Shopping for better business communications in the retail sector.

There are many opportunities to improve the customer experience via mobile, and this eBook explores three key areas:

Customer service challenges

Retail accounted for 24% of complaints in 2016. Retailers have to make sure customers feel like they have a voice, and more importantly are being listened to when they do hit a snag.

The role of mobile

Most retailers are aware of the growing importance of mobile in a purchasing journey but are unaware on how to fulfill this need. We explore how to transform customers' mobile user experience.

Self-serve efficiency

67% of respondents prefer self-service to speaking to a representative (source). This is a great opportunity to reduce the strain on your agents, and we review the solutions available.