added WhatsApp as a communication channel for enhanced customer engagement. </li><li class="m-0 p-0"><strong class="font-bold">Unified data access: </strong>Consolidated tools for a unified view of customer interactions, facilitating faster issue resolution. </li></ul><p>These enhancements resulted in a 50% decrease in customer service abandonment rates and significant cost savings. Read the full story <a data-link-type="external" href="https://www.sprinklr.com/stories/middle-east-ecomretailer/" class="font-semibold text-primaryOceanBlue hover:underline">here</a>. </p></div></div></div><h3>Step 4: Train your support team well </h3><p>There’s little doubt that digital customer support is the way forward. It’s quick, cheap, and convenient. However, human-led support is still relevant, especially in e-commerce. <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/call-center-statistics/">Over half of all customers</a> with urgent issues prefer a phone conversation to online chats. In technical troubleshooting, escalations, and crises, customer satisfaction often boils down to how well your customer support reps handle the situation. </p><p>That’s why <a href="/cxm/customer-service-training/" class="font-semibold text-primaryOceanBlue hover:underline">training your customer service agents</a> in brand ethos and customer service best practices should be high on the priority list of any e-commerce brand. Your training program should be designed to equip agents with product information as well as <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-skills/">customer service skills</a> they will require in daily operations. </p><p><strong class="font-bold">Best Practices:</strong> </p><ul><li class="m-0 p-0">Create a detailed customer service training program that spans product knowledge, communication skills, and conflict resolution. </li><li class="m-0 p-0">In soft skills training, prioritize <a href="/cxm/customer-empathy/" class="font-semibold text-primaryOceanBlue hover:underline">customer empathy</a>, active listening, and problem-solving. Coach agents in tricky customer service scenarios around refunds, exchanges, complaints, and conflicts. </li><li class="m-0 p-0">Leverage technology to keep up with changing customer service needs, industry trends and customer expectations. </li><li class="m-0 p-0">Use <a class="font-semibold text-primaryOceanBlue hover:underline" href="/products/customer-service/quality-management/">AI-powered quality management software</a> to measure progress, identify skill gaps, and design learning pathways tailored to each agent's unique needs. </li></ul><h3>Step 5: Measure customer service success</h3><p>The e-commerce market is dynamic, with new service experiments and tools entering the domain at startling frequency. To stay competitive and viable, you need to track how your e-commerce customer service stacks up against competitors and the industry. </p><p>What’s more, <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-analytics/">customer service analytics</a> identify persistent customer pain points and triggers that can escape the naked eye. It also surfaces improvisation opportunities and skills gaps in your workforce. Last but not least, it shows the overall sentiment around your customer service and brand. <br/> <br/> <strong class="font-bold">Best Practices:</strong> </p><ul><li class="m-0 p-0">Use customer feedback gathered via post-interaction <a href="/cxm/customer-survey/" class="font-semibold text-primaryOceanBlue hover:underline">customer surveys</a> and follow-ups to up your service. Analyze the underlying <a href="/cxm/customer-sentiment/" class="font-semibold text-primaryOceanBlue hover:underline">customer sentiment</a> and satisfaction level to capture improvement opportunities. </li><li class="m-0 p-0">Benchmark your customer care performance on specific channels you serve. For example, benchmarks for call center and social will be different so it makes sense to track them separately. Likewise, there are separate customer support metrics for different channels. On social media, response time is crucial but on live chat, first response time is more important. </li></ul><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">Key Metrics to Measure and Improve Customer Care for E-Commerce</strong> </p><ol><li class="m-0 p-0"><strong class="font-bold">Response time: </strong><a data-link-type="external" href="https://www.sprinklr.com/blog/customer-response-time/" class="font-semibold text-primaryOceanBlue hover:underline">Customer response time</a> is the average time in minutes, hours or days it takes you to respond to a customer's query, request or complaint. Compare industry standards across various channels, set a goal and work towards meeting it. </li><li class="m-0 p-0"><strong class="font-bold">Resolution rate: </strong>This is the percentage of issues you resolve on the first contact with customers. The higher the rate, the better. </li><li class="m-0 p-0"><strong class="font-bold">Customer satisfaction score: </strong>CSAT or customer satisfaction is a critical metric that gauges customer satisfaction after an interaction. For instance, the industry average CSAT for e-commerce customer call centers is <a data-link-type="external" href="https://www.sprinklr.com/blog/call-center-kpi-benchmarks-by-industry/" class="font-semibold text-primaryOceanBlue hover:underline">80%</a>. </li><li class="m-0 p-0"><strong class="font-bold">Net promoter score: </strong><a data-link-type="external" href="https://www.sprinklr.com/cxm/net-promoter-score/" class="font-semibold text-primaryOceanBlue hover:underline">Net promoter score or NPS</a> measures how likely your customers are to recommend your brand to others. </li><li class="m-0 p-0"><strong class="font-bold">Shopping cart abandonment rate: </strong>Shopping cart abandonment or customers who leave without completing a purchase could indicate friction at the point of sale, which can be controlled by timely support intervention. </li></ol></div></div></div><h2><span id="toc-4" class="relative -top-[200px]"></span>Success stories: 3 examples of excellent customer service in e-commerce</h2><p>Brands that adopt a strategic e-commerce customer service plan find its benefits in alleviating multiple pain points. Here are three brands that have got it right. </p><h4>1: How H&M leverages AI chatbots for personalized shopping recommendations </h4><p>H&M, a brand known for its affordable, fashionable, and sustainable clothing, realized that it had to capitalize on digital capabilities if it wanted to boost its sales in the current market. A traditional retail store just didn’t cut it. The fashion retailer turned to artificial intelligence to improve its customers’ online shopping experience. </p><p>H&M deployed a conversational chatbot on its website and app to understand its customers’ styling needs through a nifty quiz. The chatbot gathers information about the customers’ style and then links them to relevant products on its website. </p><p><a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/conversational-ai-in-retail/"><u>Conversational AI in retail customer service</u></a> is known to improve <a href="/cxm/customer-engagement/" class="font-semibold text-primaryOceanBlue hover:underline">customer engagement</a>, providing personalized shopping guidance and recommendations. This approach helped the retailer match the modern consumer’s demand for personalization and convenience Today, <a data-link-type="external" href="https://www.retail-insight-network.com/features/chatbots-in-retail-ai-experience/" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow">up to 40%</a> of U.S. teenagers use H&M’s bot for their shopping and support needs. </p><button class="cursor-zoom-in"><img alt="download (97)" loading="lazy" width="960" height="472" decoding="async" data-nimg="1" class="max-w-full object-contain object-left max-h-[480px] tablet-sm:max-h-[720px] desktop-sm:max-h-[500px] desktop-lg:max-h-[500px]" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1eJww8fqotLo8P09KVKm5W/87b5c5cc66075292372deac4a7095129/download__97_.png?w=1080&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/1eJww8fqotLo8P09KVKm5W/87b5c5cc66075292372deac4a7095129/download__97_.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/1eJww8fqotLo8P09KVKm5W/87b5c5cc66075292372deac4a7095129/download__97_.png?w=1920&q=50&fm=webp"/></button><p><a data-link-type="external" href="https://www.chatbotguide.org/h-m-bot" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow">Source</a> </p><h4>2. How Nike maintained service levels via an app-based approach </h4><p>Much like many retailers, Nike had to pivot from a predominantly physical retail model to an e-commerce model. The shoemaker struggled with matching the high service standards set by its stores and staff. To maintain service levels and glean customer feedback, Nike created four apps (SNKRS, the NIKE Mobile App, NTC and NRC). </p><p>From these apps, Nike was able to glean data-driven insights from <a data-link-type="external" href="https://www.thestack.technology/nike-hits-500-million-app-users/" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow">500 million users</a> to improve its e-commerce customer care. It also succeeded in growing its digital business threefold and its direct revenue by 18%. </p><button class="cursor-zoom-in"><img alt="download (98)" loading="lazy" width="750" height="1000" decoding="async" data-nimg="1" class="max-w-full object-contain object-left max-h-[480px] tablet-sm:max-h-[720px] desktop-sm:max-h-[500px] desktop-lg:max-h-[500px]" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1LvLIS7iF7M9IUmLfDJjkd/bebd443e04b5fd1f3e271567db78bc25/download__98_.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/1LvLIS7iF7M9IUmLfDJjkd/bebd443e04b5fd1f3e271567db78bc25/download__98_.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/1LvLIS7iF7M9IUmLfDJjkd/bebd443e04b5fd1f3e271567db78bc25/download__98_.png?w=1920&q=50&fm=webp"/></button><p><a data-link-type="external" href="https://www.nike.com/in/membership/free-running-training-apps" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow">Source</a> </p><h4>3: How boAt leverages customized interactions to boost conversions </h4><p>Indian wearable tech company boAt had multiple struggles with its e-commerce business, mostly around growing customer support demand. As its customer base grew, its contact center traffic grew, and agents struggled with managing notifications and customer inquiries. The company teamed up with <a class="font-semibold text-primaryOceanBlue hover:underline" href="/products/social-media-management/conversational-commerce/"><u>Sprinklr for conversational commerce</u></a> assistance. </p><p>It integrated messaging platform WhatsApp into its real-time customer engagement process. As a result, the company was able to initiate 500K WhatsApp conversations to increase conversions and reduced 185,000 abandoned carts to generate $18,000. Read the full story <a class="font-semibold text-primaryOceanBlue hover:underline" href="/stories/boat-conversational-commerce/">here</a>. </p><button class="cursor-zoom-in"><img alt="download (99)" loading="lazy" width="1487" height="1110" decoding="async" data-nimg="1" class="max-w-full object-contain object-left max-h-[480px] tablet-sm:max-h-[720px] desktop-sm:max-h-[500px] desktop-lg:max-h-[500px]" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1jWMT1Ao1TLWLN3SJgbRSG/0a80145ada6e6ef225e671fc0a08c490/download__99_.png?w=1920&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/1jWMT1Ao1TLWLN3SJgbRSG/0a80145ada6e6ef225e671fc0a08c490/download__99_.png?w=3840&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/1jWMT1Ao1TLWLN3SJgbRSG/0a80145ada6e6ef225e671fc0a08c490/download__99_.png?w=3840&q=50&fm=webp"/></button><p>Impressed by what boAt did? You can do the same for your e-commerce brand with Sprinklr Service’s suite of products. Take a demo of our offerings to see the change you’ll want to keep making. </p><a data-link-type="external" href="https://www.sprinklr.com/demo-care/" class="block mx-auto w-fit"><div class="spr-btn spr-btn-primary spr-btn-default"><span>REQUEST DEMO</span></div></a><p></p><script type="application/ld+json">{"@type":"FAQPage","mainEntity":[{"@type":"Question","name":"How can businesses ensure data privacy in e-commerce customer service? ","acceptedAnswer":{"@type":"Answer","text":"<p>E-commerce companies need to follow global data protection laws like GDPR, use robust authentication procedures and provide safe encryption in order to protect customer information. </p>"}},{"@type":"Question","name":"What role does AI play in e-commerce customer service? ","acceptedAnswer":{"@type":"Answer","text":"<p>AI plays a major part in automated customer care for e-commerce businesses via chatbots, live chat, and other channels. In order to enhance customer service, it can also be used for data analysis and customer insights </p>"}},{"@type":"Question","name":"What are the future trends in e-commerce customer service? ","acceptedAnswer":{"@type":"Answer","text":"<p>Apart from the influence of AI, e-commerce customer service trends will include more voice and video support, hyper-personalization and augmented reality support. </p>"}}]}</script><div class="flex flex-col items-center justify-center mx-auto desktop-sm:px-0 desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] px-0 tablet-sm:px-0"><p class="whitespace-pre-line text-center text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-3">Frequently Asked Questions</p><div class="w-full desktop-sm:w-full desktop-lg:w-full"><div class="w-full"><div class="w-full pt-2 desktop-sm:pt-5 desktop-lg:pt-7" data-orientation="vertical"><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R4um39lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:Rum39lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>How can businesses ensure data privacy in e-commerce customer service? </button><div data-state="closed" id="radix-:R4um39lammmlda:" role="region" aria-labelledby="radix-:Rum39lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>E-commerce companies need to follow global data protection laws like GDPR, use robust authentication procedures and provide safe encryption in order to protect customer information. </p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R5em39lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R1em39lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>How does e-commerce customer service impact customer loyalty? </button><div data-state="closed" id="radix-:R5em39lammmlda:" role="region" aria-labelledby="radix-:R1em39lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Good e-commerce customer service offers several service channels, round-the-clock assistance, prompt and efficient responses and customized solutions. Higher levels of client satisfaction and loyalty follow from this. </p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R5um39lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R1um39lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>Can e-commerce customer service be personalized? </button><div data-state="closed" id="radix-:R5um39lammmlda:" role="region" aria-labelledby="radix-:R1um39lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Absolutely. In order to provide personalized assistance to every consumer, e-commerce customer support can make use of conversational analytics, historical data and agent connections with customers. Some firms, for example, employ AI to offer support on the channels that customers use the most. </p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R6em39lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R2em39lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>What role does AI play in e-commerce customer service? </button><div data-state="closed" id="radix-:R6em39lammmlda:" role="region" aria-labelledby="radix-:R2em39lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>AI plays a major part in automated customer care for e-commerce businesses via chatbots, live chat, and other channels. In order to enhance customer service, it can also be used for data analysis and customer insights </p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R6um39lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R2um39lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>What are the future trends in e-commerce customer service? </button><div data-state="closed" id="radix-:R6um39lammmlda:" role="region" aria-labelledby="radix-:R2um39lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Apart from the influence of AI, e-commerce customer service trends will include more voice and video support, hyper-personalization and augmented reality support. </p></div></div></div></div></div></div></div></div></div></div></div><div class="max-desktop-sm:hidden"><div style="--header-height:0px;--subnav-height:0px;--sticky-top-margin:20px" class="w-[268px] desktop-lg:w-[344px] h-fit sticky top-[calc(var(--header-height)_+_var(--subnav-height)_+_var(--sticky-top-margin))] flex-none"><div class="grid transition-[opacity,grid-template-rows] duration-500 w-full grid-rows-[0fr] opacity-0"><div class="w-full overflow-hidden after:block after:w-full after:h-10"><div class="text-cometBlack text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase mb-6">Table of contents</div><div class="relative [--scrollbar-width:4px] before:absolute before:top-0 before:w-[calc(100%-var(--scrollbar-width))] before:h-5 before:z-30 before:block before:pointer-events-none before:bg-gradient-to-b before:from-white before:to-transparent before:transition-opacity before:duration-200 after:absolute after:bottom-0 before:left-0 after:w-[calc(100%-var(--scrollbar-width))] after:h-5 after:z-30 after:block after:pointer-events-none after:bg-gradient-to-t after:from-white after:to-transparent after:transition-opacity after:duration-200 before:opacity-0 after:opacity-0"><div class="relative not-prose [list-style:initial] toc-scrollbar pe-4 max-h-[268px] desktop-lg:max-h-[278px] overflow-y-auto"><ul class="space-y-4 desktop-lg:space-y-6"></ul></div></div></div></div><div class="transition-opacity duration-500 opacity-0"><div class="rounded w-full bg-angledSkyGradient p-4 desktop-lg:p-6"><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-lg:text-tablet/heading-4 mb-3 desktop-lg:mb-4">Let Sprinklr reduce your contact center costs</p><p class="whitespace-pre-line text-tablet-sm/body-4 desktop-lg:text-tablet-sm/body-3 mb-6 desktop-lg:mb-8">Make life easier for your customers, your agents and yourself with Sprinklr’s all-in-one contact center platform.</p><a data-link-type="external" href="https://lite.sprinklr.com/signup?product=service"><div class="spr-btn spr-btn-primary spr-btn-default"><span>Start Free Trial</span></div></a></div></div><div class="transition-opacity duration-500 opacity-0"><div class="flex-none w-full desktop-sm:w-[268px] desktop-lg:w-[340px] text-cometBlack my-10 border-lightGrey border-b-2"></div><div class="text-cometBlack text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase mb-6">Related Articles</div><div class="space-y-4"><div class=" text-primaryOceanBlue 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src="//images.ctfassets.net/ukazlt65o6hl/6VEbFGmpXfWlz6QKlATmbV/333d1227ea4d2d3daa5802903305c509/Feature_banner-Conversational_AI_in_ecommerce_use_cases.jpeg?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/conversational-ai-in-e-commerce/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Conversational AI in E-Commerce: Top Use Cases </div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/bhavya-aggarwal/"><div class="text-primaryOceanBlue font-bold hover:underline">Bhavya Aggarwal</div></a><div class="text-mediumGrey desktop-lg:mt-2 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class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="https://www.sprinklr.com/spr-og.png?w=1080&q=50&fm=webp 1x, https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp 2x" src="https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/cxm/what-is-customer-service/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Customer Service: Everything You Need to Know in 2024</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a 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Gary Vaynerchuk perfectly articulates this when he says, “In e-commerce, your customer service is your brand. It’s what sets you apart from the competition.” \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"It’s common knowledge that the modern customer expects immediacy, personalization, and flawless support experiences. Everything from necessities to luxuries can be delivered to your home with just a few clicks thanks to the ease of online shopping. Now more than ever, customer service for e-commerce businesses can bridge the gap between one-time transactions and continued business with a client. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Customer service is the number one factor that decides if a customer will continue buying from you or switch to a rival. In the U.S, \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-service-statistics/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"60%% of customers\"]],\"prefetch\":true}],[false,\" quit doing business with a company they like if it frequently underdelivers customer service. Putting e-commerce customer service on the back burner can be a costly mistake for large companies competing in a crowded marketplace. \"]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"In this blog, we will talk about everything you need to know about e-commerce customer support in 2024, including its key components, benefits, deployment, and optimization tactics. \"]]}],[\"$\",\"$L31\",null,{\"contentType\":\"embedTableOfContents\",\"content\":{\"nodeType\":\"document\",\"content\":[{\"data\":{\"anchorId\":\"toc-0\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is e-commerce customer service? \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-1\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key components of e-commerce customer service \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-2\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4 big benefits of e-commerce customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-3\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to deploy customer support for e-commerce [+ best practices]\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-4\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Success stories: 3 examples of excellent customer service in e-commerce\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"}]}}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-0\",\"className\":\"relative -top-[200px]\"}],[[false,\"What is e-commerce customer service? \"]]]}],[\"$\",\"p\",\"6\",{\"children\":[[false,\"E-commerce customer service is the process of assisting and supporting customers throughout their online shopping journey on shopping platforms and other channels. Customer support to online shoppers includes answering queries and providing assistance around: \"]]}],[\"$\",\"ul\",\"7\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Product information like specifications or availability \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Order management including tracking and cancellations \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Refunds and exchanges \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Payment methods \"]]]}],[\"$\",\"li\",\"4\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Security concerns \"]]]}],[\"$\",\"li\",\"5\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Account management, and so on. \"]]]}]]}],[\"$\",\"p\",\"8\",{\"children\":[[false,\"The goal of customer care for e-commerce businesses is not just to improve customer satisfaction but to cut through the competition and convert one-time buyers into repeat customers. It plays a vital role in extending your \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-lifetime-value/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer lifetime value (CLV)\"]]}],[false,\" by complementing your sales, marketing and strategic business initiatives. \"]]}],[\"$\",\"p\",\"9\",{\"children\":[[false,\"Another point worth noting is that e-commerce customer support extends well beyond the point of sale, nurturing customers through after-sales, loyalty and advocacy stages of the \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-journey/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer journey\"]]}],[false,\". Done effectively, online shopping support can transform the entire customer experience, winning over loyal customers in a crowded marketplace. \"]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"💡 Good to know: \"]}],[false,\"In any industry, good customer service is built atop foundational pillars like: \"]]}],[\"$\",\"ol\",\"1\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Accessibility \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"In-depth product and service knowledge \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Personalized attention \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Customer empathy \"]]]}],[\"$\",\"li\",\"4\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Responsiveness \"]]]}],[\"$\",\"li\",\"5\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Customer-centricity \"]]]}],[\"$\",\"li\",\"6\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Proactiveness \"]]]}],[\"$\",\"li\",\"7\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Tools and technology \"]]]}]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"In e-commerce, implementing these can go a long way to gratify customers. The\"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\" latest CX statistics\"]]}],[false,\" claim that 80% of American shoppers have come to expect speed, convenience, product knowledge, and empathy as part of good customer service. \"]]}],[\"$\",\"p\",\"3\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[\"$\",\"i\",null,{\"children\":[false,\"Learn more: \"]}]}],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/blog/pillars-of-customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[\"$\",\"i\",null,{\"children\":[false,\"8 Pillars of Good Customer Service\"]}]}]]}],[false,\" \"]]}]]}]}]}]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-1\",\"className\":\"relative -top-[200px]\"}],[[false,\"Key components of e-commerce customer service \"]]]}],[\"$\",\"p\",\"12\",{\"children\":[[false,\"Accessibility is an important aspect of e-commerce customer support as customers flit from online to offline, social to website to complete their shopping journey. To make the journey as smooth and seamless as possible, you will need to provide \"],[\"$\",\"a\",null,{\"href\":\"/cxm/omnichannel-customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"omnichannel customer service\"]]}],[false,\". \"]]}],[\"$\",\"p\",\"13\",{\"children\":[[false,\"Support availability across popular \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-service-channels/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer support channels\"]],\"prefetch\":true}],[false,\", digital or otherwise, ensures customers get help whenever they need it. The key components of e-commerce customer service typically are: \"]]}],[\"$\",\"ol\",\"14\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Live chat\"]}],[false,\": Best for real-time and quick assistance to customers for queries or issues. Its biggest advantages are speed, co-browsing, and video chat. