Retailers of all sizes and across various categories have historically utilized many different forms of customer service to meet the needs of their diverse customer base. However, COVID-19, the “always connected” customer, and rising consumer expectations are causing retailers to further evolve their customer service offerings from reactive to proactive.
Traditional approaches to customer service are typically more reactionary. However, reacting to issues (e.g., placing a customer on hold to check tracking) rather than proactively solving them (e.g., offering order tracking capabilities through AI/chatbot) consumes more resources and costs more.
