Retail - Smart Customer Service

<!DOCTYPE html> <html id="ctl00_PageTemplateHtml" lang="en" itemscope="itemscope" xmlns="http://www.w3.org/1999/xhtml" xmlns:og="http://opengraphprotocol.org/schema/" xmlns:fb="http://ogp.me/ns/fb#" itemtype="http://schema.org/CollectionPage"> <meta itemprop="description" content="Index of Smart Customer Service articles in the Retail category"/> <meta itemprop="name" content="Retail"/> <meta itemprop="url" content="http://www.smartcustomerservice.com/Categories/Retail_513.aspx"/> <head id="ctl00_PageTemplateHead">  <meta http-equiv="Content-Type" content="text/html; charset=utf-8" /> <meta http-equiv="content-language" content="en-US" /> <meta name="description" content="Index of Smart Customer Service articles in the Retail category"> <link rel="canonical" href="http://www.smartcustomerservice.com/Categories/Retail_513.aspx"/>    <title> Retail - Smart Customer Service </title><link href="https://www.smartcustomerservice.com/styles/default.css" rel="stylesheet" /><link href="https://www.smartcustomerservice.com/styles/navigation.css?d=20140505" rel="stylesheet" type="text/css" /><link href="https://www.smartcustomerservice.com/styles/dropdownpanel.css" rel="stylesheet" type="text/css" /><link href="https://www.smartcustomerservice.com/styles/modal.css?d=20130425" rel="stylesheet" type="text/css" />  <link href="https://fonts.googleapis.com/css?family=Lato:300,400" rel="stylesheet" type="text/css" /><link href="https://fonts.googleapis.com/css?family=Roboto:100,300,400,500" rel="stylesheet" type="text/css" /><link rel="shortcut icon" type="image/ico" href="http://www.smartcustomerservice.com/images/favicon.ico" /> <script type="text/javascript" src="/scripts/jquery/jquery-1.7.2.js"></script> <script type='text/javascript'> (function () { var useSSL = 'https:' == document.location.protocol; var src = (useSSL ? 'https:' : 'http:') + '//www.googletagservices.com/tag/js/gpt.js'; document.write('<scr' + 'ipt src="' + src + '"></scr' + 'ipt>'); })(); </script> <script type='text/javascript'> googletag.cmd.push(function() { googletag.defineSlot('/1067009/SCS-Banner', [468, 60], 'div-gpt-ad-1374585989977-1').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Box', [300, 250], 'div-gpt-ad-1374585989977-2').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Interstitial', [1, 1], 'div-gpt-ad-1374585989977-3').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Leaderboard-Bottom', [728, 90], 'div-gpt-ad-1374585989977-4').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Leaderboard-Top', [728, 90], 'div-gpt-ad-1374585989977-5').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Rectangle-1', [300, 100], 'div-gpt-ad-1374585989977-6').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Skyscraper', [120, 600], 'div-gpt-ad-1374585989977-7').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Text-Ads', [250, 250], 'div-gpt-ad-1374585989977-8').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Tile', [125, 125], 'div-gpt-ad-1374585989977-9').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Wide-Skyscraper', [160, 600], 'div-gpt-ad-1374585989977-10').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-BoxAd-2', [300, 250], 'div-gpt-ad-1374585989977-11').addService(googletag.pubads()); googletag.pubads().enableSingleRequest(); googletag.pubads().enableSyncRendering(); googletag.pubads().collapseEmptyDivs(); googletag.enableServices(); }); </script> <script async src="https://www.googletagmanager.com/gtag/js?id=G-S9QKDWZCH6"></script> <script> window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'G-S9QKDWZCH6'); </script> </head> <body> <form name="aspnetForm" method="post" action="/Categories/Retail_513.aspx" id="aspnetForm"> <div> <input type="hidden" name="__VIEWSTATE" id="__VIEWSTATE" value="/wEPDwUKMjEyMTI5MjE1OWRklqIXdJYGPbEGUsvgSdXKs/EoN4CgHSp7jOAAzrZl6z8=" /> </div> <div> <input type="hidden" name="__VIEWSTATEGENERATOR" id="__VIEWSTATEGENERATOR" value="2BB77FA6" /> </div> <div id="wrapper"> <div id="header_wrapper"> <div id="header"> <a id="logo" href="https://www.smartcustomerservice.com/Default.aspx" title="Smart Customer Service">Smart Customer Service</a> <ul id="nav_top"> <li> <a href="https://www.destinationcrm.com/Conferences/CXConnect2023/Default.aspx" target="_blank">CX Connect</a> </li> <li> <a href="/Conference/" target="_blank">Smart Customer Service Conference</a> </li> <li> <a href="https://www.destinationcrm.com" target="_blank">destinationcrm.com</a> </li> <li class="last"> <a href="https://www.speechtechmag.com" target="_blank">speechtechmag.com</a> </li> </ul> <div class="ad_leaderboard ad_top"> <div id='div-gpt-ad-1374585989977-5' style='width:728px; height:90px;'> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1374585989977-5'); }); </script> </div> </div> <nav> <div id="mnuNavigation"> <ul> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <meta itemprop="name" content="Smart Customer Service Home" /> <a itemprop="url" title="Smart Customer Service home page" href="http://www.smartcustomerservice.com/Default.aspx">Home</a> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <meta itemprop="name" content="Subscribe" /> <a itemprop="url" title="Subscribe to Smart Customer Service newsletters" href="http://www.smartcustomerservice.com/Newsletters/Default.aspx">Subscribe</a> <div class="dropdown_panel menu_subscribe"> <a title="Subscribe to Smart Customer Service newsletters" itemprop="url" href="http://www.smartcustomerservice.com/Newsletters/Default.aspx">Newsletters</a> <br /> <a title="Subscribe to CRM Magazine" itemprop="url" target="blank" href="http://www.destinationcrm.com/CRM_Magazine">CRM Magazine</a> <br /> <a title="Subscribe to Speech Technology Magazine" itemprop="url" target="blank" href="http://www.speechtechmag.com/Subscribe/">Speech Technology Magazine</a> <br /> </div> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <a href="#"><span itemprop="name">Articles</span></a> <div class="dropdown_panel menu_articles"> <a href="http://www.smartcustomerservice.com/Articles/News-Features" itemprop="url">News Features</a> <br/> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs" itemprop="url">News Briefs</a> <br/> <a href="http://www.smartcustomerservice.com/Columns/Expert-Advice" itemprop="url">Expert Advice</a> <br/> <a href="http://www.smartcustomerservice.com/Columns/Vendor-Views" itemprop="url">Vendor Views</a> <br/> <a href="http://www.smartcustomerservice.com/Articles/What-Is" itemprop="url">What Is..?