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Email\"]}],[false,\": Best for providing support during non-business hours. E-mail support is also handy for troubleshooting technical problems with visual aids and attachments. \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Social media\"]}],[false,\": Best for catering to tech-savvy customers who prefer social media channels for product research and shopping. \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/social-media-customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Social customer care\"]],\"prefetch\":true}],[false,\" is also important for monitoring brand sentiment and responding quickly to escalations. \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Self-service options\"]}],[false,\": Best for customers who prefer to find their own solutions, FAQs, knowledge bases, chatbots, and \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-community/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer communities\"]],\"prefetch\":true}],[false,\" can empower them with quick resolutions. \"]]]}],[\"$\",\"li\",\"4\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Phone: \"]}],[false,\"Best for customers who need direct, personal and urgent assistance on complex matters that need guidance, such as troubleshooting for technical glitches in software. \"]]]}],[\"$\",\"li\",\"5\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Review platforms: \"]}],[false,\"Best for addressing concerns of disgruntled and dissatisfied customers. Providing an apology and resolution method for poor experiences can build trust in your brand. \"]]]}],[\"$\",\"li\",\"6\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"SMS: \"]}],[false,\"Best for quick and time-sensitive communication such as order confirmation, tracking details or reminders. \"]]]}]]}],[\"$\",\"p\",\"15\",{\"children\":[[false,\"A combination of such support components will give customers flexibility, accessibility and convenience to choose their preferred support channel at every touchpoint. As an e-commerce business, it becomes your responsibility to ensure each support channel complements the others, ensuring customers get help whenever and wherever they need it, with minimal friction. It’s also important to match customer expectations regarding response time on these channels so \"],[\"$\",\"a\",null,{\"href\":\"/customer-service-glossary/customer-frustration/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer frustration\"]]}],[false,\" doesn’t set in. \"]]}],[\"$\",\"p\",\"16\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[\"$\",\"i\",null,{\"children\":[false,\"Also read: \"]}]}],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-response-time/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"i\",\"0\",{\"children\":[false,\"8 Expert Tips to Improve Customer Response Times\"]}]],\"prefetch\":true}],[false,\" \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"E-commerce customer service vs. retail customer service \"]]]}],[\"$\",\"p\",\"18\",{\"children\":[[false,\"Retail customer service is the process of assisting customers in physical stores or during in-person shopping experiences typically through direct interactions with staff and phone calls. 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Here are the finer differences between the two: \"]]}],[\"$\",\"div\",null,{\"className\":\"w-full max-tablet-sm:overflow-x-auto\",\"children\":[\"$\",\"table\",null,{\"className\":\"max-tablet-sm:mb-4 overflow-hidden border-separate border-spacing-0\",\"children\":[\"$\",\"tbody\",null,{\"className\":\"[\u0026\u003e*:first-child\u003e*:first-child]:rounded-tl-[8px] [\u0026\u003e*:first-child\u003e*:last-child]:rounded-tr-[8px] [\u0026\u003e*:last-child\u003e*:first-child]:rounded-bl-[8px] [\u0026\u003e*:last-child\u003e*:last-child]:rounded-br-[8px] [\u0026\u003e*:first-child\u003e*]:border-t\",\"children\":[[\"$\",\"tr\",\"0\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"bg-deepSkyBlue text-white relative align-top border-r border-b first:border-l border-lightGrey text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-6 desktop-lg:text-desktop-large/body-2-bold p-4 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Customer Service\"]}],[false,\" \"]]}]]}]]}],[\"$\",\"tr\",\"1\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Interaction method\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Largely digital, including live chat, email, social media, self-service, etc. \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"In-person (through staff and service desks) or on the phone \"]]}]]}]]}],[\"$\",\"tr\",\"2\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Availability\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Round-the-clock support across different channels \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Typically limited to business hours and human resource availability \"]]}]]}]]}],[\"$\",\"tr\",\"3\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Response time\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Short or instant via chatbots, live chat or social media \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Longer, depending on agent availability \"]]}]]}]]}],[\"$\",\"tr\",\"4\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Personalization\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"High, as digital support tools are powered by data analysis \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Variable, depending on agents’ skill set, training and product knowledge \"]]}]]}]]}],[\"$\",\"tr\",\"5\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Challenges\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Technical issues, low touch, data leakage \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Delayed support times, poor agent training, subject to inconsistency \"]]}]]}]]}],[\"$\",\"tr\",\"6\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Opportunities\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Opportunity to provide 24/7 service, scale quickly, offer a choice of support channels \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Opportunity for relationship-building and upselling \"]]}]]}]]}],[\"$\",\"tr\",\"7\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Cost \"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Low operating and scaling costs, thanks to automation \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"High ongoing cost because of standing staffing and training demands \"]]}]]}]]}]]}]}]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-2\",\"className\":\"relative -top-[200px]\"}],[[false,\"4 big benefits of e-commerce customer service\"]]]}],[\"$\",\"p\",\"21\",{\"children\":[[false,\"The world of e-commerce is growing rapidly with revenue estimated to reach a projected market volume of \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.statista.com/outlook/emo/ecommerce/worldwide\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"$$6,478 billion by 2029\"]]}],[false,\". As the market balloons and competition intensifies, customer expectations will extend beyond present challenges to give rise to new ones. More transaction volume will lead to more support requests. Is it worth the while to invest in building your e-commerce customer support amidst such a flux? Yes, it does. Here are four reasons why: \"]]}],[\"$\",\"h4\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"It enhances customer satisfaction\"]}],[false,\" \"]]]}],[\"$\",\"p\",\"23\",{\"children\":[[false,\"With timely and responsive support, you can provide instant responses to customers improving their satisfaction levels (\"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-satisfaction/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"CSAT\"]]}],[false,\"). According to Forrester, \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/improve-customer-service-response-time-with-AI/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"66% of consumers\"]],\"prefetch\":true}],[false,\" believe businesses that value their time get the most important thing right about customer service. Using instant messaging tools like social media and live chat, businesses can connect with customers quickly to solve their problems as they arise. Once a ticket is resolved, 86% of customers who use \"],[\"$\",\"a\",null,{\"href\":\"/cxm/live-chat-support/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"live chat support\"]]}],[false,\" say they feel gratified. Additionally, if you excel at \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/personalized-customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"personalized customer service\"]],\"prefetch\":true}],[false,\", you gratify 71% of customers who expect a high degree of personalization from brands they patronize. \"]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Are you up for the CSAT Challenge?\"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"23 social, 11 messaging, chat, SMS and email channels. That’s how many different platforms each customer uses on average for communication with a business. Faltering on even one channel is enough to bounce away customers to competitors. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Does your \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/blog/customer-service-strategy/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"customer support strategy\"]]}],[false,\" optimize for all of this to improve satisfaction? \"]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"Probably not. \"]]}],[\"$\",\"p\",\"4\",{\"children\":[[false,\"Download the \"],[\"$\",\"i\",\"1\",{\"children\":[false,\"Sprinklr Service Strategic Handbook\"]}],[false,\" to learn more about real-time communication, building “care communities” and creating an effective customer service strategy. Start multiplying your CSAT today! \"]]}],[\"$\",\"$L19\",null,{\"contentType\":\"cta\",\"id\":\"Vci03NqyuKsxA8uQmmaLL\",\"name\":\"DOWNLOAD EBOOK \",\"type\":\"BUTTON\",\"text\":\"DOWNLOAD EBOOK \",\"action\":\"NAVIGATE\",\"url\":\"https://www.sprinklr.com/resources/customer-service-strategic-handbook/\",\"label\":\"DOWNLOAD EBOOK \",\"variant\":\"primary\",\"containerClassName\":\"block mx-auto w-fit\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"DOWNLOAD EBOOK \"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default\"}]}]]}]}]}]}],[\"$\",\"h4\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"It boosts customer loyalty\"]}],[false,\" \"]]]}],[\"$\",\"p\",\"26\",{\"children\":[[false,\"\"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-retention/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Customer retention\"]]}],[false,\" is a topmost challenge for e-commerce brands worldwide, owing to cut-throat competition and razor-thin margins in the retail industry. That’s where efficient customer support plays a crucial role. \"]]}],[\"$\",\"p\",\"27\",{\"children\":[[false,\"Besides improving in-the-moment customer satisfaction, it also fosters long-term \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-loyalty/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer loyalty\"]]}],[false,\" that keeps the competition at bay. How does this happen? E-commerce customer service provides a unique opportunity to build strong customer relationships via direct messaging and online communities. Using helpful content, social media engagement, \"],[\"$\",\"a\",null,{\"href\":\"/cxm/ugc/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"user-generated content\"]]}],[false,\", and other community-building activities, brands can foster a sense of belonging and loyalty among customers. \"]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"✅ Just Do It\"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"Did you know that on average, just three out of 10 customers continue to buy from an e-commerce brand for over a year? \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Brands like Nike have leveraged their online communities to build trust among customers and turn them into brand advocates. If you are a large e-commerce business looking to create a buzzing online community, check out this video for 7 proven tips. \"]]}],[\"$\",\"div\",null,{\"className\":\"relative w-full aspect-video h-auto [\u0026\u003eiframe]:absolute [\u0026\u003eiframe]:h-full [\u0026\u003eiframe]:w-full [\u0026\u003eiframe]:inset-0\",\"dangerouslySetInnerHTML\":{\"__html\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/vnr36pYG58g?si=ZUtHPK7mQ06RukBW\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}}]]}]}]}]}],[\"$\",\"h4\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"It bolsters brand reputation\"]}],[false,\" \"]]]}],[\"$\",\"p\",\"30\",{\"children\":[[false,\"Customers who are satisfied with \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-interaction/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"support interactions\"]]}],[false,\" with a brand are 97% more likely to recommend the brand to family and friends. Positive word-of-mouth recommendations improve your reputation as a customer-centric brand. As the \"],[\"$\",\"a\",null,{\"href\":\"/cxm/voice-of-customer/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"voice of the customer\"]}]]}],[false,\" grows stronger and louder, you start attracting better leads, talent, influencers, and partners, opening up growth avenues for yourself. \"]]}],[\"$\",\"h4\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"It multiplies revenue growth and opportunities\"]}],[false,\" \"]]]}],[\"$\",\"p\",\"32\",{\"children\":[[false,\"E-commerce customer service, when done right, can yield numerous financial benefits. Firstly, it can directly contribute to higher sales through repeat and new customers. Converting old customers is 25% cheaper than acquiring new ones. \"]]}],[\"$\",\"p\",\"33\",{\"children\":[[false,\"In addition, efficient customer care through self-service tools and digital channels can reduce your call volume and support costs. For instance, \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/conversational-ai-statistics/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"conversational AI statistics\"]],\"prefetch\":true}],[false,\" claim that self-service solutions like chatbots are 30% cheaper than human intervention. \"]]}],[\"$\",\"p\",\"34\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[\"$\",\"i\",null,{\"children\":[false,\"Eager to learn more? Read\"]}]}],[\"$\",\"i\",\"1\",{\"children\":[false,\" \"]}],[\"$\",\"$L30\",null,{\"href\":\"/blog/conversational-ai-in-retail/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"i\",\"0\",{\"children\":[false,\"how conversational AI benefits retail businesses\"]}]],\"prefetch\":true}],[\"$\",\"i\",\"3\",{\"children\":[false,\".\"]}],[false,\" \"]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"A Customized Solution for E-Commerce Vendors\"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"Imagine a customer support platform that arms e-commerce brands with real-time insights and a 360* customer view, enabling you to spot and eliminate friction points in the online shopping journey before they can cause cart abandonment or churn. That’s what 200+ retailers witnessed by using \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/industries/retail/#360-degree-consumer-and-market-intelligence\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"Sprinklr’s customized retail solution\"]]}],[false,\". Powered by advanced AI, Sprinklr gives: \"]]}],[\"$\",\"ul\",\"2\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Full transparency into call-center conversations for precise root-cause analysis \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"A plethora of self-service options including search-engine-friendly knowledge bases and conversational bots \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Unified experience across 30+ support channels \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"360* consumer intelligence and analytics for continuous improvement \"]]]}]]}],[\"$\",\"$L19\",null,{\"contentType\":\"cta\",\"id\":\"2Gcl966undha92YRufO3kq\",\"name\":\"Grab a Demo\",\"type\":\"BUTTON\",\"text\":\"Grab a Demo\",\"action\":\"NAVIGATE\",\"url\":\"https://www.sprinklr.com/demo/\",\"label\":\"Grab a Demo\",\"variant\":\"primary\",\"containerClassName\":\"block mx-auto w-fit\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"Grab a Demo\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default\"}]}]]}]}]}]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-3\",\"className\":\"relative -top-[200px]\"}],[[false,\"How to deploy customer support for e-commerce [+ best practices]\"]]]}],[\"$\",\"p\",\"37\",{\"children\":[[false,\"Now that you understand the gravity of implementing a robust customer support solution for your e-commerce brand, Here’s a step-by-step guide on how to do the implementation effectively: \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 1: Define your retail customer service strategy \"]]]}],[\"$\",\"p\",\"39\",{\"children\":[[false,\"A well-defined \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-service-strategy/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer service strategy\"]],\"prefetch\":true}],[false,\" will function as the fulcrum of the support you provide. An e-commerce customer service strategy must align with larger organizational goals and customer preferences. The support strategy will dictate all the moving parts of the customer support function, from the kind of training given to agents to the support tools you implement. \"]]}],[\"$\",\"p\",\"40\",{\"children\":[[false,\"For instance, if you are a luxury goods retailer, your customer support strategy should emphasize high-quality interactions and personalization. You could implement \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/high-touch-customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"high-touch customer support\"]],\"prefetch\":true}],[false,\", where every interaction is led by personal greetings, references to historical conversations and targeted recommendations based on specific preferences of your customer persona. \"]]}],[\"$\",\"p\",\"41\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Best Practices:\"]}],[false,\" \"]]}],[\"$\",\"ul\",\"42\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Understand your audience and industry by building customer personas and competitive analysis. This will allow you to craft a competitive and effective support strategy. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Connect with top leadership and stakeholders to double down on company goals. Use this framework to identify your \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-service-goals/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer service goals\"]],\"prefetch\":true}],[false,\", channels, tools, and policies. \"]]]}]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"The 4 C’s of a Successful Customer Support Strategy\"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"Regardless of customer service goals, industry or vision, certain tenets are integral to every successful customer service strategy. Consider these 4 C’s when drafting your customer support strategy: \"]]}],[\"$\",\"ol\",\"2\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"\"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/blog/customer-centricity/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Customer-centricity\"]}]]}],[\"$\",\"strong\",\"2\",{\"className\":\"font-bold\",\"children\":[false,\": \"]}],[false,\"Your support policies and practices should hinge on your customer’s needs, interests and preferences. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Convenience:\"]}],[false,\" Meet the customer where they are. Provide multiple support options and solutions. Use omnichannel customer support strategies to ensure interconnectedness. \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Consistency: \"]}],[false,\"Be consistent in your support across all channels by defining a \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/blog/customer-service-tone/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"customer service tone\"]]}],[false,\" for your agents to use. \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Communication: \"]}],[false,\"Enforce customer empathy and transparent communication over closing cases in record time. \"]]]}]]}]]}]}]}]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 2: Choose the right support channels \"]]]}],[\"$\",\"p\",\"45\",{\"children\":[[false,\"Your channel selection makes a bigger difference to customer experience than you’d imagine. It directly influences how quickly customer needs are met and how satisfied they are. For instance, offering voice-only support will likely limit your support experience as the channel is prone to long wait times. Contrarily, offering chatbot-led support is more satisfactory as chatbot responses are instantaneous. \"]]}],[\"$\",\"p\",\"46\",{\"children\":[[false,\"Offering multiple channels — such as live chat, email, social media, and phone support — will allow customers to choose the method that suits them best, enhancing their overall satisfaction. \"]]}],[\"$\",\"p\",\"47\",{\"children\":[[false,\"This doesn’t mean you spread yourself thin and cater to all channels out there. Each channel has its strengths so pick the ones that your customers prefer. For example, live chat provides instant responses, while email allows for detailed, thoughtful communication. Tech-savvy shoppers may prefer quick interactions through instant messaging, while others might appreciate the personal touch of phone support. \"]]}],[\"$\",\"p\",\"48\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Best Practices:\"]}],[false,\" \"]]}],[\"$\",\"ul\",\"49\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"\"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-interaction-analytics/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Analyze customer interactions\"]],\"prefetch\":true}],[false,\" to understand your customers’ channel preferences. This information will help you allocate resources in the right places. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Research shows that \"],[\"$\",\"$L32\",null,{\"href\":\"https://assets.ctfassets.net/2d5q1td6cyxq/5Gnh3Ge8bGeYE8u5AdPIlS/ee3bb5f3017aded8dcc6ccda75e06bb9/Growth_of_Mobile_and_Conversational_Commerce_USEN_mobile_optimized.pdf\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"98% of customers\"]]}],[false,\" want to connect with businesses through mobile interfaces. Ensure your e-commerce customer service is optimized for mobile. \"]]]}]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Did you know? \"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"\"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/blog/communication-channels/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"73% of customers\"]]}],[false,\" aged 18-49 find live chat extremely convenient to talk with businesses. If you are a business that focuses on this demographic, investing in \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/products/customer-service/livechat/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"live chat software\"]]}],[false,\" will help you connect with customers better. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Meet your customers where they are with Sprinklr’s live chat support software. \"]]}],[\"$\",\"$L1a\",\"3\",{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/2K8j1O2n4jIvkDh6BR9tXN/98ead5f21e016581d78148d7d8bad510/download__96_.png\",\"height\":874,\"width\":752,\"alt\":\"download (96)\"}],[\"$\",\"$L19\",null,{\"contentType\":\"cta\",\"id\":\"1vusnuy4T2kdmya9oYiMXj\",\"name\":\"REQUEST A DEMO\",\"type\":\"BUTTON\",\"text\":\"REQUEST A DEMO\",\"action\":\"NAVIGATE\",\"url\":\"https://www.sprinklr.com/demo-care/\",\"label\":\"REQUEST A DEMO\",\"variant\":\"primary\",\"containerClassName\":\"block mx-auto w-fit\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"REQUEST A DEMO\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default\"}]}]]}]}]}]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 3: Implement effective self-service tools\"]]]}],[\"$\",\"p\",\"52\",{\"children\":[[false,\"Almost 59% of customers prefer finding solutions on their own for simple problems. Having a robust \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-self-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer self-service system\"]}]]}],[false,\" as part of your e-commerce support strategy would not just make customers happy, but also lead to higher agent productivity and cost savings. Your customer self-service arsenal should include: \"]]}],[\"$\",\"ul\",\"53\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"\"],[\"$\",\"a\",null,{\"href\":\"/cxm/knowledge-base/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Knowledge bases\"]}]]}],[false,\" and help portals \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Video tutorials and guides \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"User forums and customer communities \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Web applications \"]]]}],[\"$\",\"li\",\"4\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"\"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-service-chatbots/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Customer service chatbots\"]}]]}],[false,\" and voice bots \"]]]}]]}],[\"$\",\"p\",\"54\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Best Practices:\"]}],[false,\" \"]]}],[\"$\",\"ul\",\"55\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Provide customers with video guides that are optimized for mobile. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Foster active online customer communities within your e-commerce ecosystem to allow customers to find solutions from peers. \"]]]}]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"💎 \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"True Story: Self-Service Cuts Resolution Time by 175% \"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"A prominent Middle Eastern fashion e-commerce retailer wanted to improve their customer satisfaction and retention by streamlining their technology solutions. They implemented Sprinklr’s unified customer experience management platform and enhanced self-service options. Here’s what happened: \"]]}],[\"$\",\"ul\",\"2\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Conversational AI:\"]}],[false,\" Deployed chat and voice bots to enable 24/7 self-service for common inquiries, reducing case resolution time by 175%. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"WhatsApp integration: \"]}],[false,\"Added WhatsApp as a communication channel for enhanced customer engagement. \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Unified data access: \"]}],[false,\"Consolidated tools for a unified view of customer interactions, facilitating faster issue resolution. \"]]]}]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"These enhancements resulted in a 50% decrease in customer service abandonment rates and significant cost savings. Read the full story \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/stories/middle-east-ecomretailer/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"here\"]]}],[false,\". \"]]}]]}]}]}]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 4: Train your support team well \"]]]}],[\"$\",\"p\",\"58\",{\"children\":[[false,\"There’s little doubt that digital customer support is the way forward. It’s quick, cheap, and convenient. However, human-led support is still relevant, especially in e-commerce. \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/call-center-statistics/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Over half of all customers\"]],\"prefetch\":true}],[false,\" with urgent issues prefer a phone conversation to online chats. In technical troubleshooting, escalations, and crises, customer satisfaction often boils down to how well your customer support reps handle the situation. \"]]}],[\"$\",\"p\",\"59\",{\"children\":[[false,\"That’s why \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-service-training/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"training your customer service agents\"]]}],[false,\" in brand ethos and customer service best practices should be high on the priority list of any e-commerce brand. Your training program should be designed to equip agents with product information as well as \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-service-skills/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer service skills\"]],\"prefetch\":true}],[false,\" they will require in daily operations. \"]]}],[\"$\",\"p\",\"60\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Best Practices:\"]}],[false,\" \"]]}],[\"$\",\"ul\",\"61\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Create a detailed customer service training program that spans product knowledge, communication skills, and conflict resolution. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"In soft skills training, prioritize \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-empathy/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer empathy\"]]}],[false,\", active listening, and problem-solving. Coach agents in tricky customer service scenarios around refunds, exchanges, complaints, and conflicts. \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Leverage technology to keep up with changing customer service needs, industry trends and customer expectations. \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Use \"],[\"$\",\"$L30\",null,{\"href\":\"/products/customer-service/quality-management/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"AI-powered quality management software\"]],\"prefetch\":true}],[false,\" to measure progress, identify skill gaps, and design learning pathways tailored to each agent's unique needs. \"]]]}]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 5: Measure customer service success\"]]]}],[\"$\",\"p\",\"63\",{\"children\":[[false,\"The e-commerce market is dynamic, with new service experiments and tools entering the domain at startling frequency. To stay competitive and viable, you need to track how your e-commerce customer service stacks up against competitors and the industry. \"]]}],[\"$\",\"p\",\"64\",{\"children\":[[false,\"What’s more, \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-service-analytics/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer service analytics\"]],\"prefetch\":true}],[false,\" identify persistent customer pain points and triggers that can escape the naked eye. It also surfaces improvisation opportunities and skills gaps in your workforce. Last but not least, it shows the overall sentiment around your customer service and brand. \",[\"$\",\"br\",null,{}],\" \",[\"$\",\"br\",null,{}],\" \"],[\"$\",\"strong\",\"3\",{\"className\":\"font-bold\",\"children\":[false,\"Best Practices:\"]}],[false,\" \"]]}],[\"$\",\"ul\",\"65\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Use customer feedback gathered via post-interaction \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-survey/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer surveys\"]]}],[false,\" and follow-ups to up your service. Analyze the underlying \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-sentiment/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer sentiment\"]]}],[false,\" and satisfaction level to capture improvement opportunities. