When you are happy with your brand’s digital customer experience, don’t let your fulfillment operations disappoint Is there anything worse, when you are anticipating a delivery, than it finally arriving – only to be late, poorly packaged, and maybe even…
Many retailers currently facing significant hurdles, including labor shortages, major supply chain delays and high consumer demand, may feel underprepared for inevitable spikes in activity as the seasonal timeline closes in. In addition to logistical hurdles brands are facing, customer…
Just four short months ago, COVID-19 fast-tracked implementation of PFS’ work-from-home (WFH) customer care operations. Within two weeks of social distancing measures being implemented, the PFS team transitioned our on-site customer care operations to a new WFH model, and we continue to operate 100% remotely. We checked in with PFS VP of…
At the onset of the COVID-19 outbreak in the West in March 2020, it quickly became clear to our team at PFS that our onsite customer care operations would require some adjustments to ensure the safety of our agents, while…
Providing highly responsive, brand-centric customer service is critical for retailers who want to keep up with today’s On-Demand Economy. Many of these retailers are struggling to find an effective means of doing this without breaking the bank. Today, we’re taking…
24/7 availability, no hold times, answer thousands of inquiries at once and all with an ever positive attitude – at a glance, chatbots have it all. The chatbot market is expected to grow to $1.34 billion by 2024, it’s clear…
With human-like features and a wait-free route to customer service, chatbots create dependable brand relationships with their audience. In our last chatbot post, we learned that over 30,000 bots have been used in Facebook Messenger alone - that's just the…
In the ‘50s, it was a far-out technology confined in a humming laboratory room filled wall-to-wall with a first-generation computer. In the 80s, it was Skynet, a self-aware technology grid that took over the fictive, dystopian world of the Terminator…
In an era of tweets and text messages, real-time communication has changed the way people interact with one another. But does this mean retailers should also follow suit and change the way they interact with consumers? Several major companies including…
Although live chat is certainly not a new service offered by eCommerce solution providers, most people often think of what is called “reactive” live chat, where the customer must contact a chat agent themselves if they have a question about…