[2023/02/13 03:56:25]

Simplr’s 2023 State of Online CX: Sporting Goods Retailers report reveals how today’s leading sporting goods brands are engaging (or neglecting) customers during one of their busiest seasons of the year. Despite record-setting consumer spending during Black Friday, many of today’s leading sporting goods brands left quite a bit of money on the table. We... The post Sporting Goods Retailers: How to Apply Black Friday Best Practices to All Seasons appeared first on Simplr.

[2023/02/07 02:57:00]

Hold the phone: it’s time to increase efficiency and cost-effectiveness. Historically, phone is the most expensive customer service channel to staff and maintain. Still, in a world where companies are constantly dealing with customer inquiries and complaints, the phone has persevered given how efficient it is for resolving problems. Or is it? According to the... The post 4 Ways to Reduce Customer Service Phone Volume appeared first on Simplr.

[2023/01/30 02:58:24]

We’ve said it once and we’ll say it again: things rarely stay the same in CX. For the NOW Customer, speedy and authentic experiences remain a top priority when it comes to maintaining brand loyalty. From traditional and challenger banks, to trading, crypto and buy now, pay later platforms, you must stay nimble in all... The post Financial Services: Bridging the Gap Between Great Customer Experiences and Compliance appeared first on Simplr.

[2023/01/15 09:57:08]

Simplr’s data science team identifies the biggest risk of ChatGPT in customer service (and how to work around it).  Like most of the technology world, our data science team has been playing extensively with ChatGPT. The tool truly is revolutionary and will certainly make a lot of traditional machine learning (ML) obsolete.  At Simplr, we... The post Benefits and Risks of ChatGPT in Customer Service  appeared first on Simplr.

[2023/01/04 09:49:25]

Gig 1.0 Isn’t Working Anymore. What’s Next for Gig CX? Thanks in part to the pandemic—and now seemingly endless economic uncertainty— job opportunities in the gig market continue to skyrocket. Gig work in driving (Uber, Lyft) and delivery services (Amazon, DoorDash, GoPuff) has become so popular that 16% of the American workforce has worked for... The post Why Businesses Are Turning to Gig 2.0 Models to Scale Customer Service appeared first on Simplr.

[2022/12/13 10:53:31]

Looking to take your chatbot to the next level? Or perhaps looking for data to support the debut of a bot on your website? We’ve got you covered with the latest chatbot statistics for 2023. Chatbots are here to stay. Thanks to the rise of the NOW Customer-what we call today’s customer who expects instant,... The post 23 Chatbot Statistics for 2023 appeared first on Simplr.

[2022/12/13 05:39:45]

Despite pandemic-induced operational changes, the fundamentals of a great restaurant business remain the same: create exceptional experiences that keep customers hungry for more. Serving the best experience for the NOW Customer is a tall order, however, as they don’t just want—but expect—the easiest, most delightful experience possible. While many major Quick Service and Fast Casual... The post How QSRs Can Build Better Brand Loyalty And Revenue With Exceptional Customer Experiences appeared first on Simplr.

[2022/12/12 06:40:36]

New data from Simplr shows that customers are more satisfied and more likely to re-subscribe if their cancellation request is handled without explanation. This article is part of Simplr’s CX Data Science Lab, where we leverage analytics and data science from within the Simplr platform to uncover best practices and trends in customer service interactions.... The post What Should You Do When a Customer Wants to Cancel Their Subscription? appeared first on Simplr.

[2022/12/12 05:09:24]

The Quick Service Restaurant (QSR) and Fast Casual Restaurant industries have been completely transformed in the past three years– from the ordering experience to the way food arrives on our plates. Many restaurants have adapted to new customer expectations, accelerating their adoption of digital ordering services and payment systems to provide seamless dining experiences that... The post 3 CX Metrics Every Quick Service & Fast Casual Restaurant Should Be Measuring appeared first on Simplr.

[2022/12/08 06:11:04]

“We’re sorry. Your call cannot be completed as dialed.” In a controversial move, Frontier Airlines is no longer answering customer service phone calls.  That’s right. As of November 2022, the low-budget airline eliminated its call center in favor of a “digital-first” approach that puts human assistance on the backburner.  Instead of hopping on the phone... The post Airlines like Frontier are Moving Away from Phone Support… But Is This A Mistake? appeared first on Simplr.