</a> <br/> </div> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <meta itemprop="description" content="Navigation links to Smart Customer Service Topics" /> <a href="#">Topics</a> <div class="dropdown_panel menu_topics"> <table class="clsCategoryTable" border="0"> <tr> <td style="width:50%;vertical-align:top;"><div style="padding:2px; border-right:1px #fff dashed; margin-right:4px; "><div><a title="Analytics" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Analytics_497.aspx">Analytics </a></div><div><a title="Automated Support" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Automated-Support_496.aspx">Automated Support</a></div><div><a title="Cloud-based Support" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Cloud-based-Support_524.aspx">Cloud-based Support</a></div><div><a title="Customer Relationship Management" itemprop="url" href="http://www.smartcustomerservice.com/Categories/CRM_494.aspx">CRM</a></div><div><a title="Cross-Channel Support" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Cross-Channel-Support_522.aspx">Cross-Channel Support</a></div><div><a title="Infrastructure & Hardware" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Infrastructure--Hardware_492.aspx">Infrastructure & Hardware</a></div><div><a title="Interactive Voice Response" itemprop="url" href="http://www.smartcustomerservice.com/Categories/IVR_493.aspx">IVR</a></div></div></td><td style="width:50%;vertical-align:top;"><div><a title="Live Support" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Live-Support_495.aspx">Live Support</a></div><div><a title="Managerial and Training" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Managerial-and-Training_498.aspx">Managerial and Training</a></div><div><a title="Mobile Customer Service" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Mobile-Customer-Service_500.aspx">Mobile Customer Service</a></div><div><a title="Outsourcing " itemprop="url" href="http://www.smartcustomerservice.com/Categories/Outsourcing_525.aspx">Outsourcing </a></div><div><a title="Social Customer Service" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Social-Customer-Service_499.aspx">Social Customer Service </a></div><div><a title="Voice and Data Services" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Voice-and-Data-Services_527.aspx">Voice and Data Services</a></div><div><a title="Voice of the Customer" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Voice-of-the-Customer_526.aspx">Voice of the Customer</a></div></td> </tr> </table> </div> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <meta itemprop="description" content="Navigation links to Smart Customer Service Industries" /> <a href="#">Industries</a> <div class="dropdown_panel menu_industries"> <table class="clsCategoryTable" border="0"> <tr> <td style="width:50%;vertical-align:top;"><div style="padding:2px; border-right:1px #fff dashed; margin-right:4px; "><div><a title="Consumer Packaged Goods" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Consumer-Packaged-Goods_501.aspx">Consumer Packaged Goods</a></div><div><a title="Education" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Education_503.aspx">Education</a></div><div><a title="Financial Services" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Financial-Services_504.aspx">Financial Services</a></div><div><a title="Government " itemprop="url" href="http://www.smartcustomerservice.com/Categories/Government_505.aspx">Government </a></div><div><a title="Healthcare/Pharmaceuticals" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Healthcare-Pharmaceuticals_506.aspx">Healthcare/Pharmaceuticals</a></div><div><a title="Insurance" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Insurance_507.aspx">Insurance</a></div><div><a title="Manufacturing" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Manufacturing_508.aspx">Manufacturing</a></div><div><a title="Non-profit" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Non-profit_509.aspx">Non-profit</a></div></div></td><td style="width:50%;vertical-align:top;"><div><a title="Professional Services" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Professional-Services_512.aspx">Professional Services</a></div><div><a title="Retail" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Retail_513.aspx">Retail</a></div><div><a title="Technology" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Technology_514.aspx">Technology</a></div><div><a title="Telecommunications" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Telecommunications_515.aspx">Telecommunications</a></div><div><a title="Transportation" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Transportation_516.aspx">Transportation</a></div><div><a title="Travel Hospitality" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Travel-Hospitality_517.aspx">Travel Hospitality</a></div><div><a title="Utilities" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Utilities_510.aspx">Utilities</a></div></td> </tr> </table> </div> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <a href="#"><span itemprop="name">Resources</span></a> <div class="dropdown_panel menu_resources"> <a title="Best Practices" itemprop="url" href="https://www.smartcustomerservice.com/Best-Practices/">Best Practices</a> <br /> <a title="Content Library" itemprop="url" href="http://www.smartcustomerservice.com/ContentLibrary/">Content Library</a> <br /> <a title="Buyer's Guide" itemprop="url" href="http://www.smartcustomerservice.com/BuyersGuide/">Buyer's Guide</a> <br /> <a title="Directory" itemprop="url" href="http://www.smartcustomerservice.com/Directory/">Directory</a><br /> <a title="Sponsored Video" itemprop="url" href="http://www.smartcustomerservice.com/Sponsored-Video/">Sponsored Video</a><br /> </div> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <a href="#"><span itemprop="name">Events & Programs</span></a> <div class="dropdown_panel menu_events"> <a itemprop="url" href="Https://www.DestinationCRM.com/conferences/CXConnect2023/Default.aspx" target="_blank">CX Connect 2023</a> <br /> <a itemprop="url" href="/conference/" target="_blank">Smart Customer Service Conference</a> <br /> <a itemprop="url" href="http://www.destinationcrm.com/conferences/" target="_blank">CRM Evolution Conference</a> <br /> <a itemprop="url" href="http://www.speechtek.com" target="_blank">SpeechTEK Conference</a> <br /> <a itemprop="url" href="http://digitalexperienceconference.com/2019/Default.aspx" target="_blank">Digital Experience Conference</a> <br /> <a itemprop="url" href="http://www.smartcustomerservice.com/Webinars/">Webinars</a> <br /> </div> </li> <li class="last" itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <a href="#"><span itemprop="name">About</span></a> <div class="dropdown_panel menu_about"> <a itemprop="url" href="http://www.smartcustomerservice.com/AboutUs.aspx">About Us</a><br /> <a itemprop="url" href="http://www.smartcustomerservice.com/Contact.aspx">Contact Us</a><br /> <a itemprop="url" href="http://www.smartcustomerservice.com/Advertise.aspx">How to Advertise</a><br /> <a itemprop="url" href="http://www.smartcustomerservice.com/EditorialSubmissions.aspx">Editorial Submissions</a><br /> </div> </li> </ul> <div style="float: right;"> <input type="text" id="txtSearch" style="margin-top: 5px; font-size: 12px;" /> <input type="button" id="btnSearch" value="Search" style="cursor: pointer;" /> </div> </div> </nav> <script type="text/javascript"> $(function () { $("input#btnSearch").click(function () { var elm = document.getElementById("txtSearch"); var buf = "?query=" + encodeURIComponent(elm.value); var url = "http://www.smartcustomerservice.com/Search/" + buf; window.location.href = url; }); $("input#txtSearch").keypress(function (e) { if (e.keyCode === '13') { var elm = document.getElementById("txtSearch"); var buf = "?query=" + encodeURIComponent(elm.value); var url = "http://www.smartcustomerservice.com/Search/" + buf; window.location.href = url; } }); }); </script> </div> </div> <div id="content">   <div id="secondary_main" itemscope="itemscope" itemtype="http://schema.org/ItemList"> <meta itemprop="name" content="List of articles in the Retail category"/> <meta itemprop="itemListOrder" content="Descending" /> <header> <h1>Retail</h1> </header> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Talkdesk-Unveils-Talkdesk-Autopilot-162941.aspx" title="Talkdesk Unveils Talkdesk Autopilot">Talkdesk Unveils Talkdesk Autopilot</a></h3> <span class="deck" itemprop="description">Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.