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Benchmark your customer care performance on specific channels you serve. For example, benchmarks for call center and social will be different so it makes sense to track them separately. Likewise, there are separate customer support metrics for different channels. On social media, response time is crucial but on live chat, first response time is more important. \"]]]}]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Key Metrics to Measure and Improve Customer Care for E-Commerce\"]}],[false,\" \"]]}],[\"$\",\"ol\",\"1\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Response time: \"]}],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/blog/customer-response-time/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"Customer response time\"]]}],[false,\" is the average time in minutes, hours or days it takes you to respond to a customer's query, request or complaint. Compare industry standards across various channels, set a goal and work towards meeting it. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Resolution rate: \"]}],[false,\"This is the percentage of issues you resolve on the first contact with customers. The higher the rate, the better. \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Customer satisfaction score: \"]}],[false,\"CSAT or customer satisfaction is a critical metric that gauges customer satisfaction after an interaction. For instance, the industry average CSAT for e-commerce customer call centers is \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/blog/call-center-kpi-benchmarks-by-industry/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"80%\"]]}],[false,\". \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Net promoter score: \"]}],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/cxm/net-promoter-score/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"Net promoter score or NPS\"]]}],[false,\" measures how likely your customers are to recommend your brand to others. \"]]]}],[\"$\",\"li\",\"4\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Shopping cart abandonment rate: \"]}],[false,\"Shopping cart abandonment or customers who leave without completing a purchase could indicate friction at the point of sale, which can be controlled by timely support intervention. \"]]]}]]}]]}]}]}]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-4\",\"className\":\"relative -top-[200px]\"}],[[false,\"Success stories: 3 examples of excellent customer service in e-commerce\"]]]}],[\"$\",\"p\",\"68\",{\"children\":[[false,\"Brands that adopt a strategic e-commerce customer service plan find its benefits in alleviating multiple pain points. Here are three brands that have got it right. \"]]}],[\"$\",\"h4\",null,{\"children\":[null,[[false,\"1: How H\u0026M leverages AI chatbots for personalized shopping recommendations \"]]]}],[\"$\",\"p\",\"70\",{\"children\":[[false,\"H\u0026M, a brand known for its affordable, fashionable, and sustainable clothing, realized that it had to capitalize on digital capabilities if it wanted to boost its sales in the current market. A traditional retail store just didn’t cut it. The fashion retailer turned to artificial intelligence to improve its customers’ online shopping experience. \"]]}],[\"$\",\"p\",\"71\",{\"children\":[[false,\"H\u0026M deployed a conversational chatbot on its website and app to understand its customers’ styling needs through a nifty quiz. 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When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In today's fast-paced world of online shopping, keeping up with the latest trends isn't just a choice; it's a must. 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Conversational AI leads the charge in the e-commerce space, offering a seamless solution for delivering tailored experiences across multiple devices. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Take, for example, Stitch Fix, the online personal styling service that has mastered the art of personalized shopping. Leveraging conversational AI, Stitch Fix analyzes customer data across various devices to curate a bespoke shopping journey. By assessing customer preferences, style selections and feedback, their AI systems craft personalized recommendations that resonate with each shopper. This AI-driven personalization enhances \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and streamlines the data analysis process, which would otherwise be time-consuming and complex if done manually. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Analytics and forecasting\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Analytics has long been essential to the growth of e-commerce brands. However, conversational AI has evolved into a predictive powerhouse, enabling e-commerce brands to forecast trends and anticipate customer needs with unprecedented accuracy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Take Amazon, a pioneer in harnessing conversational AI for advanced analytics. By utilizing \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-interaction-analytics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer interaction analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", Amazon gains invaluable insights into shopping habits and preferences, allowing it to predict future trends and tailor its offerings accordingly. This data-driven approach not only empowers Amazon to stay ahead of the curve but also ensures that it delivers products and services that resonate with its customers on a deeper level. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Hands-free human-like interactions with voice\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Voice-enabled conversational AI like Amazon Alexa or Google Nest offers users a hands-free and human-like shopping experience. For example, your customers can just speak out loud to order a gift for their friend's birthday. This integration of voice technology into the shopping process makes it easier and more convenient for everyone to find what they need and place orders effortlessly. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But it's not just about convenience. Voice interactions can benefit individuals with disabilities, providing them with a vital connection to e-commerce platforms and services that may otherwise be challenging to access. With features like Alexa's dynamic pacing, text-to-speech capabilities and automatic modulation of voice tones, the conversational experience is more natural, enhancing \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and satisfaction.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Good to know:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Advanced \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/voice-bot/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"voice bots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" from Sprinklr offer auto modulations, dynamic pacing and expressive text-to-speech, empowering you to create compelling and human-like interactions with your customers effortlessly. Plus, by delivering \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" options, personalized interactions and easy transfers to live agents, Sprinklr voice bots give your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/contact-center/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" the capabilities to serve customers instantly, 24/7, at scale, all at a fraction of the cost of live agents.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"2OruQrhdO9QpsssMKJtHBl\",\"title\":\"Sprinklr Conversational AI+ for Voice\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2OruQrhdO9QpsssMKJtHBl/e402b2c90666a3439cd5402e952590fd/Sprinklr_Conversational_AI__for_Voice.webp\",\"details\":{\"size\":289700,\"image\":{\"width\":1920,\"height\":1107}},\"fileName\":\"Sprinklr Conversational AI+ for Voice.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5MklxBCKMpR9IqDhpvfJiq\",\"name\":\"Offer Instant Support 24X7 with Sprinklr Voice Bots\",\"type\":\"BUTTON\",\"text\":\"Request Demo\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo/\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Fraud detection\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conversational AI in e-commerce can help detect fraudulent activities to protect your business and customers. PayPal, for instance, employs conversational AI to detect and prevent \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"unauthorized\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" transactions by flagging suspicious communication patterns and typical inconsistencies that may suggest fraudulent activities. Furthermore, conversational AI in e-commerce verifies customer information before purchase, reducing the risk of false orders or payment fraud. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"4CfkEIzX5OkY8NO0vVjXXZ\",\"title\":\"How Sprinklr AI+ helps \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How Sprinklr AI+ helps\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In an age where data breaches and privacy concerns are at an all-time high, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI+\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" stands as a trusted ally, empowering you to mitigate risks and uphold the highest standards of data security and governance.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"By masking critical information such as dates, times, email IDs, URLs, IP addresses, and even driving licenses and medical license numbers, Sprinklr AI+ provides a comprehensive shield against potential threats and unauthorized access.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Also, what sets Sprinklr apart is its regex masking capabilities, which allow for tailored data masking solutions to meet specific customer requirements. Whether it's industry-specific regulations or internal data protection policies, Sprinklr AI+ can seamlessly accommodate diverse needs, ensuring \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-compliance/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"contact center compliance\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and peace of mind. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"4DxHsIlaaQMMRJntI30xIA\",\"title\":\"Sensitive data masking with Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4DxHsIlaaQMMRJntI30xIA/ecf1520f468e316f7c137aacab896ba2/Sensitive_data_masking_with_Sprinklr_Service.webp\",\"details\":{\"size\":393672,\"image\":{\"width\":1600,\"height\":1120}},\"fileName\":\"Sensitive data masking with Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"60edctjCJk4F1b462uWy8W\",\"name\":\"How Leading Brands are Using Chatbots in 2024\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/h_Nh1HohfKw?si=vz5zo9bcVV7NmON5?enablejsapi=1\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How e-commerce brands use conversational AI: Examples \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conversational AI is at the top of every marketing and business strategy team's wish list, from online retailers to established brands. Here are a few popular brands that have used it to great success. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1. Sephora \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" The renowned French beauty giant Sephora is at the forefront of innovation in the beauty industry, revolutionizing how customers discover and purchase products through its \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/intelligent-virtual-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"intelligent virtual agent\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", Sephora Virtual Artist. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Imagine receiving personalized beauty consultations, recommendations tailored to your skin type and preferences, and even virtually trying on makeup using augmented reality technology—all from the comfort of your own home. That's exactly what Sephora's Virtual Artist delivers, seamlessly integrating conversational AI into the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to elevate the shopping experience to new heights. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But the impact goes beyond just convenience. Sephora's conversational AI platform has fostered a strong fan following, with customers lauding the brand for its innovation and commitment to personalized service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"2XZTJLlcNjVxUm6xxGIfsg\",\"title\":\"Sephora Virtual Assist powered by Conversational AI\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2XZTJLlcNjVxUm6xxGIfsg/7d2f8901070188cc87b81033d46e1148/Sephora_Virtual_Assist_powered_by_Conversational_AI.png\",\"details\":{\"size\":1026924,\"image\":{\"width\":1371,\"height\":1152}},\"fileName\":\"Sephora Virtual Assist powered by Conversational AI.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://d3.harvard.edu/platform-digit/submission/sephora-a-technology-foundation-thats-more-than-skin-deep-and-a-digital-success-story-thats-more-than-meets-the-eye/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. Pizza Hut \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By leveraging \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-a-chatbot/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" on platforms like Twitter, Facebook Messenger, and Amazon Alexa, Pizza Hut has transformed customers' interactions with its brand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These chatbots empower customers to easily reorder previous orders, explore popular menu items and seamlessly link their social media accounts to Pizza Hut accounts for a more personalized experience. With support for delivery or carryout options from nearby locations, Pizza Hut's chatbots streamline the ordering process, making it faster and more convenient than ever before. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But the impact doesn't stop there. Pizza Hut's integration of conversational AI into its \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/digital-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"digital customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" has delivered significant results. For example, introducing a mobile-friendly web app resulted in a notable 30% increase in conversions. Customers appreciated the faster, more enjoyable and efficient pizza ordering process facilitated by this initiative. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"7vUrXwg7qoHJ2aVS4K879U\",\"title\":\"Pizza Hut Twitter bot interface for ordering pizzas based on previous orders, popular items,\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7vUrXwg7qoHJ2aVS4K879U/2f5149daa361a56fb1c327ce79486244/Pizza_Hut_Twitter_bot_interface_for_ordering_pizzas_based_on_previous_orders__popular_items_.png\",\"details\":{\"size\":631344,\"image\":{\"width\":1476,\"height\":773}},\"fileName\":\"Pizza Hut Twitter bot interface for ordering pizzas based on previous orders, popular items,.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.chatbotguide.org/pizzahut-bot\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"3. Shopify Sidekick \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Dubbed the \\\"ChatGPT for e-commerce merchants,\\\" Shopify Sidekick harnesses the power of conversational AI to assist users with tasks related to Shopify's functionality and business management. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From setting up discounts to summarizing sales data and even modifying Shopify-focused shop designs, Shopify Sidekick is a versatile tool that efficiently empowers users to tackle time-consuming and repetitive tasks. By leveraging the technical prowess of conversational AI, Shopify Sidekick molds itself to the unique needs of each user, offering personalized assistance tailored to their specific requirements. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"3ep7rRe85MMUSXZqFxAAzs\",\"title\":\"Shopify Sidekick generative AI conversational bot interface\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/3ep7rRe85MMUSXZqFxAAzs/d540d4f4cbe26eab3ae52cec38ffdfb2/Shopify_Sidekick_generative_AI_conversational_bot_interface.gif\",\"details\":{\"size\":2346224,\"image\":{\"width\":600,\"height\":405}},\"fileName\":\"Shopify Sidekick generative AI conversational bot interface.gif\",\"contentType\":\"image/gif\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://techcrunch.com/2023/07/26/shopify-sidekick-is-like-chatgpt-but-for-ecommerce-merchants/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4. H\u0026M \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"H\u0026M is leading the way in retail innovation by introducing AI chatbots that serve as virtual stylists. Their chatbot engages users in a style quiz to curate personalized outfit recommendations based on their responses. The chatbot adapts to users' preferences by offering alternative outfits if they dislike a suggested option and suggesting complementary clothes and accessories if they approve of an outfit. With its exceptional intelligence, H\u0026M's chatbot feature has redefined online shopping, making it more personalized, interactive and enjoyable. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5ICjE6cVAk6MocsVW0bb6I\",\"title\":\"H\u0026M conversational chatbot\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5ICjE6cVAk6MocsVW0bb6I/7102928f1ca809aae43128d0c4373ff4/H_M_conversational_chatbot_.png\",\"details\":{\"size\":378930,\"image\":{\"width\":1038,\"height\":528}},\"fileName\":\"H\u0026M conversational chatbot .png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.chatbotguide.org/h-m-bot\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5. Walmart \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As one of the world's largest retailers, Walmart has embraced conversational AI to enhance its customers' in-store shopping experience. With the introduction of its voice-activated \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/intelligent-virtual-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"intelligent virtual agent\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", Walmart Voice Order, customers can effortlessly add items to their cart, reorder products and even receive personalized recommendations simply by using voice commands. By harnessing the power of conversational AI, Walmart has simplified the shopping process, increased convenience and strengthened its competitive edge in the e-commerce landscape. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1KtLZD3LwBKD17pFLj5FU4\",\"title\":\"Walmart conversational chatbot\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1KtLZD3LwBKD17pFLj5FU4/34609f134979f81e3a5126d32dffe1d7/Walmart_conversational_chatbot.png\",\"details\":{\"size\":708550,\"image\":{\"width\":1290,\"height\":986}},\"fileName\":\"Walmart conversational chatbot.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.researchgate.net/figure/Walmart-Voice-Order-bot-for-online-grocery-Though-search-response-is-fairly-detailed_fig1_347125113\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Bonus Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/examples-of-good-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"13 Examples of Good Customer Service for Your Business\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Explore Sprinklr conversational AI platform, built for modern e-commerce \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In the fast-paced world of e-commerce, success hinges on more than just offering quality products or services—it's about delivering exceptional customer experiences that keep shoppers returning for more. However, navigating the complexities of customer engagement and support can often feel like an uphill battle, with challenges ranging from managing multiple channels to meeting the ever-evolving expectations of modern consumers.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This is where \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/conversational-ai/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr's Conversational AI platform\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" steps in, offering a comprehensive solution to alleviate the pain points that plague e-commerce businesses. With Sprinklr conversational AI platform, you can: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🚀Create and launch your generative AI-powered bots in minutes. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🎧Offer automated customer service across your chosen channels, including voice and chatbots, ensuring a seamless omnichannel experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💬Deliver tailored responses based on a comprehensive understanding of customer profiles, reducing response and resolution times through smart replies and pre-set responses. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📊Analyze customer conversations across more than 20 channels, optimizing future responses and enhancing customer engagement through \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/conversation-analytics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"conversation analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"We've witnessed promising initiatives lose momentum. Don't settle for the ordinary when it comes to conversational AI. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"jXc8N9aI6LY2OkHDFpmrd\",\"name\":\"Power Up Your E-commerce with Sprinklr Conversational AI \",\"type\":\"BUTTON\",\"text\":\"Power Up Your E-commerce with Sprinklr Conversational AI \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"nodeType\":\"embedded-entry-block\",\"content\":[],\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"2khC2p2HMZbc5CaS3rgeJi\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"78RUHPa9gTmM5NCks64rHp\",\"name\":\"How does Conversational AI integrate with existing e-commerce platforms? \",\"title\":\"How does Conversational AI integrate with existing e-commerce platforms? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conversational AI seamlessly integrates with existing e-commerce platforms by embedding chatbots or virtual assistants into websites or mobile apps. Integration involves connecting conversational AI systems with backend databases and APIs to access product information, inventory data, and order processing systems, ensuring a seamless shopping experience for users. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"2OmLjT96RIVSOQLT6QHLK5\",\"name\":\"How does Conversational AI in e-commerce handle privacy and security?\",\"title\":\"How does Conversational AI in e-commerce handle privacy and security?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Privacy and security are paramount concerns in e-commerce, and Conversational AI addresses these issues through stringent data protection measures. AI-powered chatbots adhere to strict privacy regulations and encryption standards, ensuring secure handling of sensitive customer data such as personal information and payment details. Authentication protocols, encryption algorithms, and regular security audits are implemented to safeguard user privacy and prevent unauthorized access or data breaches. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"5Vo69bH9jqlDPt561JeyXv\",\"name\":\"What are the challenges of implementing Conversational AI in e-commerce? \",\"title\":\"What are the challenges of implementing Conversational AI in e-commerce? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Implementing Conversational AI in e-commerce poses several challenges, including natural language understanding, context awareness, and maintaining conversational flow. AI algorithms must accurately interpret user queries, understand context, and provide relevant responses in real time. Additionally, integrating chatbots with existing systems and workflows, ensuring compatibility with diverse platforms and devices, and addressing scalability issues are critical considerations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"noContainerTopBottomPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}}},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"6VEbFGmpXfWlz6QKlATmbV\",\"title\":\"Feature banner-Conversational AI in ecommerce use cases\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6VEbFGmpXfWlz6QKlATmbV/333d1227ea4d2d3daa5802903305c509/Feature_banner-Conversational_AI_in_ecommerce_use_cases.jpeg\",\"details\":{\"size\":1675196,\"image\":{\"width\":9216,\"height\":4608}},\"fileName\":\"Feature banner-Conversational AI in ecommerce use cases.jpeg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/conversational-ai-in-e-commerce/\"},{\"id\":\"SgCnUAEjQ3bElksan4S1L\",\"title\":\"A comprehensive guide to digital customer service\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"ZtKbWT5b3LUYav7OfogyK\",\"authorName\":\"Sprinklr Team\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"6RWPfYpoWjDTbwWOyICvmb\",\"seoTitle\":\"Sprinklr Team\",\"seoDescription\":\"Get the latest articles and insights from Sprinklr Team. Stay updated with trends and practical advice.\"},\"person\":{\"contentType\":\"person\",\"id\":\"2g0VEwvAxj3FMTXLFpkChu\",\"entryTitle\":\"Sprinklr Team\",\"name\":\"Sprinklr Team\",\"type\":\"BLOG_AUTHOR\",\"slug\":\"sprinklr-team\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is digital customer service?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Digital customer service is the support a company provides to its customers through online channels like messaging apps, chatbots, texts (SMS), emails and social media platforms. So, while a company may still offer in-person and telephonic customer support, they may also supplement it with digital customer service for quicker resolutions and improved \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer satisfaction (CSAT)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\\n\\nSince the number of digital customer support channels outweighs traditional channels, it has become a way to stay connected with customers 24/7 and delight them with a quick, personalized \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/digital-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"digital customer experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Apart from the on-demand availability of digital customer service, its accessibility is also another factor responsible for its popularity and penetration. Customers and support teams can use various mobile devices (tablets, smartphones and laptops) to access and deliver support on the fly anytime, anywhere. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What are the benefits of digital customer service?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Digital customer service offers myriad benefits to customers and brands alike. Let's discuss them in detail.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Appeal to digital-native customers\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Modern customers (especially millennials and Gen-Z) spend many hours on digital channels, engaging with brands of their choice. That's why digital customer service fits the needs and expectations of digital-first customers like a glove. In fact, many discerning, click-happy customers base their purchase decisions largely on the convenience and speed of digital customer service a brand promises. In this digital world, for a brand to stay viable and competitive, digital customer support is non-negotiable.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Scalability\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Digital customer support is highly flexible and scalable, which makes it a perfect choice for evolving businesses. As your customer demand grows, you can simply add more digital channels to the mix without overshooting your budget or overhauling your brick-and-mortar infrastructure. Want to cater to a new audience demographic? Amplify your reach in the social channels they favor. There's no hassle of setting up a new facility or buying additional seats in a call center. