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Ocado using new integrated live chat software

Date: 19.11.18 | Section: News
Online grocer Ocado is blazing a trail as one of the first companies trying out a new integrated social, live chat and CRM ecosystem

Chatbots – not just for customers

Date: 18.04.18 | Section: Ask The Expert
Chatbots are growing in popularity throughout retail but are they just for customers? Parham Saebi, head of client services at Arvato UK & Ireland, believes they have just as vital a role in supporting retail staff too

Live video booking spike at Potters Resort

Date: 08.08.14 | Section: News
The five star holiday village has reported a 670% increase in bookings after replacing text-based chat with live video assistance

SURVEY: UK retail delivers poor Twitter customer service

Date: 09.07.14 | Section: News
New research found that email was a more effective customer service channel than social media for top UK retailers

UK consumers expect ‘bricks and clicks’ integration

Date: 19.04.13 | Section: News
New survey finds customers are seeking consistency, not complications, and reveals their pet peeves from interactions across the platforms and locations of retail brands

Why modern customer service has to be omnichannel

Date: 09.04.13 | Section: Market Analysis
Mike Hughes, customer contact specialist, argues that retailers must adopt an omnichannel, 'big data' approach to meet modern customer service demands