The Importance of Contactability for Retailers

New video from Retail expert Yonder Digital Group reveals data on the importance of customer contactability through effective technology deployment May 2018 – Yonder Digital Group, the customer experience experts, have released a new video outlining the importance of customer contactability for retailers deploying the latest contact technology, and how it can significantly enhance commercial outcomes. In an economic environment where high street retailers are coming under increased revenue and margins pressures, providing customers with a seamless experience across multiple channels and multiple technologies – online and offline – is…

Read More

Retail Contactability – The Definitive Dozen: Research report reveals top 12 UK retailers using optimal technology mix to deliver greatest customer contactability

May 2018 – New research from Yonder Digital Group has identified which top retailers are most successfully deploying contact technology and channels to make it easy for consumers to get in touch with them. The research analysed how readily UK consumers could get in touch with retailers via their preferred channel and evaluated how effectively customer contact technologies (including chatbots, livechat AI, FAQ engines, intelligent forms, live call routing, etc.) had been integrated to provide seamless customer service. With 81% of consumers taking their business elsewhere if their queries aren’t…

Read More

Three quarters of fashion retailers will invest in artificial intelligence over the next 24 months

Drive to transform online sale performance will see AI investment focus on ‘online merchandising’ and personalisation to deliver ‘real time relevance’ Two separate research studies, funded by Apptus and carried out by IMRG and Hive, have found that fashion retailers are planning significant investment in artificial intelligence (AI) over the next two years, as they seek to deliver the ‘real time relevant’ customer experiences that are vital to improving sales performance. An IMRG Benchmark study found that: 52% will invest in AI for online merchandising in the next 12 month…

Read More