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Good to know:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" If scalability is a focus area for your business, consider opting for a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/cloud-contact-center/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"cloud contact center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to manage all your digital customer support operations and resources via the cloud. With a pay-as-you-consume model, cloud contact centers let you add more channels, regions and teams without the hassle of software/hardware updates or maintenance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Cost-effectiveness\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Additionally, digital customer service proves to be more cost-efficient, especially if it includes solid \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Enabling customers to self-seek resolutions to their issues using channels like your brand's knowledge base portal, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/faq-chatbots/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"FAQ chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/virtual-agent/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"virtual agents\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is any day cheaper than \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-call-center/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service in a call center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Not only this, digital channels like chatbots and SMS work around the clock and give higher customer engagement and response rates than voice calls and regular mail. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Wider reach and multi-touch capabilities\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Digital customer service enables customer interactions across multiple channels without missing a beat. It leads your customer from website to app to WhatsApp and beyond in a matter of minutes.\\n\\nBrands with a strong \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"omnichannel customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" strategy can leverage customer data gathered on one channel to tailor experiences across channels and stay top of mind with multiple touches. Omnipresence further enables you to get deeper insights into your audience’s needs and opinions, giving you a competitive edge over peers.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Optimal resource management\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Owing to the asynchronous nature of many digital channels like emails and chatbots, your agents can handle multiple customers simultaneously. Agent intervention is required only in complex \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-scenarios/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service scenarios\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" with contextual agent handovers.\\n\\nDigital customer service tools are typically empowered to display case history and customer behavior trends, making information readily available for your agents to respond to customers quickly and move to the next customer much faster. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Easier data management\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Traditional customer service methods demanded manual data collection via forms and other error-prone documents. On the other hand, digital customer service tools are designed to gather customer data implicitly in the background and remove data duplicity and redundancy. With a digital service, you don’t need to ask the customer for the same data every time they connect with you for a resolution, paving the way for a friction-free \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer experience journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1OwgzKi2VInmRL6Ab1sSzL\",\"title\":\"Easier data management and contextual support using Sprinklr’s chatbots\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1OwgzKi2VInmRL6Ab1sSzL/53f8b405acb8ff4cdca8e265c9b71ba8/digital-customer-service-easier-data-management-ai-chatbot.webp\",\"details\":{\"size\":2050162,\"image\":{\"width\":1200,\"height\":844}},\"fileName\":\"digital-customer-service-easier-data-management-ai-chatbot.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key components of digital customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In digital customer service, there's no one-size-fits-all approach for brands to follow. It can be elaborate with a mix of traditional and digital channels, or linear with just digital components. In essence, your digital support offering is largely governed by your customer demands and needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Nonetheless, there are a few essential components of digital customer service that brands need to prioritize. Here they are.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Multichannel support and experience consistency\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As explained, to meet customers where they are, brands need to establish omnipresence on multiple channels like live chat, messaging apps, email and social media platforms. More importantly, the experience on all channels and touchpoints should be consistent and seamless.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Self-service portals\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Every customer request doesn't warrant a personalized response from a live agent. Routine requests like appointment setting, order processing status updates and refunds can be resolved through self-service tools like knowledge bases, tutorials and community forums. You can deflect customers to a dynamic \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"knowledge base\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of frequently asked questions, empowering them to seek information pertaining to product usage, order processing/shipping, company policies and more.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Chatbots and voice bots\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Virtual assistants and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/chatbots/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" on your website and app are a great addition to your digital offerings. They can quickly figure out the issue and direct the customer to the corresponding webpage on your website with the answer to the problem.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"53iKkWEFHrXY6XRVCuroOc\",\"title\":\"Chatbots resolve routine queries in quick time\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/53iKkWEFHrXY6XRVCuroOc/e0c0c89ac3468d10199db2edb04bbfb9/components-of-digital-customer-service-chatbots.webp\",\"details\":{\"size\":64990,\"image\":{\"width\":1920,\"height\":1782}},\"fileName\":\"components-of-digital-customer-service-chatbots.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Live chat\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What a virtual assistant cannot resolve, a human can. Many customers (especially aged and technologically challenged) still prefer speaking with a human as they seek answers. In addition, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/human-touch-in-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"the human touch in customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" becomes critical in escalated high-stakes conversations that are beyond the scope of automation and artificial intelligence. Hence, a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"live chat support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" option on your website and applications is integral to your digital customer service offerings.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Email and messaging apps\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Traditional emails, WhatsApp and text messaging apps never get old. They still form a primary touch point to raise a ticket or to deliver a resolution. From proactive outreach to timely push notifications and feedback surveys, there is an entire spectrum of customer support activities to be accomplished through messaging channels.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Social media engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Social care is an always-on channel for digital customer support and a great way to stay connected with your customers in real time. And if your customer support solution offers integrated proactive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/social-listening/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"social listening\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you can listen to your brand mentions and respond in time to manage customer emotions and brand reputation effectively. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Keeping tabs on your customers' social activities also gives you a sneak peek into their interests, enabling you to hyper-personalize your resolutions and support offerings. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"EGozW6aWSsjYj5lP9nr3O\",\"title\":\"Digital customer service through Sprinklr’s social media listening and engagement\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/EGozW6aWSsjYj5lP9nr3O/c18d731096ad0b64805606ce90740ffc/digital-customer-service-social-media-listening-and-engagement.webp\",\"details\":{\"size\":1619628,\"image\":{\"width\":1200,\"height\":840}},\"fileName\":\"digital-customer-service-social-media-listening-and-engagement.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"7. Constant feedback and improvement\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In order to meet customer expectations, brands with digital customer support need to establish a robust feedback and reoptimization loop. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" help you analyze customer satisfaction levels objectively and detect process gaps well in time before they lead to customer frustration and churn. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to improve your digital customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Your customers want online customer service that offers easy interactions, varied channels, quick responses and empathetic agents. To become the gold standard in digital customer support, implement a few best practices and hacks and stay ahead of the game.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tip 1: Empower your customers\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Most modern customers prefer to take a stab at resolving their issues themselves before reaching out to the brand for help. That’s why a well-structured and discoverable self-service section on your website can become a gamechanger for your business. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In addition to knowledge bases, tutorials and virtual agents, customer communities are a key element of your self-support ecosystem. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-community/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Build a close-knit community of your customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to broadcast messages, policy changes and time-stamped deals. It fosters exclusivity, customer loyalty and positive customer sentiment for your brand.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tip 2: Choose your channels wisely\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While your customers would prefer to have you on all the channels they frequent, be selective on the channels you invest in. Create your channel mix according to your resources, goals and customer needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Do you wish to reduce your ticket volume? Then, pump your resources into social channels and chatbots for agent-less resolutions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Is brand reputation focal to your digital customer support framework? Consider venturing into review forums like G2 and TrustRadius to facilitate \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"sentiment analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and crisis management.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That being said, it's not a bad idea to have some sort of footprint on most of the channels your competitors leverage. For instance, uploading customer training videos on your website or YouTube, Facebook and Instagram handle and running online forums and FAQs pages keep the competition away and customers near. So whenever your customers seek an answer online, they are directed to one or the other of your pages.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pro tip:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" If omnichannel customer support becomes seemingly cumbersome, think about leveraging robust AI-powered \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/digital-channels/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"digital customer service software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" that helps you operate multiple channels from a single dashboard.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tip 3: Digitize your call centers and train your agents well\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For the times when your customers finally reach your contact centers, they should encounter agents who can understand their troubles. Your agents should be empathetic and have the soft skills to manage customer interactions well. Just like HomeServe, the British home emergency repairs and improvements based in England.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A customer wrote to the company seeking a price reduction at the time of policy renewal. In response, a retention representative connected with the customer to learn more and discovered that the customer was about to turn a hundred years old.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Under the company’s \\\"CustomerFirst\\\" initiative, the representative offered the super senior citizen a free HomeServe Cover8 policy for life. She also arranged for the company’s traditional ‘Random act of kindness’ card along with a surprise Happy birthday card to be sent to the customer on his birthday.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Result?\\n\\nThe customer, very touched by her gesture, connected with her personally to thank her for her generosity.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tip 4: Focus on quicker turnaround times\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers want prompt resolutions and immediate answers to their questions, but most contact centers fail to fulfill their needs. What makes a difference is the AI-enabled assistance for your customer support team. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Here, a robust digital customer service tool can help you bridge the demand-supply gap by integrating conversations occurring on multiple siloed channels to give your customer support teams a 360-degree view and plenty of AI-led productivity tools to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/improve-customer-service-response-time-with-AI/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"shorten the response time\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"hK3Pa6VK9txq8GDAsmxNq\",\"title\":\"Shorten response times through Sprinklr’s AI-powered digital customer service solution\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/hK3Pa6VK9txq8GDAsmxNq/bdf0a53aa42cf097eac066613dd794ee/digital-customer-service-shorten-response-times-sprinklr-service.webp\",\"details\":{\"size\":782200,\"image\":{\"width\":1200,\"height\":750}},\"fileName\":\"digital-customer-service-shorten-response-times-sprinklr-service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Examples of digital customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Need some inspiration to create the perfect digital customer service plan for your company? Here are two of the most inspiring companies doing it right.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Uber\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" —\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Differentiated digital customer service with industry-leading response times\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Uber has always stood out for its customer-centricity and responsiveness. In 2020, when the pandemic forced travelers to stay indoors, Uber used the downtime to transform its customer support strategy across 15+ social channels and set up a rapid response team to listen in to safety alerts from globetrotters using its service.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Using Sprinklr Service, Uber ramped up 1000 customer support agents to harness the power of Sprinkr's 9-layered AI engine to filter engageable messages from noise on social media platforms and route urgent messages to appropriate teams for delivering quick, personalized responses at scale with a human touch.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"24GEYyvUKxgo2lsTqYYJOo\",\"title\":\"Uber testifies for stellar digital customer support with the help of Sprinklr Service\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/24GEYyvUKxgo2lsTqYYJOo/c69096f320ff06a4eb40238c91b7f766/digital-customer-service-customer-story-uber-sprinklr.png\",\"details\":{\"size\":69026,\"image\":{\"width\":1656,\"height\":982}},\"fileName\":\"digital-customer-service-customer-story-uber-sprinklr.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Apple\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" — \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Exemplary proactive and reactive social customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Apple has always been a front-runner in the customer support space and this time is no exception. Ssuper active on Twitter, Apple keeps its community of loyal fans and customers engaged by uploading short directive videos and answering queries almost on a daily basis.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1X8jlL3bkovDPLXjA6ciqr\",\"title\":\"Example of consistent digital customer support — Apple Support\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1X8jlL3bkovDPLXjA6ciqr/b5eea48058e70f8ff6ea8e472b1cc05a/digital-customer-service-example-apple-support.jpg\",\"details\":{\"size\":137923,\"image\":{\"width\":2160,\"height\":2160}},\"fileName\":\"digital-customer-service-example-apple-support.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It also runs a personalized platform where customers can see every Apple product they ever bought and seek support. That’s why it boasts one of the industry's highest \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"net promoter score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and practically a cult following for its products and services.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Accelerate your digital customer service journey with omnichannel, AI-powered software \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The COVID-19 pandemic was a turning point for companies and how they view customer support. Savvy, progressive brands took the adversity as an opportunity to rethink their customer support offerings and double down on the digital channels out there. Many of them increased their spending on digital customer experience in an effort to delight their customers with matchless experiences that drive loyalty and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That’s where an AI-led omnichannel customer support solution like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can ease the transition from offline to online and give you a winning headstart.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But how does that happen?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With a nine-layered AI engine that is purpose-built for the modern enterprise, Sprinklr collates all your customer interactions across 30+ modern and traditional channels into one centralized dashboard. The AI processes all the customer data, enabling you to craft personalized support experiences that stick around in your customers' minds for eternity.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To explore Sprinklr for your business use cases, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/demo-care/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"request a free demo\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" now.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templatePostPageFaqSection\",\"id\":\"3Ux17moRR5fIXBMOSdWQIX\",\"title\":\"Frequently Asked Questions\",\"faqSection\":{\"contentType\":\"templateAccordion\",\"id\":\"5uMRT64M2Gw39gcHHG5fzV\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"4Poh5J0BR0zBORozCxa5WV\",\"name\":\"Can a company with limited digital self-service switch to digital customer service?\",\"title\":\"Can a company with limited digital self-service switch to digital customer service?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers prefer digital self-service over customer service. The bigger the customer base, the more critical it is to switch to digital offerings. While you can switch, digital customer servicing is limited to text messaging, WhatsApp chats or emails for a company with a low digital presence.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3GoSTgGBNBR733lDST2fJZ\",\"name\":\"How long does it take to get returns on investing in digital customer service?\",\"title\":\"How long does it take to get returns on investing in digital customer service?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Often, companies begin to see returns as soon as they go digital. Customers begin to sign up, offer feedback and share it online through reviews.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"ABi1qcr1h4FKumR024tjJ\",\"name\":\"What role does automation and AI play in digital customer service?\",\"title\":\"What role does automation and AI play in digital customer service?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Automation improves the speed and efficiency of customer service by automating responses, self-serve support and workflow automation. AI, on the other hand, improves the quality of interactions by making them more personalized and tailored to each customer.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true}],\"accordionDisplayStyle\":\"CLEAN\",\"topMargin\":\"SMALL\"}}},\"content\":[],\"nodeType\":\"embedded-entry-block\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"default-cxm-image\",\"title\":\"Sprinklr Logo\",\"file\":{\"details\":{\"image\":{\"width\":1080,\"height\":1080}},\"url\":\"https://www.sprinklr.com/spr-og.png\"}},\"slug\":\"/cxm/digital-customer-service/\"},{\"id\":\"389rGocdAOj23PSiv7y6g3\",\"title\":\"Customer Service: Everything You Need to Know in 2024\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"b7wrAGiUA3tY0Lar8jxeT\",\"authorName\":\"Issac Thomas\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"6OJVe5QGkeUE1rR03J161\",\"seoTitle\":\"Issac Thomas\",\"seoDescription\":\"Get the latest articles and insights from Issac Thomas. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Issac Thomas\"},\"person\":{\"contentType\":\"person\",\"id\":\"6fgeAQjbYOivQtCZuIHeBn\",\"entryTitle\":\"Issac Thomas\",\"name\":\"Issac Thomas\",\"title\":\"Content Marketer\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"4m7jWXHak4SC0emRgOKXCh\",\"title\":\"Isaac thomas\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4m7jWXHak4SC0emRgOKXCh/959c50d24359012b31be26eb2b539735/IMG_for_headshot.jpg\",\"details\":{\"size\":54274,\"image\":{\"width\":1424,\"height\":1424}},\"fileName\":\"IMG for headshot.jpg\",\"contentType\":\"image/webp\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Meet Issac Thomas, a wordsmith extraordinaire with a flair for writing engaging content assets across the B2B buyer journey. He has worked for #ARM Worldwide, XOXOday and Anteriad. An IIM Trichy alumni, Issac is currently working at Sprinklr crafting compelling stories. In his free time, he loves being a movie buff and a book nerd.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"issac-thomas\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is customer service?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service is the support you provide to customers through voice, chat, SMS, email and social channels. It plays a pivotal role in the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", spanning pre-purchase to post-purchase stages, significantly influencing customer satisfaction and retention rates. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service is “good” when you promptly answer customer queries about your offerings, assist customers through payment issues or technical glitches and guide them before and after purchase. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service becomes “memorable” when you anticipate issues proactively and reach out to customers before something happens, ensuring customer satisfaction and loyalty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"On this page, we discuss why customer service has become the building block of business core strategy today and what you can do to differentiate customer service in 2024. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How does customer service work?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service works in three different ways: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Reactive support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe most traditional mechanism of customer service delivery is reactive, and it usually starts when a customer reaches out to a business seeking information or support. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers contact customer service through a preferred channel (phone, email, app). \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The problem is identified by active listening and asking questions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The issue is resolved instantly, or a follow-up is scheduled. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Post resolution, feedback is solicited to gauge customer satisfaction and identify areas of improvement. \\n\\nWith this approach, the business’s call or contact volume tends to increase, compounding overheads and delaying resolutions, which can lead to customer frustration and even churn. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Proactive support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe problems with reactive support led to the emergence of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/proactive-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"proactive customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", where businesses anticipate customer issues before they become tickets and establish systems/processes to deliver instant resolutions by:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/social-listening/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"value\":\"Social listening\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\":\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Listen to relevant customer conversations, pick negative sentiments and swoop in with recommendations and resolutions. This approach resolves immediate concerns and contributes to building a customer-centric brand reputation. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"value\":\"Customer self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\": Identify top contact drivers by analyzing contact trends and customer feedback and then build self-serve resources (like tutorials, knowledge base, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/faq-chatbots/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"FAQ chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" etc.) to enable customers to self-seek resolutions without calling customer support. With proactive support empowering customers to solve their issues autonomously, the contact volume gradually decreases, and customer satisfaction increases, making it a win-win for businesses and customers alike. