4 essential technologies for customer service in retail

JULIEN RIO | October 29, 2019

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In the retail sector customer experience is playing an increasingly important role. No surprises there perhaps, but in 2020 it will be the most important differentiator between brands, above price and product. The boundaries between physical and online stores are increasingly blurred, but customer care must also adapt to this evolution. Just as it is unthinkable to have a store without a salesperson, it is essential for brands to adopt channels to support customers during their online purchases. According to a study, 44% of customers believe that getting live answers to their questions when shopping online is one of the most important features a website can offer. In addition, 68% of them stop using a company when they perceive that they are indifferent to them.

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