</span> <div class="date">Posted March 06, 2024</div> <meta itemprop="datePublished" content="2024-03-06" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Wish-Partners-with-eDesk-155381.aspx" title="Wish Partners with eDesk">Wish Partners with eDesk</a></h3> <span class="deck" itemprop="description">Wish merchants across the U.S. and Europe can access eDesk's integrative customer support system. (Featured on <em>DestinationCRM.com</em>.)</span> <div class="date">Posted October 07, 2022</div> <meta itemprop="datePublished" content="2022-10-07" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/PCI-Pal-Launches-Pay-By-Bank-155024.aspx" title="PCI Pal Launches Pay By Bank">PCI Pal Launches Pay By Bank</a></h3> <span class="deck" itemprop="description">PCI Pal's Pay By Bank is an open banking solution for contact centers to accept payments.</span> <div class="date">Posted September 21, 2022</div> <meta itemprop="datePublished" content="2022-09-21" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Talkdesk-Launches-Retail-Experience-Cloud-153303.aspx" title="Talkdesk Launches Retail Experience Cloud">Talkdesk Launches Retail Experience Cloud</a></h3> <span class="deck" itemprop="description">Talkdesk Retail Experience Cloud is a customer service platform purpose built to unify the retail customer journey.</span> <div class="date">Posted June 07, 2022</div> <meta itemprop="datePublished" content="2022-06-07" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/eDesk-Integrates-with-Aircall-148988.aspx" title="eDesk Integrates with Aircall">eDesk Integrates with Aircall</a></h3> <span class="deck" itemprop="description">The eDesk-Aircall partnership centralizes email, chat, social, and phone communications for ecommerce retailers</span> <div class="date">Posted September 15, 2021</div> <meta itemprop="datePublished" content="2021-09-15" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Semafone-Launches-SecureWeb--for-Payments-on-Third-Party-Websites-147991.aspx" title="Semafone Launches SecureWeb+ for Payments on Third-Party Websites">Semafone Launches SecureWeb+ for Payments on Third-Party Websites</a></h3> <span class="deck" itemprop="description">Semafone SecureWeb+ secures payments on third-party merchant websites and CRM systems without compromising PCI DSS compliance. (Featured on <em>DestinationCRM.com</em>.)</span> <div class="date">Posted July 15, 2021</div> <meta itemprop="datePublished" content="2021-07-15" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Talkdesk-Launches-Healthcare-and-Financial-Services-Experience-Clouds-147484.aspx" title="Talkdesk Launches Healthcare and Financial Services Experience Clouds">Talkdesk Launches Healthcare and Financial Services Experience Clouds</a></h3> <span class="deck" itemprop="description">Talkdesk launches industry-specific contact center solutions for healthcare and financial services at its Opentalk event.</span> <div class="date">Posted June 16, 2021</div> <meta itemprop="datePublished" content="2021-06-16" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Talkdesk-Launches-Flexible-Shopping-Solution-146884.aspx" title="Talkdesk Launches Flexible Shopping Solution">Talkdesk Launches Flexible Shopping Solution</a></h3> <span class="deck" itemprop="description">Talkdesk Flexible Shopping helps retailers and manufacturers ready their contact centers for new ways of shopping. (Featured on <em>DestinationCRM.com</em>.)</span> <div class="date">Posted May 14, 2021</div> <meta itemprop="datePublished" content="2021-05-14" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Semafone-Releases-Rainier-Payment-Solution-140813.aspx" title="Semafone Releases Rainier Payment Solution">Semafone Releases Rainier Payment Solution</a></h3> <span class="deck" itemprop="description">Rainier enables contact centers to become PCI-DSS-compliant overnight while keeping telephony systems on premises. </span> <div class="date">Posted May 14, 2020</div> <meta itemprop="datePublished" content="2020-05-14" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Semafone-Earns-PCI-DSS-Certification-for-Cardprotect-Relay--139871.aspx" title="Semafone Earns PCI DSS Certification for Cardprotect Relay+">Semafone Earns PCI DSS Certification for Cardprotect Relay+</a></h3> <span class="deck" itemprop="description">Semafone extends PCI DSS certification to provide security for omnichannel payments.</span> <div class="date">Posted March 20, 2020</div> <meta itemprop="datePublished" content="2020-03-20" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/PCI-Pal-Launches-PCI-Pal-Digital-136266.aspx" title="PCI Pal Launches PCI Pal Digital">PCI Pal Launches PCI Pal Digital</a></h3> <span class="deck" itemprop="description">PCI Pal Digital offers security for payments across digital engagement channels, including webchat, social media, email, and SMS. (Featured on <em>DestinationCRM.com</em>.)</span> <div class="date">Posted January 28, 2020</div> <meta itemprop="datePublished" content="2020-01-28" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/PCI-Pal-Named-a-Cisco-Preferred-Solution-Partner-136159.aspx" title="PCI Pal Named a Cisco Preferred Solution Partner">PCI Pal Named a Cisco Preferred Solution Partner</a></h3> <span class="deck" itemprop="description">PCI Pal Agent Assist and IVR Payments achieve Cisco-compatible certification to provide integrated solutions that protect sensitive cardholder data in contact centers.</span> <div class="date">Posted January 22, 2020</div> <meta itemprop="datePublished" content="2020-01-22" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Everlane-Customer-Service-Employees-Are-Unionizing-and-the-Company-Isnt-Happy-About-It-135854.aspx" title="Everlane Customer Service Employees Are Unionizing, and the Company Isn’t Happy About It">Everlane Customer Service Employees Are Unionizing, and the Company Isn’t Happy About It</a></h3> <span class="deck" itemprop="description">Remote employees make up a significant chunk of Everlane's customer service team, yet the 67 workers in this group say the company doesn't value them or treat them fairly</span> <div class="date">Posted December 23, 2019</div> <meta itemprop="datePublished" content="2019-12-23" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Kustomer-Secures-%2460-Million-to-Improve-Its-Automation-Capabilities-135631.aspx" title="Kustomer Secures $60 Million to Improve Its Automation Capabilities">Kustomer Secures $60 Million to Improve Its Automation Capabilities</a></h3> <span class="deck" itemprop="description">Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million. </span> <div class="date">Posted December 06, 2019</div> <meta itemprop="datePublished" content="2019-12-06" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/The-Chatbot-Market-Is-Poised-for-Massive-Growth-135422.aspx" title="The Chatbot Market Is Poised for Massive Growth">The Chatbot Market Is Poised for Massive Growth</a></h3> <span class="deck" itemprop="description">According to one study, the market size is projected to grow from $2.6 billion in 2019 to $9.4 billion by 2024, a rate of 29.7 percent. A separate study found that the market is expected to grow 24 percent during 2018-2022. </span> <div class="date">Posted November 22, 2019</div> <meta itemprop="datePublished" content="2019-11-22" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Columns/Vendor-Views/The-State-of-Customer-Service-Automation-2019-134431.aspx" title="The State of Customer Service Automation 2019">The State of Customer Service Automation 2019</a></h3> <span class="deck" itemprop="description">Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.