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Predictive support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nAI-led predictive intelligence uses customer data to predict future customer behaviors (like churn or purchase) in every scenario. It can then recommend the next best actions intelligently to support sales and marketing teams working collaboratively to achieve desired outcomes. \\n\\nLet’s understand with an example: A customer who just completed a purchase with your business is likely to scout for complementary products, which presents a cross-selling opportunity for your marketing teams. The customer might be looking for product usage information, so your customer support or customer success team should step in. Timely intervention encourages positive customer behavior and improves \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Interesting Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-success-vs-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"How Different Is Customer Success from Customer Experience?\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service vs. Customer experience vs. Customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Though some may think of customer service, customer experience, and customer support as similar, this is not the case; they have their differences, as expressed in the table below. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Aspect\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer Experience\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer Support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Definition\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Provides assistance and support \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Encompasses all interactions to shape perception \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Addresses and resolves specific customer issues \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Focus\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Reactive. Caters to customer needs \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Proactive. Shapes customer perceptions \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Reactive. Resolves customer inquiries \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Scope\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Transactional, issue-focused \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Holistic, covers the entire customer journey \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Transactional, focused on specific problems \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Timeframe\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immediate, short-term impact \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Long-term impact, ongoing relationship building \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immediate, short-term issue resolution \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Interaction\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Company or customer-initiated interactions \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer-centric, considers customer viewpoint \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Company-initiated, resolves customer inquiries \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Impact\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immediate resolution of issues \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Long-lasting impression, loyalty and advocacy \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immediate resolution of customer inquiries \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2vHjExbuTQrY6IB813wjV0\",\"title\":\"Further Reading\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Further reading: \",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-support-vs-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How Customer Service Differs from Customer Support\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-vs-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How Is Customer Experience Different From Customer Service?\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Five pillars of customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"You serve customers better when you understand the key pillars and foundational blocks of customer service. Here they are: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Communication channels \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Communication channels form the cornerstone of robust customer service, serving as the primary pillar for delivering exceptional customer experience and support. They ensure accessibility and convenience by catering to diverse customer preferences through various channels like phone, SMS, email, live chat and social media. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer satisfaction\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nLike proactive support, maintaining a consistent level of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" hinges on factors like responsiveness, service speed and swift issue resolution. It's essential to cultivate a sense of accountability among your agents, making them understand that the foundation of customer success begins at their workstations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2AcC2wPv9Gb4r7FaRuFTOR\",\"title\":\"Sprinklr's customer satisfaction software. \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Did you know\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Today, you can quickly build a \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"CSAT survey\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", deploy it across all your customer service channels and then see the results in a single, unified report. \\n\\nCheck out how our \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/customer-satisfaction/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel customer satisfaction platform\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" does all of this:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"1jPHoyZDy172hWHlJ3sVCJ\",\"title\":\"CSAT survey\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1jPHoyZDy172hWHlJ3sVCJ/541cce20009669cda8662ff2f32336fc/CSAT_survey.webp\",\"details\":{\"size\":117416,\"image\":{\"width\":1363,\"height\":1281}},\"fileName\":\"CSAT survey.webp\",\"contentType\":\"image/webp\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"1h9Dy9VkZSffSCI5HvyeIY\",\"name\":\"Build your survey for free now\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Build your survey for free now\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"alignment\":\"CENTER\",\"topMargin\":\"SMALL\",\"bottomMargin\":\"SMALL\",\"isOpenNewTab\":true}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Rich knowledge base\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe purpose of a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge base\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" extends beyond mere support. Consider the knowledge base as a content repository designed to educate, motivate and assist customers in resolving their issues when necessary. It can act as a single source of accurate information. You can set up a team for monthly reviews who can remove outdated content and update the knowledge base regularly. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Training and coaching\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nAgent training and coaching empower your customer service representatives to excel and provide top-notch assistance. Through continuous customer service training, agents are equipped with the knowledge and abilities to address diverse customer needs effectively. This includes mastering your company's products or services, honing communication skills and developing strong problem-solving capabilities. And all of it requires customer service coaching. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Read more: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-coaching/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Learn How to Coach Your Customer Service Team\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer service metrics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-metrics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Customer service metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" offer a clear and objective way to evaluate the performance of your service teams and individual agents. It is usually categorized into four types:- \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Quality metrics \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Performance metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Efficiency metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Employee satisfaction metrics \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It also aligns your customer service efforts with broader business objectives, ensuring that your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-strategy/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service strategy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" supports revenue growth and customer retention goals. \\n\\nMoreover, customer-centric metrics like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"http://net%20promoter%20score%20(nps)/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Net Promoter Score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"http://customer%20effort%20score%20(ces)/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Customer Effort Score (CES)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" keep your focus on the customer experience, helping you tailor your service to meet and exceed customer expectations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Dig Deeper: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/pillars-of-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"value\":\"Customer Service Pillars – Explained in Detail\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Top benefits of customer service for all sectors\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Attention to customer service can help you build a positive brand perception and boost your long-term customer success initiatives. Here are the other key benefits. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Improved customer satisfaction\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Superior customer service is synonymous with shorter hold times and quicker resolution times. Prioritizing customer service and offering timely support can lead to an increased customer satisfaction rate and higher retention rate. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"7KfjOxx8pSX4A0wa9S1z13\",\"title\":\"Pro Tip: Customer satisfaction\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💡 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pro Tip\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Customer satisfaction drops when customers don’t receive the resolutions they seek at the first point of contact. That’s why you need to focus on resolving queries in the first attempt itself (first contact resolution or FCR) by following these five steps: - \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Benchmark your FCR \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Build a knowledge base \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Train your agents \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Instil a proactive approach \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Minimize circle time \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Read this article on \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/first-contact-resolution/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"value\":\"First Contact Resolution\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to understand how to execute these five steps! \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"MEDIUM\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Greater competitive advantage\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nIn today's competitive market, outstanding customer service sets you apart. Businesses with a reputation for excellent service are often chosen over alternatives, attracting more customers. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Increased customer loyalty \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Exceptional customer service lets you create a solid emotional connection with your customers. When customers feel valued and well-supported, they are more likely to remain loyal to your brand and continue using your products or services. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"Z0WMsYWICKk5JrbvyZmMH\",\"name\":\"How to build customer loyalty through after-sales service\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/CN78CI_svb8?si=EgCcOB94v83BryW8?enablejsapi=1\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Positive word-of-mouth and referrals \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Satisfied customers are likely to share their positive experiences with friends, family and online communities. This positive word-of-mouth, often driven by high Net Promoter Scores, can significantly enhance your brand's reputation and bring in new customers through referrals. Happy customers, acting as your advocates, expand your reach and attract new customers who trust genuine recommendations. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Interesting Article: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/happy-customers-buy-more/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Happy Customers Buy More\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" Higher customer lifetime value\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomers who experience superior service are more likely to make repeat purchases and spend more over their lifetime. This increased \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-lifetime-value/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer lifetime value\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" contributes to your long-term revenue growth. \\n\\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Evolution of customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service has evolved significantly over the years to meet the changing needs and expectations of consumers. Initially, businesses focused on providing basic assistance and resolving complaints. However, as competition increased and customer expectations grew, the role of customer service expanded to include proactive support, personalized interactions and omnichannel engagement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Basic assistance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Initially, customer service primarily involved addressing customer complaints and providing basic assistance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Proactive support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Businesses began to anticipate customer needs and offer proactive support to prevent issues before they arise. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Personalized interactions\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": With the rise of data analytics, businesses started personalizing customer interactions based on customer preferences and behaviors. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel engagement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": The evolution of technology led to the adoption of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"omnichannel customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", allowing customers to interact with businesses through multiple channels seamlessly. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Virtual and augmented reality\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": VR revolutionized training methods while enhancing customer experiences. It allows agents to immerse themselves in realistic scenarios, improving their skills and empathy. Furthermore, the penetration of generative AI in support is streamlining processes and providing personalized solutions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Seven types of customer service channels\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Communication channels are one of the major pillars of customer service. Your customer will reach out to you for help through one of these seven channels or using all of them simultaneously. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📢\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Voice\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomers connect with businesses through toll-free numbers, entering queues to await assistance. Although effective, long waiting times can frustrate customers. Businesses leverage \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/interactive-voice-response/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Interactive Voice Response (IVR)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" systems, reducing call volumes, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-hold-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"average hold times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and operational expenses. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📱\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"SMS\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nMobile messaging or SMS communication has gained traction due to its convenience. Customers easily submit service requests by sending a few words to a designated number. While SMS doesn't directly provide solutions, it helps customers bypass the process of raising tickets or enduring service call queues. Companies arrange callbacks, enabling customers to access assistance at their convenience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Be a Pro: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-messaging/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Customer Service Messaging - Everything You Need to Know in 2024\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📧Email\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nMany customers favor emails as they allow them to explain the issues in detail and at their own pace. Threaded conversations offer comprehensive timelines, including concise documentation for future reference. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"👥Live chat\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nReal-time text-based interactions on \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"live chat support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" offer a balance between speed and personalized support. It's popular for its convenience, quick responses and readily available chat logs. Automated chatbots promptly address common queries, enabling agents to focus on complex conversations. Industries like banking, eCommerce and travel heavily rely on live chat for customer service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🔧Self-service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomer self-service empowers customers to find solutions 24/7 through FAQs, knowledge bases and tutorials. Particularly effective for straight queries, self-service reduces queue congestion, accelerates time-to-resolution and enables customer service teams to focus on more intricate issues. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"👤Virtual agents\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nA \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/virtual-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"virtual agent\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" offers frontline assistance, swiftly addressing all your customers' service requirements. Going beyond the capabilities of chatbots, virtual agents use natural language processing to interpret human inputs and understand their intent. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📲Social Media\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomers engage publicly on social media platforms. Raising service requests via direct messages (DM) offers ease compared to traditional help desks or customer service lines. Prompt responses and callbacks demonstrate your commitment to customer satisfaction, showcasing your brand as socially aware and proactive. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"51gib0GIVydyCnriQMpC3f\",\"title\":\"Beware - Omnichannel CCaas\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Beware\",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": While you juggle through these seven channels, you might miss out on an important conversation. Common wisdom says you do 99 things right, but doing one wrong will still be counted as a mistake. To avoid that one mistake, deploy \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/teams/customer-service/omnichannel-contact-center/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel CCaaS\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to keep all communication channels under one roof. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"3eiOpytnVCuRfpQgpl0ZZS\",\"name\":\"MANAGE ALL YOUR CUSTOMER SERVICE CHANNELS FOR FREE\",\"type\":\"BUTTON\",\"text\":\"MANAGE ALL YOUR CUSTOMER SERVICE CHANNELS FOR FREE\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to deliver good customer service using tools\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Emmert Wolf once said \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"a man is only as good as his tools\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\". If you need to ensure you are prepared to give the best customer service, you need to look at the kind of tools you possess. Modern problems need modern solutions. We are sharing different customer service tools that can come in handy during different example scenarios, improving your brand's overall customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Essential customer service tools for technology companies \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe tech industry needs explainer video tutorials and FAQ chatbots because tech buyers often encounter issues and appreciate troubleshooting content and instant answers. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Example scenario:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" A new iPhone user is finding it hard to use iMessage, which is why they can’t receive OTPs or important information. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tools needed\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": A knowledge base article or video on using iMessage \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Either share troubleshooting content (like the one in the screenshot below) over email or direct the customer to it via your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center agents\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" or \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-a-chatbot/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", whatever the customer uses to connect with you. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5twNVePpmT59GuckbffMrL\",\"title\":\"Resolving a customer query with a knowledge base article\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5twNVePpmT59GuckbffMrL/55e5b956b3eec88ecf3af4287315fa85/Resolving_a_customer_query_with_a_knowledge_base_article.webp\",\"details\":{\"size\":89890,\"image\":{\"width\":1225,\"height\":1183}},\"fileName\":\"Resolving a customer query with a knowledge base article.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"RZLeDjcr1QXlll6iSuqVH\",\"name\":\"Start Empowering Your Customers for Free Now\",\"type\":\"BUTTON\",\"text\":\"Start Empowering Your Customers for Free Now\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Essential customer service tools for travel companies\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe travel industry needs advanced customer service tools due to changing customer needs. They need instant support and constant guidance across multiple channels. Tools like omnichannel support and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/social-media-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"social media customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can greatly improve customer satisfaction since many travel searches start on social media. \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\\nExample scenario\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": A new-gen travel agency wants to provide customized travel packages for their users and guide them through the whole itinerary during the journey \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tools needed\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Omnichannel support and social customer care \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"A traveling customer would be happy if they get \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"omnichannel support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" on email, WhatsApp and website so that their travel information is preserved and transferred to whatever channel they use during travel. Likewise, social customer care will enable them to share notes, reviews and pictures on one platform. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Essential customer service tools for the energy sector\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Customer service in the energy sector can be really challenging, attributing to the nature of the industry, regulatory environment and complexity of services. But with better tools, you can face the toughest challenges, just like DTE Energy did. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/stories/dte-energy/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"DTE Energy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is one of the largest energy companies in the United States, serving 450 communities and some 2.3 million residential and business customers. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"The challenge:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Owing to high contact volumes and resulting agent burnout, DTE’s annual contact center attrition rate was over 40% and attracting new talent was becoming increasingly difficult. The existing customer service team struggled to meet its \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/service-level-agreement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Service Level Agreement (SLA)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and was ill-equipped. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"The solution:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" DTE implemented \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to offer live chat as a support channel to its customers, giving the flexibility to handle multiple customers at the same time. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"They decided to experiment with live chat on two web pages: one for customers moving in or out and another for billing inquiries. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"They started slowly, closely monitoring customer adoption and chat volume. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Two phone groups, from billing and move-in/move-out teams, were trained to handle chats for half of the day and phone calls for the other half. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Over time, the agent satisfaction score in DTE’s contact center climbed to 4-4.5 out of 5. The attrition rate dropped from 40% to 2.3% every month. \\n\\nWhat's more? \\n\\nThe customer service team achieved a 38% reduction in case duration. An issue that previously took 12 minutes to resolve on a voice call was now handled in 4.5 minutes via chat. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Your takeaway: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Time is invaluable in customer service. If a customer service tool can save a few precious minutes, imagine the impact it will have on your first contact resolution, CSAT and overall customer experience. 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Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Bhavya Aggarwal\"},\"person\":{\"contentType\":\"person\",\"id\":\"1VZTTUoSj8XzqbQ6ckXmSP\",\"entryTitle\":\"Bhavya Aggarwal\",\"name\":\"Bhavya Aggarwal\",\"companyDivision\":\"Contributor\",\"image\":{\"id\":\"4Sc9cBvaLF4qa0umYJFQZM\",\"title\":\"Bhavya Aggrawal\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4Sc9cBvaLF4qa0umYJFQZM/5d2b1d9943ea2093982d3799de52741c/Bhavya_Aggrawal.jpeg\",\"details\":{\"size\":101876,\"image\":{\"width\":1024,\"height\":1024}},\"fileName\":\"Bhavya Aggrawal.jpeg\",\"contentType\":\"image/jpeg\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Bhavya is a tech and marketing content writer with over five years of industry experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"bhavya-aggarwal\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"7aNfXKcvsIqJJ0ukFIvluk\",\"authorName\":\"Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In today's fast-paced world of online shopping, keeping up with the latest trends isn't just a choice; it's a must. One trend that's causing quite a stir is conversational AI and its potential in the e-commerce space. