Forrester eCommerce

SEPTEMBER 3, 2021

In my past 30 years in the contact center industry at organizations like RingCentral, Genesys, 8×8, and IBM, I’ve watched the same movie over and over and over again…too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more with less”.

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Customer Customer Loyalty Customer Experience Management 508

Retail TouchPoints

APRIL 9, 2024

Best Buy is expanding its partnership with Google Cloud to leverage generative AI technology for new customer service tools. As early as late summer, Best Buy customers in the U.S. The self-service tool will be available on BestBuy.com, on the Best Buy mobile app and when customers call the retailer’s customer service line.

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Customer Subscription Customer Experience Technology 289

Ecommerce Platforms

MARCH 30, 2023

The best Constant Contact alternatives are ideal if you find Constant Contact just isn’t the right email automation solution for you. Constant Contact is an excellent email automation tool, with plenty of great features for connecting with your audience – but it’s not right for everyone.

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Live Chat eCommerce Payment Services Omnichannel 104

Ecommerce Platforms

JULY 2, 2020

Constant Contact is a company best known for its email marketing services. Whether you’re a small business or a large enterprise, you can use this tool to connect with your customers on a regular basis. However, in recent years, the team behind Constant Contact has been keen to expand on its portfolio. Easy to use analytics.

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Payment Services Shipping Costs PayPal Social Media 197

RTP blog

DECEMBER 23, 2019

For retailers, this has meant investing in cloud-based technologies and finding new ways to connect with their customers and expand their digital footprint. Today, according to Salesforce’s 2019 State of Service report, 80% of customers now consider their experience with a company to be as important as its products.

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Payment Services eCommerce Payments Mobile 195

Forrester eCommerce

APRIL 9, 2020

After it received more than a dozen complaints, the Larimer County Department of Public Health and Environment ordered a contact center in Fort Collins, Colorado to send its employees home last week. The agency said that the contact center did not meet the definition of an essential business as set out in county and state […].

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Definition Customer 361

Forrester eCommerce

JANUARY 30, 2023

When I first joined Forrester, I looked at the results from our annual Customer Experience Benchmark Surveys and saw that three customer service drivers kept coming up as some of the most influential drivers in a customer’s perception of CX quality: Did the agent answer all of my questions?

Customer Experience 195

Customer Experience Customer Customer Loyalty Omnichannel 195

Forrester eCommerce

MARCH 30, 2023

Webhelp is a well-established player in the contact center outsourcing space (especially in EMEA) and will provide Concentrix with the global coverage they’ve long lacked. […] Yesterday, Concentrix announced that they’re entering into negotiations to acquire Webhelp for $4.8B with the transaction expected to close by end of year.

Customer Experience 195

Customer Experience Omnichannel Customer 195

Omnisend

NOVEMBER 13, 2023

Reading Time: 13 minutes It’s a common belief that displaying an email address on an ecommerce site is sufficient for customer communication. Many often question the significance of featuring an ‘extra’ contact form. However, this perspective overlooks the unique benefits that contact forms provide.

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Payment Services eCommerce WooCommerce Document 88

Forrester eCommerce

JULY 20, 2021

In the largest acquisition deal in the contact center industry, Zoom announced its intent to acquire Five9 (a cloud contact center provider) for $14.7 Zoom went big and didn’t go home. billion — a solid move by the most recent tech vendor to have become a verb in our vernacular (Google, Uber, Venmo, etc., being […].

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Customer 276

Retail TouchPoints

FEBRUARY 16, 2024

With the sector continuing to experience accelerated growth, major retailers are looking for ways to maintain and build trust while dramatically improving customer experience and orchestrating cohesive customer journeys. AI-driven solutions offer businesses a powerful way to personalize customer experiences.

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Customer Experience Payment Services Improvements Customer 304

Ecommerce Platforms

MARCH 6, 2023

But, while it offers a ton of different website templates and other features, there may come a time where you need to get in touch with a customer care expert. In this article, we are going to discuss the different ways for contacting Wix customer care in 2023, and how effective each is. Let’s get started!

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Live Chat Payment Services Social Media eCommerce Platforms 104

Forrester eCommerce

NOVEMBER 20, 2018

Transitioning your contact center to the cloud isn’t just for smaller businesses; it can help brands of all sizes boost agility and access to new features.

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Marketing Customer 373

Retail TouchPoints

JULY 20, 2021

Zoom Video Communications has agreed to acquire Five9 , a provider of cloud-based contact center solutions, in an all-stock transaction valued at approximately $14.7 Customer service received renewed attention among retailers last year following the forced shifted to digital communication and service channels.

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Customer Customer Loyalty Reference Channel 299

Forrester eCommerce

FEBRUARY 15, 2021

The COVID-19 pandemic has catalyzed the need for change in customer service organizations – changes in the ways we work, we hire new talent, we invest in new technology, and in the way we practice risk management. We are all aware of the operational holes that were exposed when contact centers moved agents home in […].

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Customer Operations Technology Management 489

Forrester eCommerce

DECEMBER 21, 2021

News articles are predicting the death of the contact center as we know it. AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 – no, 1000 – customers at once. Close your eyes and I’ll set the scene: it’s 2016. Chatbots are all the rage.

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Customer Article 367

Forrester eCommerce

JANUARY 14, 2020

As AI and automation infuse the contact center, the role of the is agent changing. Contact centers are already seeing: Agents losing their jobs. Modern self-service technologies are giving customers the ability to find answers to frequently asked questions and to resolve simple issues.

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Technology Customer Management 214

Forrester eCommerce

FEBRUARY 17, 2022

Uniphore has just announced a whopping $400 million Series E round led by NEA, giving them a valuation of $2.5 And they have been busy. This funding round is right on the heels of some major moves in 2021: a $140 million Series D round and the acquisitions of Emotion Research Lab (video and […].