</span> <div class="date">Posted October 01, 2019</div> <meta itemprop="datePublished" content="2019-10-01" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Semafone-Adds-Features-to-Cardprotect-Voice--134361.aspx" title="Semafone Adds Features to Cardprotect Voice+">Semafone Adds Features to Cardprotect Voice+</a></h3> <span class="deck" itemprop="description">Semafone Cardprotect Voice+ now offers a secure voice capture component for payment transactions.</span> <div class="date">Posted September 30, 2019</div> <meta itemprop="datePublished" content="2019-09-30" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Rent-the-Runway-Is-Facing-a-Customer-Service-Nightmare-134328.aspx" title="Rent the Runway Is Facing a Customer Service Nightmare">Rent the Runway Is Facing a Customer Service Nightmare</a></h3> <span class="deck" itemprop="description">The company is now in hot water after customers—including some high-profile ones—began complaining that their orders were late, missing, or not filled correctly.</span> <div class="date">Posted September 27, 2019</div> <meta itemprop="datePublished" content="2019-09-27" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/McDonalds-Is-Investing-in-Customer-Service-Tech-134094.aspx" title="McDonalds Is Investing in Customer Service Tech">McDonald's Is Investing in Customer Service Tech</a></h3> <span class="deck" itemprop="description">The fast food giant has signed a deal to acquire the Israeli-founded customer service automation start-up Apprente, which offers AI and voice-based conversational technology developed especially for use in loud environments.</span> <div class="date">Posted September 13, 2019</div> <meta itemprop="datePublished" content="2019-09-13" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/At-Fast-Food-and-Full-Service-Restaurants-Customer-Satisfaction-Remains-Stable-132777.aspx" title="At Fast Food and Full-Service Restaurants, Customer Satisfaction Remains Stable">At Fast Food and Full-Service Restaurants, Customer Satisfaction Remains Stable</a></h3> <span class="deck" itemprop="description">Despite the many changes currently influencing the food service industry, the overall customer satisfaction score inched down only slightly to 78.9, dropping by less than 1 percent. </span> <div class="date">Posted June 28, 2019</div> <meta itemprop="datePublished" content="2019-06-28" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/3-Customer-Service-Lessons-From-Targets-Register-Breakdown-132620.aspx" title="3 Customer Service Lessons From Targets Register Breakdown">3 Customer Service Lessons From Target's Register Breakdown</a></h3> <span class="deck" itemprop="description">Last weekend was a tough one for Target, as its registers crashed nationwide. Nevertheless, the retailer handled the crisis effectively, demonstrating three lessons in crisis management.</span> <div class="date">Posted June 21, 2019</div> <meta itemprop="datePublished" content="2019-06-21" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/ICMI-Contact-Center-Expo-2019-Connecting-With-Customers-Is-Key-131763.aspx" title="ICMI Contact Center Expo 2019: Connecting With Customers Is Key">ICMI Contact Center Expo 2019: Connecting With Customers Is Key</a></h3> <span class="deck" itemprop="description">A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say. </span> <div class="date">Posted May 15, 2019</div> <meta itemprop="datePublished" content="2019-05-15" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/How-One-Brand-Is-Using-Alexa-to-Provide-Customer-Service-131415.aspx" title="How One Brand Is Using Alexa to Provide Customer Service">How One Brand Is Using Alexa to Provide Customer Service</a></h3> <span class="deck" itemprop="description">There are already plenty of tasks that Alexa can do for users, but now there's one more—Alexa device owners can now use an audio command to contact the customer service department of Amazon's e-book company, Audible.</span> <div class="date">Posted April 29, 2019</div> <meta itemprop="datePublished" content="2019-04-29" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Chick-fil-A-Has-the-Best-Customer-Service-in-the-Fast-Food-Industry-129747.aspx" title="Chick-fil-A Has the Best Customer Service in the Fast Food Industry">Chick-fil-A Has the Best Customer Service in the Fast Food Industry</a></h3> <span class="deck" itemprop="description">In the America's Best Customer Service 2019 report compiled by Newsweek and Statista, Chick-fil-A beat out runner-up Sonic and Arby's, which came up third.</span> <div class="date">Posted February 01, 2019</div> <meta itemprop="datePublished" content="2019-02-01" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Ozonetel-Enables-Instant-Cloud-Telephony-for-Shopify-Stores-129024.aspx" title="Ozonetel Enables Instant Cloud Telephony for Shopify Stores">Ozonetel Enables Instant Cloud Telephony for Shopify Stores</a></h3> <span class="deck" itemprop="description">Ozonetel has launched KooKoo Interactive Assistant, an omnichannel widget to run voice calls and chat sessions in parallel. (Featured on <em>DestinationCRM.com</em>.)</span> <div class="date">Posted December 11, 2018</div> <meta itemprop="datePublished" content="2018-12-11" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Zappix-Expands-Partnership-with-Radial-128146.aspx" title="Zappix Expands Partnership with Radial">Zappix Expands Partnership with Radial</a></h3> <span class="deck" itemprop="description">The new partnership brings Zappix's Visual IVR technology to more retail segments.</span> <div class="date">Posted October 24, 2018</div> <meta itemprop="datePublished" content="2018-10-24" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Plum-Voice-Adds-Visa-Verified-Compliance-to-its-cPaaS-Platforms-126524.aspx" title="Plum Voice Adds Visa Verified Compliance to its cPaaS Platforms">Plum Voice Adds Visa Verified Compliance to its cPaaS Platforms</a></h3> <span class="deck" itemprop="description">Plum Voice is now listed in Visa's Global Registry of Service Providers</span> <div class="date">Posted July 25, 2018</div> <meta itemprop="datePublished" content="2018-07-25" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/%5b24%5d7.ais-Customer-Service-Data-Breach-Compromised-Delta-Sears-and-Kmart-Customers-124288.aspx" title="[24]7.ai’s Customer Service Data Breach Compromised Delta, Sears, and Kmart Customers">[24]7.ai’s Customer Service Data Breach Compromised Delta, Sears, and Kmart Customers</a></h3> <span class="deck" itemprop="description">Delta Air Lines and Sears aren't too happy with their customer service provider right now—due to [24]7.ai's security breach last fall, hundreds of thousands of users' data may have been compromised, and the vendor hasn't confirmed or denied whether other companies have been affected as well.</span> <div class="date">Posted April 06, 2018</div> <meta itemprop="datePublished" content="2018-04-06" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/L.L.-Beans-New-Customer-Service-Policy-Overdue-Change-or-Major-Mistake-123288.aspx" title="L.L. Bean’s New Customer Service Policy: Overdue Change, or Major Mistake?">L.L. Bean’s New Customer Service Policy: Overdue Change, or Major Mistake?</a></h3> <span class="deck" itemprop="description">L.L. Bean sent many of its customers into a frenzy last week, when the company announced that it was changing its lifelong guarantee policy, which allowed customers to bring back items whenever they wanted, with no expiration date on returns.