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Picture this: a new customer navigates to your e-commerce platform, curious yet cautious. With Conversational AI at the helm, their journey unfolds effortlessly. From tailored product recommendations to expert guidance through complex purchasing decisions, each interaction resonates on a human level, leaving a lasting impression long after the transaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"However, conversational AI's transformative potential in e-commerce transcends this surface-level application. Beneath its sleek facade lies a powerhouse of capabilities, ready to tackle the most intricate e-commerce scenarios with finesse. Whether managing inventory fluctuations, resolving shipping delays, or orchestrating multi-channel marketing campaigns, conversational AI in e-commerce is poised to help you confidently navigate the complexities of this ever-evolving landscape. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this blog, we delve into the real-world applications of conversational AI in e-commerce and how top brands leverage this technology to the fullest, driving growth and enhancing customer experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Why are e-commerce brands using conversational AI \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The ubiquity of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/conversational-ai/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"conversational AI\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" in e-commerce is a testament to its effectiveness. Here is why e-commerce brands use conversational AI today. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Personalization across multiple devices\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"According to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"CX statistics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", brands that provide a high degree of personalization gain customer loyalty, which is 1.5 times higher than brands that struggle with personalization. Conversational AI leads the charge in the e-commerce space, offering a seamless solution for delivering tailored experiences across multiple devices. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Take, for example, Stitch Fix, the online personal styling service that has mastered the art of personalized shopping. Leveraging conversational AI, Stitch Fix analyzes customer data across various devices to curate a bespoke shopping journey. By assessing customer preferences, style selections and feedback, their AI systems craft personalized recommendations that resonate with each shopper. This AI-driven personalization enhances \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and streamlines the data analysis process, which would otherwise be time-consuming and complex if done manually. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Analytics and forecasting\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Analytics has long been essential to the growth of e-commerce brands. However, conversational AI has evolved into a predictive powerhouse, enabling e-commerce brands to forecast trends and anticipate customer needs with unprecedented accuracy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Take Amazon, a pioneer in harnessing conversational AI for advanced analytics. By utilizing \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-interaction-analytics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer interaction analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", Amazon gains invaluable insights into shopping habits and preferences, allowing it to predict future trends and tailor its offerings accordingly. This data-driven approach not only empowers Amazon to stay ahead of the curve but also ensures that it delivers products and services that resonate with its customers on a deeper level. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Hands-free human-like interactions with voice\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Voice-enabled conversational AI like Amazon Alexa or Google Nest offers users a hands-free and human-like shopping experience. For example, your customers can just speak out loud to order a gift for their friend's birthday. This integration of voice technology into the shopping process makes it easier and more convenient for everyone to find what they need and place orders effortlessly. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But it's not just about convenience. Voice interactions can benefit individuals with disabilities, providing them with a vital connection to e-commerce platforms and services that may otherwise be challenging to access. With features like Alexa's dynamic pacing, text-to-speech capabilities and automatic modulation of voice tones, the conversational experience is more natural, enhancing \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and satisfaction.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Good to know:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Advanced \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/voice-bot/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"voice bots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" from Sprinklr offer auto modulations, dynamic pacing and expressive text-to-speech, empowering you to create compelling and human-like interactions with your customers effortlessly. Plus, by delivering \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" options, personalized interactions and easy transfers to live agents, Sprinklr voice bots give your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/contact-center/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" the capabilities to serve customers instantly, 24/7, at scale, all at a fraction of the cost of live agents.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"2OruQrhdO9QpsssMKJtHBl\",\"title\":\"Sprinklr Conversational AI+ for Voice\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2OruQrhdO9QpsssMKJtHBl/e402b2c90666a3439cd5402e952590fd/Sprinklr_Conversational_AI__for_Voice.webp\",\"details\":{\"size\":289700,\"image\":{\"width\":1920,\"height\":1107}},\"fileName\":\"Sprinklr Conversational AI+ for Voice.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5MklxBCKMpR9IqDhpvfJiq\",\"name\":\"Offer Instant Support 24X7 with Sprinklr Voice Bots\",\"type\":\"BUTTON\",\"text\":\"Request Demo\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo/\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Fraud detection\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conversational AI in e-commerce can help detect fraudulent activities to protect your business and customers. PayPal, for instance, employs conversational AI to detect and prevent \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"unauthorized\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" transactions by flagging suspicious communication patterns and typical inconsistencies that may suggest fraudulent activities. Furthermore, conversational AI in e-commerce verifies customer information before purchase, reducing the risk of false orders or payment fraud. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"4CfkEIzX5OkY8NO0vVjXXZ\",\"title\":\"How Sprinklr AI+ helps \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How Sprinklr AI+ helps\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In an age where data breaches and privacy concerns are at an all-time high, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI+\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" stands as a trusted ally, empowering you to mitigate risks and uphold the highest standards of data security and governance.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"By masking critical information such as dates, times, email IDs, URLs, IP addresses, and even driving licenses and medical license numbers, Sprinklr AI+ provides a comprehensive shield against potential threats and unauthorized access.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Also, what sets Sprinklr apart is its regex masking capabilities, which allow for tailored data masking solutions to meet specific customer requirements. Whether it's industry-specific regulations or internal data protection policies, Sprinklr AI+ can seamlessly accommodate diverse needs, ensuring \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-compliance/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"contact center compliance\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and peace of mind. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"4DxHsIlaaQMMRJntI30xIA\",\"title\":\"Sensitive data masking with Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4DxHsIlaaQMMRJntI30xIA/ecf1520f468e316f7c137aacab896ba2/Sensitive_data_masking_with_Sprinklr_Service.webp\",\"details\":{\"size\":393672,\"image\":{\"width\":1600,\"height\":1120}},\"fileName\":\"Sensitive data masking with Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"60edctjCJk4F1b462uWy8W\",\"name\":\"How Leading Brands are Using Chatbots in 2024\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/h_Nh1HohfKw?si=vz5zo9bcVV7NmON5?enablejsapi=1\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How e-commerce brands use conversational AI: Examples \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conversational AI is at the top of every marketing and business strategy team's wish list, from online retailers to established brands. Here are a few popular brands that have used it to great success. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1. Sephora \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" The renowned French beauty giant Sephora is at the forefront of innovation in the beauty industry, revolutionizing how customers discover and purchase products through its \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/intelligent-virtual-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"intelligent virtual agent\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", Sephora Virtual Artist. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Imagine receiving personalized beauty consultations, recommendations tailored to your skin type and preferences, and even virtually trying on makeup using augmented reality technology—all from the comfort of your own home. That's exactly what Sephora's Virtual Artist delivers, seamlessly integrating conversational AI into the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to elevate the shopping experience to new heights. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But the impact goes beyond just convenience. Sephora's conversational AI platform has fostered a strong fan following, with customers lauding the brand for its innovation and commitment to personalized service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"2XZTJLlcNjVxUm6xxGIfsg\",\"title\":\"Sephora Virtual Assist powered by Conversational AI\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2XZTJLlcNjVxUm6xxGIfsg/7d2f8901070188cc87b81033d46e1148/Sephora_Virtual_Assist_powered_by_Conversational_AI.png\",\"details\":{\"size\":1026924,\"image\":{\"width\":1371,\"height\":1152}},\"fileName\":\"Sephora Virtual Assist powered by Conversational AI.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://d3.harvard.edu/platform-digit/submission/sephora-a-technology-foundation-thats-more-than-skin-deep-and-a-digital-success-story-thats-more-than-meets-the-eye/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. Pizza Hut \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By leveraging \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-a-chatbot/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" on platforms like Twitter, Facebook Messenger, and Amazon Alexa, Pizza Hut has transformed customers' interactions with its brand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These chatbots empower customers to easily reorder previous orders, explore popular menu items and seamlessly link their social media accounts to Pizza Hut accounts for a more personalized experience. With support for delivery or carryout options from nearby locations, Pizza Hut's chatbots streamline the ordering process, making it faster and more convenient than ever before. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But the impact doesn't stop there. Pizza Hut's integration of conversational AI into its \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/digital-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"digital customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" has delivered significant results. For example, introducing a mobile-friendly web app resulted in a notable 30% increase in conversions. Customers appreciated the faster, more enjoyable and efficient pizza ordering process facilitated by this initiative. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"7vUrXwg7qoHJ2aVS4K879U\",\"title\":\"Pizza Hut Twitter bot interface for ordering pizzas based on previous orders, popular items,\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7vUrXwg7qoHJ2aVS4K879U/2f5149daa361a56fb1c327ce79486244/Pizza_Hut_Twitter_bot_interface_for_ordering_pizzas_based_on_previous_orders__popular_items_.png\",\"details\":{\"size\":631344,\"image\":{\"width\":1476,\"height\":773}},\"fileName\":\"Pizza Hut Twitter bot interface for ordering pizzas based on previous orders, popular items,.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.chatbotguide.org/pizzahut-bot\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"3. Shopify Sidekick \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Dubbed the \\\"ChatGPT for e-commerce merchants,\\\" Shopify Sidekick harnesses the power of conversational AI to assist users with tasks related to Shopify's functionality and business management. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From setting up discounts to summarizing sales data and even modifying Shopify-focused shop designs, Shopify Sidekick is a versatile tool that efficiently empowers users to tackle time-consuming and repetitive tasks. By leveraging the technical prowess of conversational AI, Shopify Sidekick molds itself to the unique needs of each user, offering personalized assistance tailored to their specific requirements. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"3ep7rRe85MMUSXZqFxAAzs\",\"title\":\"Shopify Sidekick generative AI conversational bot interface\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/3ep7rRe85MMUSXZqFxAAzs/d540d4f4cbe26eab3ae52cec38ffdfb2/Shopify_Sidekick_generative_AI_conversational_bot_interface.gif\",\"details\":{\"size\":2346224,\"image\":{\"width\":600,\"height\":405}},\"fileName\":\"Shopify Sidekick generative AI conversational bot interface.gif\",\"contentType\":\"image/gif\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://techcrunch.com/2023/07/26/shopify-sidekick-is-like-chatgpt-but-for-ecommerce-merchants/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4. H\u0026M \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"H\u0026M is leading the way in retail innovation by introducing AI chatbots that serve as virtual stylists. Their chatbot engages users in a style quiz to curate personalized outfit recommendations based on their responses. The chatbot adapts to users' preferences by offering alternative outfits if they dislike a suggested option and suggesting complementary clothes and accessories if they approve of an outfit. With its exceptional intelligence, H\u0026M's chatbot feature has redefined online shopping, making it more personalized, interactive and enjoyable. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5ICjE6cVAk6MocsVW0bb6I\",\"title\":\"H\u0026M conversational chatbot\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5ICjE6cVAk6MocsVW0bb6I/7102928f1ca809aae43128d0c4373ff4/H_M_conversational_chatbot_.png\",\"details\":{\"size\":378930,\"image\":{\"width\":1038,\"height\":528}},\"fileName\":\"H\u0026M conversational chatbot .png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.chatbotguide.org/h-m-bot\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5. Walmart \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As one of the world's largest retailers, Walmart has embraced conversational AI to enhance its customers' in-store shopping experience. With the introduction of its voice-activated \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/intelligent-virtual-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"intelligent virtual agent\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", Walmart Voice Order, customers can effortlessly add items to their cart, reorder products and even receive personalized recommendations simply by using voice commands. By harnessing the power of conversational AI, Walmart has simplified the shopping process, increased convenience and strengthened its competitive edge in the e-commerce landscape. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1KtLZD3LwBKD17pFLj5FU4\",\"title\":\"Walmart conversational chatbot\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1KtLZD3LwBKD17pFLj5FU4/34609f134979f81e3a5126d32dffe1d7/Walmart_conversational_chatbot.png\",\"details\":{\"size\":708550,\"image\":{\"width\":1290,\"height\":986}},\"fileName\":\"Walmart conversational chatbot.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.researchgate.net/figure/Walmart-Voice-Order-bot-for-online-grocery-Though-search-response-is-fairly-detailed_fig1_347125113\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Bonus Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/examples-of-good-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"13 Examples of Good Customer Service for Your Business\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Explore Sprinklr conversational AI platform, built for modern e-commerce \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In the fast-paced world of e-commerce, success hinges on more than just offering quality products or services—it's about delivering exceptional customer experiences that keep shoppers returning for more. However, navigating the complexities of customer engagement and support can often feel like an uphill battle, with challenges ranging from managing multiple channels to meeting the ever-evolving expectations of modern consumers.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This is where \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/conversational-ai/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr's Conversational AI platform\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" steps in, offering a comprehensive solution to alleviate the pain points that plague e-commerce businesses. With Sprinklr conversational AI platform, you can: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🚀Create and launch your generative AI-powered bots in minutes. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🎧Offer automated customer service across your chosen channels, including voice and chatbots, ensuring a seamless omnichannel experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💬Deliver tailored responses based on a comprehensive understanding of customer profiles, reducing response and resolution times through smart replies and pre-set responses. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📊Analyze customer conversations across more than 20 channels, optimizing future responses and enhancing customer engagement through \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/conversation-analytics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"conversation analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"We've witnessed promising initiatives lose momentum. Don't settle for the ordinary when it comes to conversational AI. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"jXc8N9aI6LY2OkHDFpmrd\",\"name\":\"Power Up Your E-commerce with Sprinklr Conversational AI \",\"type\":\"BUTTON\",\"text\":\"Power Up Your E-commerce with Sprinklr Conversational AI \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"nodeType\":\"embedded-entry-block\",\"content\":[],\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"2khC2p2HMZbc5CaS3rgeJi\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"78RUHPa9gTmM5NCks64rHp\",\"name\":\"How does Conversational AI integrate with existing e-commerce platforms? \",\"title\":\"How does Conversational AI integrate with existing e-commerce platforms? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conversational AI seamlessly integrates with existing e-commerce platforms by embedding chatbots or virtual assistants into websites or mobile apps. Integration involves connecting conversational AI systems with backend databases and APIs to access product information, inventory data, and order processing systems, ensuring a seamless shopping experience for users. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"2OmLjT96RIVSOQLT6QHLK5\",\"name\":\"How does Conversational AI in e-commerce handle privacy and security?\",\"title\":\"How does Conversational AI in e-commerce handle privacy and security?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Privacy and security are paramount concerns in e-commerce, and Conversational AI addresses these issues through stringent data protection measures. AI-powered chatbots adhere to strict privacy regulations and encryption standards, ensuring secure handling of sensitive customer data such as personal information and payment details. Authentication protocols, encryption algorithms, and regular security audits are implemented to safeguard user privacy and prevent unauthorized access or data breaches. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"5Vo69bH9jqlDPt561JeyXv\",\"name\":\"What are the challenges of implementing Conversational AI in e-commerce? \",\"title\":\"What are the challenges of implementing Conversational AI in e-commerce? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Implementing Conversational AI in e-commerce poses several challenges, including natural language understanding, context awareness, and maintaining conversational flow. AI algorithms must accurately interpret user queries, understand context, and provide relevant responses in real time. Additionally, integrating chatbots with existing systems and workflows, ensuring compatibility with diverse platforms and devices, and addressing scalability issues are critical considerations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"noContainerTopBottomPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}}},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"6VEbFGmpXfWlz6QKlATmbV\",\"title\":\"Feature banner-Conversational AI in ecommerce use cases\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6VEbFGmpXfWlz6QKlATmbV/333d1227ea4d2d3daa5802903305c509/Feature_banner-Conversational_AI_in_ecommerce_use_cases.jpeg\",\"details\":{\"size\":1675196,\"image\":{\"width\":9216,\"height\":4608}},\"fileName\":\"Feature banner-Conversational AI in ecommerce use cases.jpeg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/conversational-ai-in-e-commerce/\"},{\"id\":\"SgCnUAEjQ3bElksan4S1L\",\"title\":\"A comprehensive guide to digital customer service\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"ZtKbWT5b3LUYav7OfogyK\",\"authorName\":\"Sprinklr Team\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"6RWPfYpoWjDTbwWOyICvmb\",\"seoTitle\":\"Sprinklr Team\",\"seoDescription\":\"Get the latest articles and insights from Sprinklr Team. Stay updated with trends and practical advice.\"},\"person\":{\"contentType\":\"person\",\"id\":\"2g0VEwvAxj3FMTXLFpkChu\",\"entryTitle\":\"Sprinklr Team\",\"name\":\"Sprinklr Team\",\"type\":\"BLOG_AUTHOR\",\"slug\":\"sprinklr-team\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is digital customer service?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Digital customer service is the support a company provides to its customers through online channels like messaging apps, chatbots, texts (SMS), emails and social media platforms. So, while a company may still offer in-person and telephonic customer support, they may also supplement it with digital customer service for quicker resolutions and improved \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer satisfaction (CSAT)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\\n\\nSince the number of digital customer support channels outweighs traditional channels, it has become a way to stay connected with customers 24/7 and delight them with a quick, personalized \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/digital-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"digital customer experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Apart from the on-demand availability of digital customer service, its accessibility is also another factor responsible for its popularity and penetration. Customers and support teams can use various mobile devices (tablets, smartphones and laptops) to access and deliver support on the fly anytime, anywhere. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What are the benefits of digital customer service?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Digital customer service offers myriad benefits to customers and brands alike. Let's discuss them in detail.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Appeal to digital-native customers\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Modern customers (especially millennials and Gen-Z) spend many hours on digital channels, engaging with brands of their choice. That's why digital customer service fits the needs and expectations of digital-first customers like a glove. In fact, many discerning, click-happy customers base their purchase decisions largely on the convenience and speed of digital customer service a brand promises. In this digital world, for a brand to stay viable and competitive, digital customer support is non-negotiable.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Scalability\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Digital customer support is highly flexible and scalable, which makes it a perfect choice for evolving businesses. As your customer demand grows, you can simply add more digital channels to the mix without overshooting your budget or overhauling your brick-and-mortar infrastructure. Want to cater to a new audience demographic? Amplify your reach in the social channels they favor. There's no hassle of setting up a new facility or buying additional seats in a call center. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Good to know:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" If scalability is a focus area for your business, consider opting for a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/cloud-contact-center/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"cloud contact center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to manage all your digital customer support operations and resources via the cloud. With a pay-as-you-consume model, cloud contact centers let you add more channels, regions and teams without the hassle of software/hardware updates or maintenance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Cost-effectiveness\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Additionally, digital customer service proves to be more cost-efficient, especially if it includes solid \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Enabling customers to self-seek resolutions to their issues using channels like your brand's knowledge base portal, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/faq-chatbots/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"FAQ chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/virtual-agent/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"virtual agents\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is any day cheaper than \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-call-center/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service in a call center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Not only this, digital channels like chatbots and SMS work around the clock and give higher customer engagement and response rates than voice calls and regular mail. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Wider reach and multi-touch capabilities\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Digital customer service enables customer interactions across multiple channels without missing a beat. It leads your customer from website to app to WhatsApp and beyond in a matter of minutes.