How to be part of the conversation in retail 2021
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It’s no surprise that the retail industry has been shaken-up over the past 18 months. With the closure of brick-and-mortar stores and dramatic changes to customer behaviours from rising eCommerce to an increase in WhatsApp usage, retailers and brands have been forced to shift and adapt in order to survive.
Retailers’ communication strategy needs to change with the times, and many businesses have realised the need to invest in the right tools to facilitate this evolution in customer service.
From video connections and online chat prioritised as an early point of customer interaction to advances in messaging apps facilitating brands and consumer engagement, 2021 will be a landmark year in conversational commerce online.
Brands and retailers live and die by their service, and this report highlights tips, techniques and trends for ensuring it remains relevant.
Key takeaways
- CX strategies that lead to successful retail customer service
- Actionable insights, tips and trends for personalised and conversational customer service
- Messaging & social media - now at the forefront of CX