</span> <div class="date">Posted February 16, 2018</div> <meta itemprop="datePublished" content="2018-02-16" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Nuance-Launches-Security-Suite-118433.aspx" title="Nuance Launches Security Suite">Nuance Launches Security Suite</a></h3> <span class="deck" itemprop="description">New Security Suite integrates facial and behavioral biometrics with voice biometrics solutions, to secure customer service interactions across channels.</span> <div class="date">Posted May 24, 2017</div> <meta itemprop="datePublished" content="2017-05-24" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Columns/Vendor-Views/Post-Purchase-Customer-Support-is-Essential-for-Brands-in-2016-108737.aspx" title="Post-Purchase Customer Support is Essential for Brands in 2016">Post-Purchase Customer Support is Essential for Brands in 2016</a></h3> <span class="deck" itemprop="description">Emerging connected consumer trends show the increasing importance of post-purchase customer support, especially after the holidays.</span> <div class="date">Posted January 26, 2016</div> <meta itemprop="datePublished" content="2016-01-26" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/eBay-Enterprise-Saves-%242.4-Million-for-a-Single-Client-Using-NICE-Analytics-104410.aspx" title="eBay Enterprise Saves $2.4 Million for a Single Client Using NICE Analytics">eBay Enterprise Saves $2.4 Million for a Single Client Using NICE Analytics</a></h3> <span class="deck" itemprop="description">NICE's customer engagement solutions improves overall efficiency and customer experience.</span> <div class="date">Posted June 03, 2015</div> <meta itemprop="datePublished" content="2015-06-03" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Oracle-Service-Cloud-Customers-Share-Success-Stories-at-Modern-Customer-Experience-Conference-103121.aspx" title="Oracle Service Cloud Customers Share Success Stories at Modern Customer Experience Conference">Oracle Service Cloud Customers Share Success Stories at Modern Customer Experience Conference</a></h3> <span class="deck" itemprop="description">LinkedIn and Kohl's improve cross-channel engagement effectiveness.</span> <div class="date">Posted April 06, 2015</div> <meta itemprop="datePublished" content="2015-04-06" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Columns/Vendor-Views/How-to-Show-Appreciation-to-Your-Customers-102688.aspx" title="How to Show Appreciation to Your Customers">How to Show Appreciation to Your Customers</a></h3> <span class="deck" itemprop="description">Getting feedback puts you in your customer's shoes and provides opportunities to create better relationships.</span> <div class="date">Posted March 13, 2015</div> <meta itemprop="datePublished" content="2015-03-13" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Celerant-Launches-Live-Ecommerce-Cart-Tracking-to-Bolster-Customer-Service-Sales-101759.aspx" title="Celerant Launches Live Ecommerce Cart Tracking to Bolster Customer Service, Sales">Celerant Launches Live Ecommerce Cart Tracking to Bolster Customer Service, Sales</a></h3> <span class="deck" itemprop="description">Solution provides customer service representatives with immediate access to customer shopping carts to make changes in real-time.</span> <div class="date">Posted January 28, 2015</div> <meta itemprop="datePublished" content="2015-01-28" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/TouchCommerce-and-Dixons-Carphone-Roll-Out-Live-Chat-Program-101667.aspx" title="TouchCommerce and Dixons Carphone Roll Out Live Chat Program">TouchCommerce and Dixons Carphone Roll Out Live Chat Program</a></h3> <span class="deck" itemprop="description">European electronics and telecommunications retailer offers live chat via desktop, tablet and mobile.</span> <div class="date">Posted January 22, 2015</div> <meta itemprop="datePublished" content="2015-01-22" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/QandA-LiveOps-CEO-Gets-Human-About-Great-Customer-Service-100958.aspx" title="Q&A: LiveOps CEO Gets Human About Great Customer Service">Q&A: LiveOps CEO Gets Human About Great Customer Service</a></h3> <span class="deck" itemprop="description">Vasili Triant says, keep it simple and stop overthinking customer service.</span> <div class="date">Posted December 04, 2014</div> <meta itemprop="datePublished" content="2014-12-04" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Columns/Vendor-Views/3-Tips-to-Shut-Down-Showrooming-and-Increase-Sales-During-the-Holidays-100887.aspx" title="3 Tips to Shut Down Showrooming and Increase Sales During the Holidays">3 Tips to Shut Down Showrooming and Increase Sales During the Holidays</a></h3> <span class="deck" itemprop="description">Here's how to get customers to complete their purchases in-store.</span> <div class="date">Posted December 02, 2014</div> <meta itemprop="datePublished" content="2014-12-02" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Columns/Vendor-Views/Reaching-Millennial-Customers-This-Holiday-Season-100557.aspx" title="Reaching Millennial Customers This Holiday Season">Reaching Millennial Customers This Holiday Season</a></h3> <span class="deck" itemprop="description">A multichannel strategy trumps low prices and promotions to snag this elusive audience.</span> <div class="date">Posted November 13, 2014</div> <meta itemprop="datePublished" content="2014-11-13" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Columns/Expert-Advice/Walmarts-Indirect-Apology-Over-Fat-Girls-Imbroglio-Fails-to-Reach-Customers-100163.aspx" title="Walmarts Indirect Apology Over Fat Girls Imbroglio Fails to Reach Customers">Walmart's Indirect Apology Over 'Fat Girls' Imbroglio Fails to Reach Customers</a></h3> <span class="deck" itemprop="description">After offending customers, the nation's largest retailer fails to issue a direct apology and scrubs its social media sites of negative feedback.</span> <div class="date">Posted October 27, 2014</div> <meta itemprop="datePublished" content="2014-10-27" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Poor-Customer-Care-Leads-to-an-Increase-of-Abandoned-Mobile-Shopping-Carts-99790.aspx" title="Poor Customer Care Leads to an Increase of Abandoned Mobile Shopping Carts">Poor Customer Care Leads to an Increase of Abandoned Mobile Shopping Carts</a></h3> <span class="deck" itemprop="description">Study find that retailers are not keeping pace with growing use of mobile apps by consumers. </span> <div class="date">Posted October 08, 2014</div> <meta itemprop="datePublished" content="2014-10-08" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Columns/Expert-Advice/Customer-Experience-Is-Getting-WeirdFast-99197.aspx" title="Customer Experience Is Getting Weird...Fast">Customer Experience Is Getting Weird...Fast</a></h3> <span class="deck" itemprop="description">If you aren't paying attention to the complex patterns of nontraditional interactions, it could cost you.</span> <div class="date">Posted September 08, 2014</div> <meta itemprop="datePublished" content="2014-09-08" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Columns/Vendor-Views/Hear-Hear-Listen-to-What-Customers-Say-They-Want-in-a-Contact-Center-Experience-99123.aspx" title="Hear, Hear: Listen to What Customers Say They Want in a Contact Center Experience">Hear, Hear: Listen to What Customers Say They Want in a Contact Center Experience</a></h3> <span class="deck" itemprop="description">Contact centers that listen closely and respond to what customers have shared will have an edge over those that turn a deaf ear.