By Anand Janefalkar, UJET In order to stay ahead in today’s highly competitive environment, the realization is that businesses must prioritize digital transformation or be passed by. For retailers, this has meant investing in cloud-based technologies and finding new ways to connect with their customers and expand their digital footprint. While there has been significant growth across e-Commerce, mobile apps, alternative payments options and much more, one area that is currently ripe for digital transformation is customer support. Today, according to Salesforce’s 2019 State of Service report, 80% of customers now consider their experience with a company to be as important as its products. Moving to a cloud-native contact center, or a Contact-Center-as-a-Service (CCaaS) platform, can provide retailers with the tools they need to turn customer support from a cost center into a revenue driver. Here are three reasons why the time is now for retailers to move their customer support to t...
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