With online shopping at all-time highs, customer service teams are stretched thin and it’s impacting shoppers and employees alike. To relieve some of the pressure on digital teams, executives must determine how to refine their service strategies to create an integrated “phygital experience” that bridges the gap between physical and digital shopping.
As consumer behaviors continue to evolve and retailers prepare for another holiday season, the key to success is combining the best of automated service and high-touch engagement to create connected experiences.
During this session retail experts will reveal how you can:
- Tap into automated service channels like text messaging and ecommerce chat bots to improve agent efficiency and resolution times.
- Escalate priority service issues to tech-enabled associates to drive up-sells and customer loyalty.
- Empower digital and in-store service teams with contextual, real-time data that supports best-in-class “phygital experiences.”