\\n\\nBrands with a strong \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"omnichannel customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" strategy can leverage customer data gathered on one channel to tailor experiences across channels and stay top of mind with multiple touches. Omnipresence further enables you to get deeper insights into your audience’s needs and opinions, giving you a competitive edge over peers.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Optimal resource management\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Owing to the asynchronous nature of many digital channels like emails and chatbots, your agents can handle multiple customers simultaneously. Agent intervention is required only in complex \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-scenarios/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service scenarios\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" with contextual agent handovers.\\n\\nDigital customer service tools are typically empowered to display case history and customer behavior trends, making information readily available for your agents to respond to customers quickly and move to the next customer much faster. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Easier data management\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Traditional customer service methods demanded manual data collection via forms and other error-prone documents. On the other hand, digital customer service tools are designed to gather customer data implicitly in the background and remove data duplicity and redundancy. With a digital service, you don’t need to ask the customer for the same data every time they connect with you for a resolution, paving the way for a friction-free \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer experience journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1OwgzKi2VInmRL6Ab1sSzL\",\"title\":\"Easier data management and contextual support using Sprinklr’s chatbots\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1OwgzKi2VInmRL6Ab1sSzL/53f8b405acb8ff4cdca8e265c9b71ba8/digital-customer-service-easier-data-management-ai-chatbot.webp\",\"details\":{\"size\":2050162,\"image\":{\"width\":1200,\"height\":844}},\"fileName\":\"digital-customer-service-easier-data-management-ai-chatbot.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key components of digital customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In digital customer service, there's no one-size-fits-all approach for brands to follow. It can be elaborate with a mix of traditional and digital channels, or linear with just digital components. In essence, your digital support offering is largely governed by your customer demands and needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Nonetheless, there are a few essential components of digital customer service that brands need to prioritize. Here they are.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Multichannel support and experience consistency\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As explained, to meet customers where they are, brands need to establish omnipresence on multiple channels like live chat, messaging apps, email and social media platforms. More importantly, the experience on all channels and touchpoints should be consistent and seamless.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Self-service portals\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Every customer request doesn't warrant a personalized response from a live agent. Routine requests like appointment setting, order processing status updates and refunds can be resolved through self-service tools like knowledge bases, tutorials and community forums. You can deflect customers to a dynamic \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"knowledge base\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of frequently asked questions, empowering them to seek information pertaining to product usage, order processing/shipping, company policies and more.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Chatbots and voice bots\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Virtual assistants and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/chatbots/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" on your website and app are a great addition to your digital offerings. They can quickly figure out the issue and direct the customer to the corresponding webpage on your website with the answer to the problem.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"53iKkWEFHrXY6XRVCuroOc\",\"title\":\"Chatbots resolve routine queries in quick time\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/53iKkWEFHrXY6XRVCuroOc/e0c0c89ac3468d10199db2edb04bbfb9/components-of-digital-customer-service-chatbots.webp\",\"details\":{\"size\":64990,\"image\":{\"width\":1920,\"height\":1782}},\"fileName\":\"components-of-digital-customer-service-chatbots.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Live chat\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What a virtual assistant cannot resolve, a human can. Many customers (especially aged and technologically challenged) still prefer speaking with a human as they seek answers. In addition, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/human-touch-in-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"the human touch in customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" becomes critical in escalated high-stakes conversations that are beyond the scope of automation and artificial intelligence. Hence, a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"live chat support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" option on your website and applications is integral to your digital customer service offerings.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Email and messaging apps\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Traditional emails, WhatsApp and text messaging apps never get old. They still form a primary touch point to raise a ticket or to deliver a resolution. From proactive outreach to timely push notifications and feedback surveys, there is an entire spectrum of customer support activities to be accomplished through messaging channels.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Social media engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Social care is an always-on channel for digital customer support and a great way to stay connected with your customers in real time. And if your customer support solution offers integrated proactive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/social-listening/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"social listening\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you can listen to your brand mentions and respond in time to manage customer emotions and brand reputation effectively. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Keeping tabs on your customers' social activities also gives you a sneak peek into their interests, enabling you to hyper-personalize your resolutions and support offerings. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"EGozW6aWSsjYj5lP9nr3O\",\"title\":\"Digital customer service through Sprinklr’s social media listening and engagement\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/EGozW6aWSsjYj5lP9nr3O/c18d731096ad0b64805606ce90740ffc/digital-customer-service-social-media-listening-and-engagement.webp\",\"details\":{\"size\":1619628,\"image\":{\"width\":1200,\"height\":840}},\"fileName\":\"digital-customer-service-social-media-listening-and-engagement.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"7. Constant feedback and improvement\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In order to meet customer expectations, brands with digital customer support need to establish a robust feedback and reoptimization loop. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" help you analyze customer satisfaction levels objectively and detect process gaps well in time before they lead to customer frustration and churn. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to improve your digital customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Your customers want online customer service that offers easy interactions, varied channels, quick responses and empathetic agents. To become the gold standard in digital customer support, implement a few best practices and hacks and stay ahead of the game.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tip 1: Empower your customers\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Most modern customers prefer to take a stab at resolving their issues themselves before reaching out to the brand for help. That’s why a well-structured and discoverable self-service section on your website can become a gamechanger for your business. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In addition to knowledge bases, tutorials and virtual agents, customer communities are a key element of your self-support ecosystem. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-community/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Build a close-knit community of your customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to broadcast messages, policy changes and time-stamped deals. It fosters exclusivity, customer loyalty and positive customer sentiment for your brand.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tip 2: Choose your channels wisely\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While your customers would prefer to have you on all the channels they frequent, be selective on the channels you invest in. Create your channel mix according to your resources, goals and customer needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Do you wish to reduce your ticket volume? Then, pump your resources into social channels and chatbots for agent-less resolutions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Is brand reputation focal to your digital customer support framework? Consider venturing into review forums like G2 and TrustRadius to facilitate \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"sentiment analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and crisis management.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That being said, it's not a bad idea to have some sort of footprint on most of the channels your competitors leverage. For instance, uploading customer training videos on your website or YouTube, Facebook and Instagram handle and running online forums and FAQs pages keep the competition away and customers near. So whenever your customers seek an answer online, they are directed to one or the other of your pages.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pro tip:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" If omnichannel customer support becomes seemingly cumbersome, think about leveraging robust AI-powered \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/digital-channels/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"digital customer service software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" that helps you operate multiple channels from a single dashboard.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tip 3: Digitize your call centers and train your agents well\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For the times when your customers finally reach your contact centers, they should encounter agents who can understand their troubles. Your agents should be empathetic and have the soft skills to manage customer interactions well. Just like HomeServe, the British home emergency repairs and improvements based in England.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A customer wrote to the company seeking a price reduction at the time of policy renewal. In response, a retention representative connected with the customer to learn more and discovered that the customer was about to turn a hundred years old.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Under the company’s \\\"CustomerFirst\\\" initiative, the representative offered the super senior citizen a free HomeServe Cover8 policy for life. She also arranged for the company’s traditional ‘Random act of kindness’ card along with a surprise Happy birthday card to be sent to the customer on his birthday.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Result?\\n\\nThe customer, very touched by her gesture, connected with her personally to thank her for her generosity.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tip 4: Focus on quicker turnaround times\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers want prompt resolutions and immediate answers to their questions, but most contact centers fail to fulfill their needs. What makes a difference is the AI-enabled assistance for your customer support team. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Here, a robust digital customer service tool can help you bridge the demand-supply gap by integrating conversations occurring on multiple siloed channels to give your customer support teams a 360-degree view and plenty of AI-led productivity tools to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/improve-customer-service-response-time-with-AI/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"shorten the response time\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"hK3Pa6VK9txq8GDAsmxNq\",\"title\":\"Shorten response times through Sprinklr’s AI-powered digital customer service solution\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/hK3Pa6VK9txq8GDAsmxNq/bdf0a53aa42cf097eac066613dd794ee/digital-customer-service-shorten-response-times-sprinklr-service.webp\",\"details\":{\"size\":782200,\"image\":{\"width\":1200,\"height\":750}},\"fileName\":\"digital-customer-service-shorten-response-times-sprinklr-service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Examples of digital customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Need some inspiration to create the perfect digital customer service plan for your company? Here are two of the most inspiring companies doing it right.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Uber\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" —\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Differentiated digital customer service with industry-leading response times\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Uber has always stood out for its customer-centricity and responsiveness. In 2020, when the pandemic forced travelers to stay indoors, Uber used the downtime to transform its customer support strategy across 15+ social channels and set up a rapid response team to listen in to safety alerts from globetrotters using its service.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Using Sprinklr Service, Uber ramped up 1000 customer support agents to harness the power of Sprinkr's 9-layered AI engine to filter engageable messages from noise on social media platforms and route urgent messages to appropriate teams for delivering quick, personalized responses at scale with a human touch.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"24GEYyvUKxgo2lsTqYYJOo\",\"title\":\"Uber testifies for stellar digital customer support with the help of Sprinklr Service\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/24GEYyvUKxgo2lsTqYYJOo/c69096f320ff06a4eb40238c91b7f766/digital-customer-service-customer-story-uber-sprinklr.png\",\"details\":{\"size\":69026,\"image\":{\"width\":1656,\"height\":982}},\"fileName\":\"digital-customer-service-customer-story-uber-sprinklr.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Apple\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" — \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Exemplary proactive and reactive social customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Apple has always been a front-runner in the customer support space and this time is no exception. Ssuper active on Twitter, Apple keeps its community of loyal fans and customers engaged by uploading short directive videos and answering queries almost on a daily basis.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1X8jlL3bkovDPLXjA6ciqr\",\"title\":\"Example of consistent digital customer support — Apple Support\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1X8jlL3bkovDPLXjA6ciqr/b5eea48058e70f8ff6ea8e472b1cc05a/digital-customer-service-example-apple-support.jpg\",\"details\":{\"size\":137923,\"image\":{\"width\":2160,\"height\":2160}},\"fileName\":\"digital-customer-service-example-apple-support.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It also runs a personalized platform where customers can see every Apple product they ever bought and seek support. That’s why it boasts one of the industry's highest \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"net promoter score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and practically a cult following for its products and services.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Accelerate your digital customer service journey with omnichannel, AI-powered software \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The COVID-19 pandemic was a turning point for companies and how they view customer support. Savvy, progressive brands took the adversity as an opportunity to rethink their customer support offerings and double down on the digital channels out there. Many of them increased their spending on digital customer experience in an effort to delight their customers with matchless experiences that drive loyalty and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That’s where an AI-led omnichannel customer support solution like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can ease the transition from offline to online and give you a winning headstart.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But how does that happen?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With a nine-layered AI engine that is purpose-built for the modern enterprise, Sprinklr collates all your customer interactions across 30+ modern and traditional channels into one centralized dashboard. The AI processes all the customer data, enabling you to craft personalized support experiences that stick around in your customers' minds for eternity.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To explore Sprinklr for your business use cases, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/demo-care/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"request a free demo\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" now.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templatePostPageFaqSection\",\"id\":\"3Ux17moRR5fIXBMOSdWQIX\",\"title\":\"Frequently Asked Questions\",\"faqSection\":{\"contentType\":\"templateAccordion\",\"id\":\"5uMRT64M2Gw39gcHHG5fzV\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"4Poh5J0BR0zBORozCxa5WV\",\"name\":\"Can a company with limited digital self-service switch to digital customer service?\",\"title\":\"Can a company with limited digital self-service switch to digital customer service?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers prefer digital self-service over customer service. The bigger the customer base, the more critical it is to switch to digital offerings. While you can switch, digital customer servicing is limited to text messaging, WhatsApp chats or emails for a company with a low digital presence.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3GoSTgGBNBR733lDST2fJZ\",\"name\":\"How long does it take to get returns on investing in digital customer service?\",\"title\":\"How long does it take to get returns on investing in digital customer service?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Often, companies begin to see returns as soon as they go digital. Customers begin to sign up, offer feedback and share it online through reviews.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"ABi1qcr1h4FKumR024tjJ\",\"name\":\"What role does automation and AI play in digital customer service?\",\"title\":\"What role does automation and AI play in digital customer service?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Automation improves the speed and efficiency of customer service by automating responses, self-serve support and workflow automation. AI, on the other hand, improves the quality of interactions by making them more personalized and tailored to each customer.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true}],\"accordionDisplayStyle\":\"CLEAN\",\"topMargin\":\"SMALL\"}}},\"content\":[],\"nodeType\":\"embedded-entry-block\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"default-cxm-image\",\"title\":\"Sprinklr Logo\",\"file\":{\"details\":{\"image\":{\"width\":1080,\"height\":1080}},\"url\":\"https://www.sprinklr.com/spr-og.png\"}},\"slug\":\"/cxm/digital-customer-service/\"},{\"id\":\"389rGocdAOj23PSiv7y6g3\",\"title\":\"Customer Service: Everything You Need to Know in 2024\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"b7wrAGiUA3tY0Lar8jxeT\",\"authorName\":\"Issac Thomas\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"6OJVe5QGkeUE1rR03J161\",\"seoTitle\":\"Issac Thomas\",\"seoDescription\":\"Get the latest articles and insights from Issac Thomas. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Issac Thomas\"},\"person\":{\"contentType\":\"person\",\"id\":\"6fgeAQjbYOivQtCZuIHeBn\",\"entryTitle\":\"Issac Thomas\",\"name\":\"Issac Thomas\",\"title\":\"Content Marketer\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"4m7jWXHak4SC0emRgOKXCh\",\"title\":\"Isaac thomas\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4m7jWXHak4SC0emRgOKXCh/959c50d24359012b31be26eb2b539735/IMG_for_headshot.jpg\",\"details\":{\"size\":54274,\"image\":{\"width\":1424,\"height\":1424}},\"fileName\":\"IMG for headshot.jpg\",\"contentType\":\"image/webp\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Meet Issac Thomas, a wordsmith extraordinaire with a flair for writing engaging content assets across the B2B buyer journey. He has worked for #ARM Worldwide, XOXOday and Anteriad. An IIM Trichy alumni, Issac is currently working at Sprinklr crafting compelling stories. In his free time, he loves being a movie buff and a book nerd.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"issac-thomas\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is customer service?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service is the support you provide to customers through voice, chat, SMS, email and social channels. It plays a pivotal role in the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", spanning pre-purchase to post-purchase stages, significantly influencing customer satisfaction and retention rates. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service is “good” when you promptly answer customer queries about your offerings, assist customers through payment issues or technical glitches and guide them before and after purchase. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service becomes “memorable” when you anticipate issues proactively and reach out to customers before something happens, ensuring customer satisfaction and loyalty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"On this page, we discuss why customer service has become the building block of business core strategy today and what you can do to differentiate customer service in 2024. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How does customer service work?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service works in three different ways: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Reactive support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe most traditional mechanism of customer service delivery is reactive, and it usually starts when a customer reaches out to a business seeking information or support. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers contact customer service through a preferred channel (phone, email, app). \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The problem is identified by active listening and asking questions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The issue is resolved instantly, or a follow-up is scheduled. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Post resolution, feedback is solicited to gauge customer satisfaction and identify areas of improvement. \\n\\nWith this approach, the business’s call or contact volume tends to increase, compounding overheads and delaying resolutions, which can lead to customer frustration and even churn. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Proactive support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe problems with reactive support led to the emergence of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/proactive-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"proactive customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", where businesses anticipate customer issues before they become tickets and establish systems/processes to deliver instant resolutions by:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/social-listening/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"value\":\"Social listening\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\":\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Listen to relevant customer conversations, pick negative sentiments and swoop in with recommendations and resolutions. This approach resolves immediate concerns and contributes to building a customer-centric brand reputation. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"value\":\"Customer self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\": Identify top contact drivers by analyzing contact trends and customer feedback and then build self-serve resources (like tutorials, knowledge base, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/faq-chatbots/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"FAQ chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" etc.) to enable customers to self-seek resolutions without calling customer support. With proactive support empowering customers to solve their issues autonomously, the contact volume gradually decreases, and customer satisfaction increases, making it a win-win for businesses and customers alike. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Predictive support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nAI-led predictive intelligence uses customer data to predict future customer behaviors (like churn or purchase) in every scenario. It can then recommend the next best actions intelligently to support sales and marketing teams working collaboratively to achieve desired outcomes. \\n\\nLet’s understand with an example: A customer who just completed a purchase with your business is likely to scout for complementary products, which presents a cross-selling opportunity for your marketing teams. The customer might be looking for product usage information, so your customer support or customer success team should step in. Timely intervention encourages positive customer behavior and improves \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Interesting Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-success-vs-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"How Different Is Customer Success from Customer Experience?\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service vs. Customer experience vs. Customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Though some may think of customer service, customer experience, and customer support as similar, this is not the case; they have their differences, as expressed in the table below. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Aspect\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer Experience\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer Support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Definition\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Provides assistance and support \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Encompasses all interactions to shape perception \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Addresses and resolves specific customer issues \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Focus\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Reactive. Caters to customer needs \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Proactive. Shapes customer perceptions \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Reactive. Resolves customer inquiries \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Scope\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Transactional, issue-focused \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Holistic, covers the entire customer journey \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Transactional, focused on specific problems \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Timeframe\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immediate, short-term impact \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Long-term impact, ongoing relationship building \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immediate, short-term issue resolution \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Interaction\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Company or customer-initiated interactions \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer-centric, considers customer viewpoint \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Company-initiated, resolves customer inquiries \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Impact\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immediate resolution of issues \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Long-lasting impression, loyalty and advocacy \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immediate resolution of customer inquiries \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2vHjExbuTQrY6IB813wjV0\",\"title\":\"Further Reading\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Further reading: \",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-support-vs-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How Customer Service Differs from Customer Support\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-vs-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How Is Customer Experience Different From Customer Service?