</span> <div class="date">Posted September 03, 2014</div> <meta itemprop="datePublished" content="2014-09-03" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Customer-Service-Experience-2014-Day-Two-Dont-Even-Think-About-Hanging-Up-on-Mobile-98900.aspx" title="Customer Service Experience 2014 Day Two: Dont Even Think About Hanging Up on Mobile">Customer Service Experience 2014 Day Two: Don't Even Think About Hanging Up on Mobile</a></h3> <span class="deck" itemprop="description">Mobile devices are changing the paradigm of how to think about the customer experience.</span> <div class="date">Posted August 20, 2014</div> <meta itemprop="datePublished" content="2014-08-20" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Capgemini-Launches-Integrated-Procurement-and-Multichannel-Solution-for-NetSuite-98543.aspx" title="Capgemini Launches Integrated Procurement and Multichannel Solution for NetSuite">Capgemini Launches Integrated Procurement and Multichannel Solution for NetSuite</a></h3> <span class="deck" itemprop="description">Offering helps companies expand multichannel commerce efforts in the cloud.</span> <div class="date">Posted August 01, 2014</div> <meta itemprop="datePublished" content="2014-08-01" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Survey-Customers-Are-Getting-On-Board-with-Omnichannel-97202.aspx" title="Survey: Customers Are Getting On Board with Omnichannel">Survey: Customers Are Getting On Board with Omnichannel</a></h3> <span class="deck" itemprop="description">When it comes to retail, the Web is the most preferred channel, video is the least popular.</span> <div class="date">Posted May 23, 2014</div> <meta itemprop="datePublished" content="2014-05-23" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/USAA-and-Amazon-Lead-2014-Temkin-Customer-Service-Ratings-97137.aspx" title="USAA and Amazon Lead 2014 Temkin Customer Service Ratings">USAA and Amazon Lead 2014 Temkin Customer Service Ratings</a></h3> <span class="deck" itemprop="description">Comcast and other ISP/TV providers get low marks in providing customer satisfaction.</span> <div class="date">Posted May 21, 2014</div> <meta itemprop="datePublished" content="2014-05-21" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Study-Multichannel-Users-Create-Pressure-for-Retailers-to-Embrace-Mobile-Solutions-96388.aspx" title="Study: Multichannel Users Create Pressure for Retailers to Embrace Mobile Solutions">Study: Multichannel Users Create Pressure for Retailers to Embrace Mobile Solutions</a></h3> <span class="deck" itemprop="description">Adopting a multichannel strategy is a must to engage younger shoppers. </span> <div class="date">Posted April 16, 2014</div> <meta itemprop="datePublished" content="2014-04-16" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Contact-Center-Satisfaction-Index-Fell-10-Percent-in-2013-94810.aspx" title="Contact Center Satisfaction Index Fell 10 Percent in 2013">Contact Center Satisfaction Index Fell 10 Percent in 2013</a></h3> <span class="deck" itemprop="description">Report also finds that chat is a preferred customer service tool.</span> <div class="date">Posted February 13, 2014</div> <meta itemprop="datePublished" content="2014-02-13" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Mindshare-Debuts-VoC-Solution-Comment-Poster-94519.aspx" title="Mindshare Debuts VoC Solution Comment Poster">Mindshare Debuts VoC Solution Comment Poster</a></h3> <span class="deck" itemprop="description">Integrated text analytics technology examines sentiment and actionable concepts behind customer reviews.</span> <div class="date">Posted January 30, 2014</div> <meta itemprop="datePublished" content="2014-01-30" /> </div> </div> <div id="secondary_sidebar"> <div class="sidebar_section"> <h3>Connect with <span class="bold">SCS</span></h3> <div style="margin-bottom:10px; width:300px;"> <a title="Smart Customer Service on Facebook" style="text-decoration: none; color: #cc0000;" href="https://www.facebook.com/SmartCustService/" target="_blank"> <img style="float:left; margin:4px 4px 0 0; border:0" src="https://conferences.infotoday.com/images/socialmedia/black-circles/32x32-Circle-49-FB.png" alt="" width="32" height="32" /> </a> <a title="Smart Customer Service on LinkedIn" style="text-decoration: none; color: #cc0000;" href="https://www.linkedin.com/groups/5156699/" target="_blank"> <img style="float:left; margin:4px 4px 0 0; border:0;" src="https://conferences.infotoday.com/images/socialmedia/black-circles/32x32-Circle-49-LI.png" alt="" width="32" height="32" /> </a> <a title="Smart Customer Service on Twitter" style="text-decoration: none; color: #cc0000;" href="https://twitter.com/smartcustserv" target="_blank"> <img style="float:left; margin:4px 4px 0 0; border:0" src="https://dzceab466r34n.cloudfront.net/Images/OtherImages/160917-X-Logo-ORG.png" alt="" width="32" height="32" /> <div style="padding-top:10px; float-left;font-weight:bolder;">@SmartCustServ </div> </a> </div> </div> <br style="clear: both;" /> <div style="width: 300px; height: 250px; background-color: #666;" itemscope="itemscope" itemtype="http://schema.org/WPAdBlock"> <div id='div-gpt-ad-1374585989977-2' style='width:300px; height:250px;'> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1374585989977-2'); }); </script> </div> </div> <br style="clear: both;" /> <div class="sidebar_section"> <h3>Email <span class="bold">Newsletter</span></h3> <label for="txtEmail">Email:</label> <input id="txtEmail" style="margin:0 0 5px 5px;width:240px;"/> <table> <tr> <td valign="top"><input type="checkbox" checked="checked" id="chkWeekly" /></td> <td> <div style="font-weight:bolder;"><label for="chkWeekly">Smart Customer Service eWeekly</label></div> <div style="margin-bottom:5px;">Receive customer service news, trends, and analysis, plus expert advice.</div> </td> </tr> <tr> <td valign="top"><input type="checkbox" checked="checked" id="chkBulletin" /></td> <td> <div style="font-weight:bolder;"><label for="chkBulletin">Smart Customer Service Bulletin</label></div> <div>Periodically, get important offers from SmartCustomerService.com or our advertising partners. </div> </td> </tr> </table> <div style="text-align:center; margin:5px 0 5px 0;"> <input type="button" id="btnSubscribe" value="Subscribe"> </div> </div> <script type="text/javascript"> $(function() { $("input#btnSubscribe").click(function() { var elm = document.getElementById("txtEmail"); var buf = "?email=" + encodeURIComponent(elm.value); var lists = ""; elm = document.getElementById("chkWeekly"); if (elm.checked == true) lists += "1729"; elm = document.getElementById("chkBulletin"); if (elm.checked == true){ if (lists.length > 0) lists += ","; lists += "1730"; } buf += "&lists=" + lists; var url = "https://www.smartcustomerservice.com/NewsLetters/Subscribe.aspx" + buf; $.get(url, function(response) { $("div#content").append(response); }); }); }); </script> <section> <div class="sidebar_section"> <h3>Best <span class="bold">Practices</span></h3> <ul class="red"> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/GenAI-for-Customer-Service-%e2%80%93Pitfalls-and-Lessons-Learned_13744.aspx"> GenAI for Customer Service –Pitfalls and Lessons Learned </a> </li> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/Digital-First-Customer-Service-in-a-Human-World_13353.aspx"> Digital-First Customer Service in a Human World </a> </li> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/Contact-Center-Transformation-with-AI-and-Automation_13352.aspx"> Contact