Research Report

Delivering Customer Service Wherever and Whenever it is Needed

Delivering Customer Service Wherever and Whenever it is Needed

In today’s customer-centric world, it’s not reasonable or desirable to expect shoppers to engage with Customer Service Representatives (CSRs) half-way around the world when they have a question about an order or a product while in the store.

To enable enterprise-wide access to information, retailers must gather baseline data and coalesce it into easy-to-use apps, available to in-store associates and other corporate personnel. The days of CSRs flipping from screen to screen and application to application should be behind us. And the days of telling the customer to “call customer service” with complaints and questions are soon to be gone as well.

The 2018 Retail Systems Research Customer Service Report is full of insights into customer expectations and service trends. Complete the form to download it now.

Deliver On Your Promise to Customers