Frankly, I’m tired of the terms omni-channel and multi-channel. For several years everyone has been talking about omni-channel support or multi-channel support. Being able to connect to a company on ...

Salesforce's telephony partners can now implement external routing directly in Salesforce Omni-Channel. In the Summer 2017 release customers can request to have this feature enabled, and have their ...

Wow – it's amazing how fast a decade, year, quarter, month, or even a day can change the ways in which we service our customers! The demands we are presented with in today's ever-changing service ...

Thirty percent of UK retailers plan to invest in technology so that customers can use the web to return what they bought in-store, according to a survey conducted by retail specialist Martec ...

Retail giant Gap has created a Salesforce centre of excellence and is implementing Service Cloud to enable better customer care. Retail giant Gap Inc. - the corporation that owns brands that include ...

Customer expectations are increasing dramatically especially when trying to resolve issue while switching between communication channels. There is little tolerance for things that don’t make sense and ...

In today's hyper-competitive and omni-shopper world, the key to success and shopper trust is product availability, order commitment and delivery to promise. Inventory management and replenishment ...

Today, shoppers are looking for convenience and speed when shopping, which means they could shop from physical stores, ...

I have been proclaiming for some time that ‘omni-payment’ is the missing element in many retailers’ full omni-channel customer service offering. What I mean is that many retailers offer their goods ...

Opinions expressed by Entrepreneur contributors are their own. The consumer journey to make a purchase has evolved (and continues to do so) rapidly. There used to be a time when buying only happened ...

Best Buy Co., Inc. BBY has been making stupendous efforts ever since the outbreak of the COVID-19 pandemic. The company’s extraordinary digital efforts to cater to consumer demand amid the jittery ...