Center Transformation with AI and Automation </a> </li> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/Top-6-2024-Customer-Experience-Megatrends-%e2%80%93--What-to-Prioritize-Now_13276.aspx"> Top 6 2024 Customer Experience Megatrends – What to Prioritize Now </a> </li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/Best-Practices/">More Best Practices</a></div> </div> </section> <div class="sidebar_section"> <h3><span class="bold">Webinars</span></h3> <ul class="red"> <li> <a title='Transforming Quality Management with GenAI: Precision, Personalization, and Impact' href="http://www.smartcustomerservice.com/Webinars/2177-Transforming-Quality-Management-with-GenAI-Precision-Personalization-and-Impact.htm"> Transforming Quality Management with GenAI: Precision, Personalization, and Impact </a> </li> <li> <a title='Future-Proofing Customer Experience with AI-Powered Solutions' href="http://www.smartcustomerservice.com/Webinars/2162-Future-Proofing-Customer-Experience-with-AI-Powered-Solutions.htm"> Future-Proofing Customer Experience with AI-Powered Solutions </a> </li> <li> <a title='Redefining Contact Center Efficiency with AI Solutions' href="http://www.smartcustomerservice.com/Webinars/2163-Redefining-Contact-Center-Efficiency-with-AI-Solutions.htm"> Redefining Contact Center Efficiency with AI Solutions </a> </li> <li> <a title='Smarter Self-Service: Leveraging Technology for Effortless Customer Care' href="http://www.smartcustomerservice.com/Webinars/2168-Smarter-Self-Service-Leveraging-Technology-for-Effortless-Customer-Care.htm"> Smarter Self-Service: Leveraging Technology for Effortless Customer Care </a> </li> <li> <a title='Transforming Agent Experience with AI: Boosting Performance and Satisfaction' href="http://www.smartcustomerservice.com/Webinars/2165-Transforming-Agent-Experience-with-AI-Boosting-Performance-and-Satisfaction.htm"> Transforming Agent Experience with AI: Boosting Performance and Satisfaction </a> </li> <li> <a title='Exploring the Future of AI-Driven Analytics: Trends Shaping Tomorrow's Decisions' href="http://www.smartcustomerservice.com/Webinars/2167-Exploring-the-Future-of-AI-Driven-Analytics-Trends-Shaping-Tomorrows-Decisions.htm"> Exploring the Future of AI-Driven Analytics: Trends Shaping Tomorrow's Decisions </a> </li> <li> <a title='Knowledge Management and AI: Enhancing CX and Employee Productivity' href="http://www.smartcustomerservice.com/Webinars/2164-Knowledge-Management-and-AI-Enhancing-CX-and-Employee-Productivity.htm"> Knowledge Management and AI: Enhancing CX and Employee Productivity </a> </li> <li> <a title='Transforming Real-Time Customer Feedback into Action with AI' href="http://www.smartcustomerservice.com/Webinars/2166-Transforming-Real-Time-Customer-Feedback-into-Action-with-AI.htm"> Transforming Real-Time Customer Feedback into Action with AI </a> </li> <li> <a title='Mastering Hybrid Contact Centers: Overcoming Key Challenges' href="http://www.smartcustomerservice.com/Webinars/2176-Mastering-Hybrid-Contact-Centers-Overcoming-Key-Challenges.htm"> Mastering Hybrid Contact Centers: Overcoming Key Challenges </a> </li> <li> <a title='Smart Customer Journeys with AI and Technology' href="http://www.smartcustomerservice.com/Webinars/2181-Smart-Customer-Journeys-with-AI-and-Technology.htm"> Smart Customer Journeys with AI and Technology </a> </li> <li> <a title='Omnichannel Solutions for Smarter Customer Care: Harnessing AI and Data' href="http://www.smartcustomerservice.com/Webinars/2182-Omnichannel-Solutions-for-Smarter-Customer-Care-Harnessing-AI-and-Data.htm"> Omnichannel Solutions for Smarter Customer Care: Harnessing AI and Data </a> </li> <li> <a title='Marketing Automation for the Midmarket: Tools Built for Growing Businesses' href="http://www.smartcustomerservice.com/Webinars/2183-Marketing-Automation-for-the-Midmarket-Tools-Built-for-Growing-Businesses.htm"> Marketing Automation for the Midmarket: Tools Built for Growing Businesses </a> </li> <li> <a title='Sales Enablement 2025: Support Your Sales Team This Year!' href="http://www.smartcustomerservice.com/Webinars/2184-Sales-Enablement-2025-Support-Your-Sales-Team-This-Year!.htm"> Sales Enablement 2025: Support Your Sales Team This Year! </a> </li> <li> <a title='Customer Service Reinvented: CCaaS, WEM, and AI in Action' href="http://www.smartcustomerservice.com/Webinars/2185-Customer-Service-Reinvented-CCaaS-WEM-and-AI-in-Action.htm"> Customer Service Reinvented: CCaaS, WEM, and AI in Action </a> </li> <li> <a title='Unlock CRM, CDPs, and AI for Next-Level Customer Insights' href="http://www.smartcustomerservice.com/Webinars/2187-Unlock-CRM-CDPs-and-AI-for-Next-Level-Customer-Insights.htm"> Unlock CRM, CDPs, and AI for Next-Level Customer Insights </a> </li> <li> <a title='Predictive Analytics & AI: The Future of Customer Service' href="http://www.smartcustomerservice.com/Webinars/2186-Predictive-Analytics-and-AI-The-Future-of-Customer-Service.htm"> Predictive Analytics & AI: The Future of Customer Service </a> </li> <li> <a title='The Role of AI in Compliance and Data Privacy' href="http://www.smartcustomerservice.com/Webinars/2175-The-Role-of-AI-in-Compliance-and-Data-Privacy.htm"> The Role of AI in Compliance and Data Privacy </a> </li> <li> <a title='AI in Fraud Detection and Prevention' href="http://www.smartcustomerservice.com/Webinars/2188-AI-in-Fraud-Detection-and-Prevention.htm"> AI in Fraud Detection and Prevention </a> </li> <li> <a title='The Power of Personalization: AI-Driven Strategies for Customer Loyalty' href="http://www.smartcustomerservice.com/Webinars/2189-The-Power-of-Personalization-AI-Driven-Strategies-for-Customer-Loyalty.htm"> The Power of Personalization: AI-Driven Strategies for Customer Loyalty </a> </li> <li> <a title='2025 Customer Experience Wins - What Worked and Why' href="http://www.smartcustomerservice.com/Webinars/2190-2025-Customer-Experience-Wins---What-Worked-and-Why.htm"> 2025 Customer Experience Wins - What Worked and Why </a> </li> <li> <a title='AI, Automation, and Omnichannel: Redefining Customer Support in 2025' href="http://www.smartcustomerservice.com/Webinars/2191-AI-Automation-and-Omnichannel-Redefining-Customer-Support-in-2025.htm"> AI, Automation, and Omnichannel: Redefining Customer Support in 2025 </a> </li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/Webinars/">More Webinars</a></div> </div> <div class="sidebar_section"> <h3>Content <span class="bold">Library</span></h3> <ul> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/The-State-of-CX-Real-insights-from-the-largest-CX-dataset_13825.aspx">The State of CX: Real insights from the largest CX dataset</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Put-Your-Best-Phone-Calls-Forward_13868.aspx">Put Your Best Phone Calls Forward</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Forrester-Budget-Planning-Guide-2025-Customer-Experience_13869.aspx">[Forrester] Budget Planning Guide 2025: Customer Experience</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/H2-2024-Update-State-of-Omnichannel-Fraud-Report_13851.aspx">H2 2024 Update: State of Omnichannel Fraud Report</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Translate-customers-into-loyal-champions_13785.aspx">Translate customers into loyal champions</a></li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/ContentLibrary/">More Content Library</a></div> </div> </div> </div> <div class="clear"></div> <div class="ad_leaderboard ad_bottom"> <div id='div-gpt-ad-1374585989977-4' style='width:728px; height:90px;'> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1374585989977-4'); }); </script> </div> </div> </div> <div id="footer_wrapper"> <footer> <div id="footer" itemtype="http://schema.org/WPFooter" itemscope="itemscope"> <div id="colFooter1"> <div id="logo_footer"> <img src="http://www.smartcustomerservice.com/images/structure/logo_200.png" title="Smart Customer Service" alt="Smart Customer Service"/> </div> <div style="margin:10px 0 10px 0; color:#aaaaaa; font-style:italic"> Breaking news, analysis, and advice from leading industry experts to help organizations deliver the best customer service experiences. </div> All Content <br />Copyright © 2013 - 2024<br> <a href="http://www.infotoday.com/" target="_blank">Information Today, Inc.