Overcoming customer service challenges.

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.