\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Five pillars of customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"You serve customers better when you understand the key pillars and foundational blocks of customer service. Here they are: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Communication channels \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Communication channels form the cornerstone of robust customer service, serving as the primary pillar for delivering exceptional customer experience and support. They ensure accessibility and convenience by catering to diverse customer preferences through various channels like phone, SMS, email, live chat and social media. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer satisfaction\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nLike proactive support, maintaining a consistent level of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" hinges on factors like responsiveness, service speed and swift issue resolution. It's essential to cultivate a sense of accountability among your agents, making them understand that the foundation of customer success begins at their workstations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2AcC2wPv9Gb4r7FaRuFTOR\",\"title\":\"Sprinklr's customer satisfaction software. \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Did you know\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Today, you can quickly build a \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"CSAT survey\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", deploy it across all your customer service channels and then see the results in a single, unified report. \\n\\nCheck out how our \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/customer-satisfaction/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel customer satisfaction platform\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" does all of this:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"1jPHoyZDy172hWHlJ3sVCJ\",\"title\":\"CSAT survey\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1jPHoyZDy172hWHlJ3sVCJ/541cce20009669cda8662ff2f32336fc/CSAT_survey.webp\",\"details\":{\"size\":117416,\"image\":{\"width\":1363,\"height\":1281}},\"fileName\":\"CSAT survey.webp\",\"contentType\":\"image/webp\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"1h9Dy9VkZSffSCI5HvyeIY\",\"name\":\"Build your survey for free now\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Build your survey for free now\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"alignment\":\"CENTER\",\"topMargin\":\"SMALL\",\"bottomMargin\":\"SMALL\",\"isOpenNewTab\":true}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Rich knowledge base\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe purpose of a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge base\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" extends beyond mere support. Consider the knowledge base as a content repository designed to educate, motivate and assist customers in resolving their issues when necessary. It can act as a single source of accurate information. You can set up a team for monthly reviews who can remove outdated content and update the knowledge base regularly. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Training and coaching\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nAgent training and coaching empower your customer service representatives to excel and provide top-notch assistance. Through continuous customer service training, agents are equipped with the knowledge and abilities to address diverse customer needs effectively. This includes mastering your company's products or services, honing communication skills and developing strong problem-solving capabilities. And all of it requires customer service coaching. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Read more: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-coaching/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Learn How to Coach Your Customer Service Team\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer service metrics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-metrics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Customer service metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" offer a clear and objective way to evaluate the performance of your service teams and individual agents. It is usually categorized into four types:- \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Quality metrics \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Performance metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Efficiency metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Employee satisfaction metrics \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It also aligns your customer service efforts with broader business objectives, ensuring that your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-strategy/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service strategy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" supports revenue growth and customer retention goals. \\n\\nMoreover, customer-centric metrics like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"http://net%20promoter%20score%20(nps)/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Net Promoter Score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"http://customer%20effort%20score%20(ces)/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Customer Effort Score (CES)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" keep your focus on the customer experience, helping you tailor your service to meet and exceed customer expectations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Dig Deeper: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/pillars-of-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"value\":\"Customer Service Pillars – Explained in Detail\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Top benefits of customer service for all sectors\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Attention to customer service can help you build a positive brand perception and boost your long-term customer success initiatives. Here are the other key benefits. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Improved customer satisfaction\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Superior customer service is synonymous with shorter hold times and quicker resolution times. Prioritizing customer service and offering timely support can lead to an increased customer satisfaction rate and higher retention rate. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"7KfjOxx8pSX4A0wa9S1z13\",\"title\":\"Pro Tip: Customer satisfaction\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💡 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pro Tip\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Customer satisfaction drops when customers don’t receive the resolutions they seek at the first point of contact. That’s why you need to focus on resolving queries in the first attempt itself (first contact resolution or FCR) by following these five steps: - \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Benchmark your FCR \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Build a knowledge base \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Train your agents \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Instil a proactive approach \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Minimize circle time \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Read this article on \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/first-contact-resolution/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"value\":\"First Contact Resolution\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to understand how to execute these five steps! \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"MEDIUM\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Greater competitive advantage\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nIn today's competitive market, outstanding customer service sets you apart. Businesses with a reputation for excellent service are often chosen over alternatives, attracting more customers. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Increased customer loyalty \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Exceptional customer service lets you create a solid emotional connection with your customers. When customers feel valued and well-supported, they are more likely to remain loyal to your brand and continue using your products or services. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"Z0WMsYWICKk5JrbvyZmMH\",\"name\":\"How to build customer loyalty through after-sales service\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/CN78CI_svb8?si=EgCcOB94v83BryW8?enablejsapi=1\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Positive word-of-mouth and referrals \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Satisfied customers are likely to share their positive experiences with friends, family and online communities. This positive word-of-mouth, often driven by high Net Promoter Scores, can significantly enhance your brand's reputation and bring in new customers through referrals. Happy customers, acting as your advocates, expand your reach and attract new customers who trust genuine recommendations. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Interesting Article: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/happy-customers-buy-more/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Happy Customers Buy More\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" Higher customer lifetime value\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomers who experience superior service are more likely to make repeat purchases and spend more over their lifetime. This increased \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-lifetime-value/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer lifetime value\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" contributes to your long-term revenue growth. \\n\\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Evolution of customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service has evolved significantly over the years to meet the changing needs and expectations of consumers. Initially, businesses focused on providing basic assistance and resolving complaints. However, as competition increased and customer expectations grew, the role of customer service expanded to include proactive support, personalized interactions and omnichannel engagement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Basic assistance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Initially, customer service primarily involved addressing customer complaints and providing basic assistance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Proactive support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Businesses began to anticipate customer needs and offer proactive support to prevent issues before they arise. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Personalized interactions\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": With the rise of data analytics, businesses started personalizing customer interactions based on customer preferences and behaviors. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel engagement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": The evolution of technology led to the adoption of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"omnichannel customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", allowing customers to interact with businesses through multiple channels seamlessly. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Virtual and augmented reality\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": VR revolutionized training methods while enhancing customer experiences. It allows agents to immerse themselves in realistic scenarios, improving their skills and empathy. Furthermore, the penetration of generative AI in support is streamlining processes and providing personalized solutions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Seven types of customer service channels\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Communication channels are one of the major pillars of customer service. Your customer will reach out to you for help through one of these seven channels or using all of them simultaneously. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📢\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Voice\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomers connect with businesses through toll-free numbers, entering queues to await assistance. Although effective, long waiting times can frustrate customers. Businesses leverage \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/interactive-voice-response/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Interactive Voice Response (IVR)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" systems, reducing call volumes, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-hold-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"average hold times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and operational expenses. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📱\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"SMS\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nMobile messaging or SMS communication has gained traction due to its convenience. Customers easily submit service requests by sending a few words to a designated number. While SMS doesn't directly provide solutions, it helps customers bypass the process of raising tickets or enduring service call queues. Companies arrange callbacks, enabling customers to access assistance at their convenience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Be a Pro: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-messaging/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Customer Service Messaging - Everything You Need to Know in 2024\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📧Email\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nMany customers favor emails as they allow them to explain the issues in detail and at their own pace. Threaded conversations offer comprehensive timelines, including concise documentation for future reference. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"👥Live chat\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nReal-time text-based interactions on \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"live chat support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" offer a balance between speed and personalized support. It's popular for its convenience, quick responses and readily available chat logs. Automated chatbots promptly address common queries, enabling agents to focus on complex conversations. Industries like banking, eCommerce and travel heavily rely on live chat for customer service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🔧Self-service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomer self-service empowers customers to find solutions 24/7 through FAQs, knowledge bases and tutorials. Particularly effective for straight queries, self-service reduces queue congestion, accelerates time-to-resolution and enables customer service teams to focus on more intricate issues. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"👤Virtual agents\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nA \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/virtual-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"virtual agent\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" offers frontline assistance, swiftly addressing all your customers' service requirements. Going beyond the capabilities of chatbots, virtual agents use natural language processing to interpret human inputs and understand their intent. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📲Social Media\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomers engage publicly on social media platforms. Raising service requests via direct messages (DM) offers ease compared to traditional help desks or customer service lines. Prompt responses and callbacks demonstrate your commitment to customer satisfaction, showcasing your brand as socially aware and proactive. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"51gib0GIVydyCnriQMpC3f\",\"title\":\"Beware - Omnichannel CCaas\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Beware\",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": While you juggle through these seven channels, you might miss out on an important conversation. Common wisdom says you do 99 things right, but doing one wrong will still be counted as a mistake. To avoid that one mistake, deploy \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/teams/customer-service/omnichannel-contact-center/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel CCaaS\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to keep all communication channels under one roof. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"3eiOpytnVCuRfpQgpl0ZZS\",\"name\":\"MANAGE ALL YOUR CUSTOMER SERVICE CHANNELS FOR FREE\",\"type\":\"BUTTON\",\"text\":\"MANAGE ALL YOUR CUSTOMER SERVICE CHANNELS FOR FREE\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to deliver good customer service using tools\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Emmert Wolf once said \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"a man is only as good as his tools\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\". If you need to ensure you are prepared to give the best customer service, you need to look at the kind of tools you possess. Modern problems need modern solutions. We are sharing different customer service tools that can come in handy during different example scenarios, improving your brand's overall customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Essential customer service tools for technology companies \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe tech industry needs explainer video tutorials and FAQ chatbots because tech buyers often encounter issues and appreciate troubleshooting content and instant answers. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Example scenario:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" A new iPhone user is finding it hard to use iMessage, which is why they can’t receive OTPs or important information. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tools needed\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": A knowledge base article or video on using iMessage \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Either share troubleshooting content (like the one in the screenshot below) over email or direct the customer to it via your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center agents\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" or \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-a-chatbot/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", whatever the customer uses to connect with you. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5twNVePpmT59GuckbffMrL\",\"title\":\"Resolving a customer query with a knowledge base article\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5twNVePpmT59GuckbffMrL/55e5b956b3eec88ecf3af4287315fa85/Resolving_a_customer_query_with_a_knowledge_base_article.webp\",\"details\":{\"size\":89890,\"image\":{\"width\":1225,\"height\":1183}},\"fileName\":\"Resolving a customer query with a knowledge base article.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"RZLeDjcr1QXlll6iSuqVH\",\"name\":\"Start Empowering Your Customers for Free Now\",\"type\":\"BUTTON\",\"text\":\"Start Empowering Your Customers for Free Now\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Essential customer service tools for travel companies\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe travel industry needs advanced customer service tools due to changing customer needs. They need instant support and constant guidance across multiple channels. Tools like omnichannel support and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/social-media-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"social media customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can greatly improve customer satisfaction since many travel searches start on social media. \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\\nExample scenario\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": A new-gen travel agency wants to provide customized travel packages for their users and guide them through the whole itinerary during the journey \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tools needed\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Omnichannel support and social customer care \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"A traveling customer would be happy if they get \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"omnichannel support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" on email, WhatsApp and website so that their travel information is preserved and transferred to whatever channel they use during travel. Likewise, social customer care will enable them to share notes, reviews and pictures on one platform. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Essential customer service tools for the energy sector\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Customer service in the energy sector can be really challenging, attributing to the nature of the industry, regulatory environment and complexity of services. But with better tools, you can face the toughest challenges, just like DTE Energy did. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/stories/dte-energy/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"DTE Energy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is one of the largest energy companies in the United States, serving 450 communities and some 2.3 million residential and business customers. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"The challenge:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Owing to high contact volumes and resulting agent burnout, DTE’s annual contact center attrition rate was over 40% and attracting new talent was becoming increasingly difficult. The existing customer service team struggled to meet its \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/service-level-agreement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Service Level Agreement (SLA)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and was ill-equipped. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"The solution:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" DTE implemented \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to offer live chat as a support channel to its customers, giving the flexibility to handle multiple customers at the same time. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"They decided to experiment with live chat on two web pages: one for customers moving in or out and another for billing inquiries. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"They started slowly, closely monitoring customer adoption and chat volume. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Two phone groups, from billing and move-in/move-out teams, were trained to handle chats for half of the day and phone calls for the other half. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Over time, the agent satisfaction score in DTE’s contact center climbed to 4-4.5 out of 5. The attrition rate dropped from 40% to 2.3% every month. \\n\\nWhat's more? \\n\\nThe customer service team achieved a 38% reduction in case duration. An issue that previously took 12 minutes to resolve on a voice call was now handled in 4.5 minutes via chat. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Your takeaway: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Time is invaluable in customer service. If a customer service tool can save a few precious minutes, imagine the impact it will have on your first contact resolution, CSAT and overall customer experience. Why just imagine when you can try out Sprinklr Service and witness the results firsthand? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"6TTLZAhUf1bdYowNa5oSLZ\",\"name\":\"TRY SPRINKLR FOR FREE\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"TRY SPRINKLR FOR FREE\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":false,\"bottomMargin\":\"SMALL\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templatePostPageFaqSection\",\"id\":\"5Y1W8ef4bSyVzWxcPwQ5qo\",\"title\":\"Frequently Asked Questions\",\"faqSection\":{\"contentType\":\"templateAccordion\",\"id\":\"3WbQDxVWUQQjBA1QoB4Mpd\",\"name\":\"What is customer service [+Definition, Importance \u0026 Benefits] FAQ\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"25nomHFsEJCtUE7VUXHbZB\",\"name\":\"What is the role of AI in customer service? \",\"title\":\"What is the role of AI in customer service? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The role of \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/ai-in-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"AI in customer service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" is to streamline operations, automate repetitive tasks, enhance self-service options, and provide personalized experiences, improving efficiency and customer satisfaction while reducing costs. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3oJglkuKMmzSdBtZqrkpMx\",\"name\":\"How can customer service be personalized? \",\"title\":\"How can customer service be personalized? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service can be personalized by using customer data to tailor interactions, offering relevant solutions, showing genuine empathy, enhancing the customer experience and building lasting relationships. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"3gcX4sTGlrPFxqEBXLfCW3\",\"name\":\"How does customer service impact business success? \",\"title\":\"How does customer service impact business success?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer service impacts business success by enhancing customer satisfaction, fostering loyalty and generating positive word-of-mouth, leading to increased revenue, repeat business and a competitive edge in the market. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"3vOV2fb1R8zbc3oEUiZJhd\",\"name\":\"How important is the speed in customer service? \",\"title\":\"How important is the speed in customer service? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" Speed in customer service is crucial as it demonstrates responsiveness, values customers' time and resolves issues promptly, leading to higher satisfaction, loyalty and positive brand perception. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"340Rc8DBVOCjf76VoX5EBr\",\"name\":\"Can customer service be a competitive advantage for businesses?\",\"title\":\"Can customer service be a competitive advantage for businesses?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, customer service is a competitive advantage for businesses. It sets businesses apart, enhances brand reputation, fosters customer loyalty and drives long-term success in the market. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}}},\"content\":[],\"nodeType\":\"embedded-entry-block\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"default-cxm-image\",\"title\":\"Sprinklr Logo\",\"file\":{\"details\":{\"image\":{\"width\":1080,\"height\":1080}},\"url\":\"https://www.sprinklr.com/spr-og.png\"}},\"slug\":\"/cxm/what-is-customer-service/\"}]}]]}]}]}]}]]}]]}]\n"])</script></body></html>