</a> <br><br/> Smart Customer Service<br> 143 Old Marlton Pike <br> Medford, NJ 08055-8750 <br> (212) 251-0608 <br> <br><br> <a href="http://www.infotoday.com/privacy.shtml" target="_blank" style="font-weight:bolder;font-size:14px;">PRIVACY/COOKIES POLICY</a> </div> <div id="colFooter2"> <h2>Topics</h2> <ul id="col1"> <li><a title="Analytics" href="http://www.smartcustomerservice.com/Categories/Analytics_497.aspx">Analytics </a></li> <li><a title="Automated Support" href="http://www.smartcustomerservice.com/Categories/Automated-Support_496.aspx">Automated Support</a></li> <li><a title="Cloud-based Support" href="http://www.smartcustomerservice.com/Categories/Cloud-based-Support_524.aspx">Cloud-based Support</a></li> <li><a title="Customer Relationship Management" href="http://www.smartcustomerservice.com/Categories/CRM_494.aspx">CRM</a></li> <li><a title="Cross-Channel Support" href="http://www.smartcustomerservice.com/Categories/Cross-Channel-Support_522.aspx">Cross-Channel Support</a></li> <li><a title="Infrastructure & Hardware" href="http://www.smartcustomerservice.com/Categories/Infrastructure--Hardware_492.aspx">Infrastructure & Hardware</a></li> <li><a title="Interactive Voice Response" href="http://www.smartcustomerservice.com/Categories/IVR_493.aspx">IVR</a></li> <li><a title="Live Support" href="http://www.smartcustomerservice.com/Categories/Live-Support_495.aspx">Live Support</a></li> <li><a title="Managerial and Training" href="http://www.smartcustomerservice.com/Categories/Managerial-and-Training_498.aspx">Managerial and Training</a></li> <li><a title="Mobile Customer Service" href="http://www.smartcustomerservice.com/Categories/Mobile-Customer-Service_500.aspx">Mobile Customer Service</a></li> <li><a title="Outsourcing " href="http://www.smartcustomerservice.com/Categories/Outsourcing_525.aspx">Outsourcing </a></li> <li><a title="Social Customer Service" href="http://www.smartcustomerservice.com/Categories/Social-Customer-Service_499.aspx">Social Customer Service </a></li> <li><a title="Voice and Data Services" href="http://www.smartcustomerservice.com/Categories/Voice-and-Data-Services_527.aspx">Voice and Data Services</a></li> <li><a title="Voice of the Customer" href="http://www.smartcustomerservice.com/Categories/Voice-of-the-Customer_526.aspx">Voice of the Customer</a></li> </ul> </div> <div id="colFooter3"> <h2>Industries</h2> <ul id="col1"> <li><a title="Consumer Packaged Goods" href="http://www.smartcustomerservice.com/Categories/Consumer-Packaged-Goods_501.aspx">Consumer Packaged Goods</a></li> <li><a title="Education" href="http://www.smartcustomerservice.com/Categories/Education_503.aspx">Education</a></li> <li><a title="Financial Services" href="http://www.smartcustomerservice.com/Categories/Financial-Services_504.aspx">Financial Services</a></li> <li><a title="Government " href="http://www.smartcustomerservice.com/Categories/Government_505.aspx">Government </a></li> <li><a title="Healthcare/Pharmaceuticals" href="http://www.smartcustomerservice.com/Categories/Healthcare-Pharmaceuticals_506.aspx">Healthcare/Pharmaceuticals</a></li> <li><a title="Insurance" href="http://www.smartcustomerservice.com/Categories/Insurance_507.aspx">Insurance</a></li> <li><a title="Manufacturing" href="http://www.smartcustomerservice.com/Categories/Manufacturing_508.aspx">Manufacturing</a></li> <li><a title="Non-profit" href="http://www.smartcustomerservice.com/Categories/Non-profit_509.aspx">Non-profit</a></li> <li><a title="Professional Services" href="http://www.smartcustomerservice.com/Categories/Professional-Services_512.aspx">Professional Services</a></li> <li><a title="Retail" href="http://www.smartcustomerservice.com/Categories/Retail_513.aspx">Retail</a></li> <li><a title="Technology" href="http://www.smartcustomerservice.com/Categories/Technology_514.aspx">Technology</a></li> <li><a title="Telecommunications" href="http://www.smartcustomerservice.com/Categories/Telecommunications_515.aspx">Telecommunications</a></li> <li><a title="Transportation" href="http://www.smartcustomerservice.com/Categories/Transportation_516.aspx">Transportation</a></li> <li><a title="Travel Hospitality" href="http://www.smartcustomerservice.com/Categories/Travel-Hospitality_517.aspx">Travel Hospitality</a></li> <li><a title="Utilities" href="http://www.smartcustomerservice.com/Categories/Utilities_510.aspx">Utilities</a></li> </ul> </div> <div id="colFooter4"> <h2>Other ITI Sites</h2> <ul> <li><a href="https://www.dbta.com/" target="_blank" title="Database Trends and Applications">Database Trends and Applications</a></li> <li><a href="https://www.destinationcrm.com/" target="_blank" title="Destination CRM">Destination CRM</a></li> <li><a href="https://www.faulkner.com/" target="_blank" title="Faulkner Information Services">Faulkner Information Services</a></li> <li><a href="https://www.InfoToday.com/" target="_blank" title="InfoToday.com">InfoToday.com</a></li> <li><a href="https://www.InfoToday.eu/" target="_blank" title="InfoToday.com">InfoToday Europe</a></li> <li><a href="https://www.ITIResearch.com/" target="_blank" title="ITIResearch.com">ITIResearch.com</a></li> <li><a href="https://www.kmworld.com/" target="_blank" title="KMWorld">KMWorld</a></li> <li><a href="https://www.enterpriseaiworld.com/" target="_blank" title="Enterprise AI World">Enterprise AI World</a></li> <li><a href="https://www.infotoday.com/cilmag" target="_blank" title="Online Searcher">Online Searcher</a></li> <li><a href="https://www.speechtechmag.com/" target="_blank" title="Speech Technology">Speech Technology</a></li> <li><a href="https://www.streamingmedia.com/" target="_blank" title="Streaming Media">Streaming Media</a></li> <li><a href="https://www.streamingmediaglobal.com/" target="_blank" title="Streaming Media Europe">Streaming Media Europe</a></li> <li><a href="https://www.streamingmedia.com/producer" target="_blank" title="Streaming Media Producer">Streaming Media Producer</a></li> </ul> </div> <br style="clear:both;"/> <div id="copyright">Problems with this site? Please contact the <a href="mailto:webmaster@infotoday.com">webmaster</a>.</div> </div> </footer> </div> <div id='div-gpt-ad-1374585989977-3' style='width:1px; height:1px;'> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1374585989977-3'); }); </script> </div> <script type="text/javascript"> var _gaq = _gaq || []; _gaq.push(['_setAccount', 'UA-13073004-42']); _gaq.push(['_trackPageview']); (function () { var ga = document.createElement('script'); ga.type = 'text/javascript'; ga.async = true; ga.src = ('https:' === document.location.protocol ? 'https://ssl' : 'http://www') + '.google-analytics.com/ga.js'; var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(ga, s); })(); </script> </form> </body> </html>

CINXE.COM

Retail - Smart Customer Service