From the continued impact of the pandemic to ongoing Brexit fall-out, 2020 has been a year unlike any other for retail. The second lockdown has continued to dissolve the already struggling high street, with most brick-and-mortar retailers closed for all…
The upcoming holidays will be unlike any before, and brands must adapt accordingly. These unusual circumstances need to be met with creative solutions to ensure customer experiences do not skip a beat. Among the many issues plaguing retailers this holiday…
COVID-19 has caused DTC (Direct-to-Consumer) brands to entirely rethink their sales strategies. The past few months have led to an enormous shift in consumer spending towards online channels. There is lingering uncertainty of how and when brick-and-mortar retail locations will…
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…
In a world where we’re bombarded with ‘fake news’ and influencers promoting products in glossy lifestyle photos, it seems consumers are wising up to the social and cultural influences that come from paid-for celebrity endorsements. 86% of consumers admit that…
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…
eCommerce has suddenly become the primary sales channel as a result of COVID-19 and retailers are having to find creative solutions to meet consumer demand for both essential and non-essential goods. With Amazon announcing delays in shipments of non-essential goods…
With more than a quarter (28%) of UK shoppers expecting to spend more online this Christmas season than they did in 2018, peak season is set to be a truly testing time for retailers. Not only will online brands have…
With the holiday season around the corner, fraudsters worldwide are gearing up for the opportunity to take advantage of both merchants and consumers. With fraud up 13 percent over the holiday season, merchants must be on high alert as the…
The payments industry has become an ever-changing landscape. Consumer needs are constantly shifting, causing a clear impact on the rate of technological innovation. Particularly with the rise of eCommerce, consumers have a defined expectation of what their payment experience should…