Insourcing vs. Outsourcing Customer Care: The Pros and Cons
Paraphrasing the bard: To outsource or not to outsource your customer care operations, that is the question. And unfortunately, the answer is a resounding, “it depends.” Colin Taylor, CEO and Chief...
View ArticleClik here to view.
How JOANN Stores Upped Its Customer Service Game
How a retailer handles its customer interactions – responding to issues, answering questions and updating a status, to name a few common examples – is a critical function for cultivating brand loyalty...
View ArticleYour Input Matters: Take Our MCM Outlook Survey 2020
What major trends are driving rapid changes in ecommerce and DTC, and more importantly, what do they mean for your business? How are they impacting the roles of professionals in operations and...
View ArticleHow Digitally-Fueled Customer Support Can Drive Ecommerce Growth
While ecommerce sales continue to grow at double-digit levels, a lot of the focus has been on ways to digitally transform the purchasing experience, but somehow the customer support experience is often...
View ArticleKustomer Acquires Reply.ai, Enhancing AI, Machine Learning Capabilities
Kustomer, an up-and-coming cloud-based CRM platform for hot DTC brands like UNTUCKit, ThirdLove and The Farmer’s Dog, has acquired Reply.ai, a company that uses AI and machine learning to improve agent...
View Article3 Customer Experience Trends That Will Last
Fun fact: The first vending machine was created in 1833 and is considered by some to be the world’s first self-service technology. Nearly two centuries ago, our ancestors could purchase postcards...
View ArticleTake Our MCM Outlook Survey 2021, And Have a Cuppa Joe
What forces are shaping the future of ecommerce and DTC operations, especially in a pandemic era, and how are they impacting your business? Multichannel Merchant is conducting its annual MCM Outlook...
View ArticleTop 3 Customer Service Predictions For 2022
2021 was an exceptionally challenging year for customer service. With supply chain challenges and labor shortages, nearly every industry was in jeopardy of sacrificing their customer service standards...
View ArticleCall Center Security Equals Customer Satisfaction
In the call center, effective management of customer data and other sensitive information is par for the course, so data protection is critical. Unfortunately, traditional consumer browsers used to...
View ArticleGenerative AI in Customer Service: A Balanced Blueprint
Customer service is crossing a new horizon. While live agents aren’t going anywhere, AI radically changed the playbook. We’re in the first inning of a game that promises to alter the way we handle...
View Article
