With established household brands such as New Look, Maplin and Toys R Us struggling or losing the fight to stay afloat, economic pressure is causing fierce competition within retail. The food retail sector is the most competitive of 13 in our UK Customer Satisfaction Index (UKCSI). There are just 6.3 points between the leader, Waitrose, and the lowest-scoring organisation
A recent report estimates that by 2020, virtual assistants and chatbots could be performing 25% of customer service and support work.
For the sixth consecutive year, a customer service legend took top honors as the country’s favorite fashion retailer.
As virtual assistants become more frequently-used customer service tools, applications like instant order tracking should naturally become part of the conversation.
Amazon has topped the list of customer satisfaction in the UK for the fifth consecutive time, beating Superdrug, Wilko and John Lewis. A poll of over 10,000 shoppers conducted by the Institute of Customer Service (ICS) revealed that the ecommerce giant trumped its rivals on factors including staff professionalism, complaint handling, quality and efficiency. Retailers following Amazon include Superdrug in fourth place, then John Lewis and Wilko in joint fifth place
The offering could help the retailer reach young shoppers earlier in the buying journey than the typical customer service bot.
John Lewis has revealed details of a new concierge-style shopping experience that will be on trial at its new Oxford store when it opens on Tuesday. The initiative forms part of the department store chain’s strategy to increase footfall and improve its customer experience offerings, as it attempts reinvent itself and arrest falling profits
Over the next year, retailers plan to use artificial intelligence to improve product recommendations, customer service and chatbots, according to a recent survey.
In a world where retailers are increasingly trying to reach consumers via mobile, customer service is a deal-breaker, a new survey says.