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Customer 370

Forrester eCommerce

JUNE 29, 2020

Customers expect more from customer service organizations. Your customers use self-service as a first point of contact with a company and turn to digital […].

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Customer 495

Retail TouchPoints

OCTOBER 17, 2023

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call. And yes, customers are noticing.

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Customer Multi-channel Channel Customer Experience 278

Forrester eCommerce

JUNE 7, 2018

Here’s my take on five valuable use cases for AI in the contact center. Increasing channel diversity and automation will make interactions more complex, requiring highly-skilled agents and intelligent processes to assist them.

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Channel Customer 256

Ecommerce Platforms

APRIL 1, 2022

Struggling to make the choice between Sendinblue vs Constant Contact? Today, we’re going to look at all the features of both Constant Contact and Sendinblue, considering everything from pricing, to usability, to help you make the right choice. Sendinblue vs Constant Contact: Pricing. You’ll need a custom quote for this one.

Marketing 104

Marketing Live Chat Social Media Mobile 104

MakeWebBetter

JUNE 1, 2021

Contact form 7 with Zoho is an entire alliance when you prioritize your customer’s needs, experience and feedback. From eCommerce product market demand to managing your leads after your eCommerce business starts blooming, it is all about leads and potential customers. That is […].

Customer Data 111

Customer Data eCommerce Management Customer 111

Groove

FEBRUARY 24, 2021

Marketing technology must be integrated with a CRM so that both sales and marketing teams can see what the other is doing (and more importantly, what the customer is doing!). For example, let's pretend you have a list of highly engaged leads who have not filled out a Contact Us form. Set up HubSpot workflows for warm leads.

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Customer Technology Information Marketing 345

Retail TouchPoints

DECEMBER 29, 2022

According to Forbes, today’s business benchmark is customer experience. The key to having that edge over the competition is delivering top-notch customer experience, ensuring the quality of well-trained staff and continuously studying customer behavior and trends to ensure that customer needs and expectations are met.

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Customer Experience Management Customer Retail 358

Forrester eCommerce

MAY 18, 2020

More and more customer service organizations turn to robotic process automation (RPA) to make agents more effective. Yet contact centers often don’t see the initial ROI of RPA play out as they scale […].

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Operations Customer Technology 366

Ecommerce Platforms

JANUARY 16, 2019

Email marketing is still the most effective way to connect with your customers. After all, you're not building a community of loyal customers with advertisements on social media or Google. Email marketing is still the way to connect with and engage customers, both new and old. Mailchimp vs Constant Contact: Overview.

Payment Services 178

Payment Services Marketing Live Chat Social Media 178

Forrester eCommerce

JUNE 16, 2021

Agent augmentation tools make the lives of contact center agents easier by enabling them to deliver high-caliber customer support. This gap in the customer service technology market creates the conditions for […].

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Customer Technology Marketing 285

Fabric

MARCH 7, 2024

“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” – Steve Jobs One critical aspect that retailers can often neglect is the post-purchase experience for customers. The post-purchase experience refers to what happens after a customer has made a purchase.

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Customer Loyalty Customer Merchant Services Shipping Costs 130

lateshipment

APRIL 9, 2024

If you’re an e-commerce merchant who wants their business to become successful, you need to become the customers’ favorite (offer them a great experience, stay ahead of the competition, improve profit margins, and whatnot). Such issues can deter customers from completing their purchases and lead to abandoned carts.

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eCommerce Merchant Services Shipping Costs Customer 130

BigCommerce

APRIL 21, 2020

Consumers take a lot of things into consideration when making a new purchase. Price, brand loyalty, and product quality are…

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Customer eCommerce Consumer 309

Forrester eCommerce

APRIL 21, 2020

While some regions around the globe have begun to relax their shelter-in-place restrictions, many brands are still trying to nail down a coherent customer service approach that incorporates a huge helping of a work-at-home workforce.

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Blog Customer Customer Experience Management 327

Retail TouchPoints

JUNE 23, 2020

In an ongoing effort to restructure its operations, improve efficiencies and better align its costs, Bed Bath & Beyond is reportedly pursuing the sale of its Christmas Tree Shops and Cost Plus divisions and closing contact centers in Ocoee, Fla. and Layton, Utah, affecting approximately 230 and 285 employees, respectively.

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Operations Improvements Customer Experience Customer 212

Forrester eCommerce

JUNE 25, 2019

In a session about contact center trends, […]. Many organizations — particularly in North America — think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them. On May 25, 2018, the day the GDPR went into effect, I happened to be in Canada doing an in-person workshop with a large financial services client.

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Workshop Financial Services Customer 343

Groove

APRIL 18, 2024

Customer Experience: Shopify ERP integration integrates customer data, which gives your customers a seamless shopping experience. It also allows for personalized marketing and better customer service. Finally, some ERP systems could have customization limitations. Edit customer information settings.

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Shopify Payment Services Shipping Costs Order Fulfillment 393

Retail TouchPoints

AUGUST 2, 2023

Namely, the marketplace must disclose the seller’s name and contact information such as their phone number, email and mailing address. 4] Beyond collection, the Act also requires verification that the seller is providing valid information. Disclosure is key. There are also disclosure requirements that apply to the collected information.

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Information Customer Retail Electronics 241

Retail TouchPoints

OCTOBER 1, 2021

million online customers had been obtained by an unauthorized party. The company is in the process of notifying its online customers of the security breach, which occurred in May 2020. NMG also has set up a dedicated call center for its customers to address concerns. No active Neiman Marcus-branded credit cards were impacted.

Customer Data 289

Customer Data Payment Services Customer Gifts 289