Modern Care
The world's leading digital-first, proactive customer experience solution.

Explore Modern Care's Products

Sprinklr Voice

Reduce call volume with a radically different contact center solution

Self-Service Community

Build & manage an online community integrated into your Care strategy

Live Chat

Respond faster with personalized, data-driven 1:1 customer support

Conversational AI and Bots

Reduce costs by automating routine inquiries with conversational AI bots

Contact Center Intelligence

AI-powered, real-time data and insights that fuel proactive customer care

Contact Center Automation

Automate workflows and processes — and drive more first-contact resolutions

Agent Assist

Analyze conversations instantly & surface predictions, suggestions & alerts

Knowledge Base

Empower agents and customers with direct access to the answers they need

Modern Research
Make decisions informed by proactive, AI-powered research, based on the most complete set of customer experience data.

Explore Modern Research's Products

Social Listening

Real-time voice of customer insights on digital and traditional channels

Competitive Insights & Benchmarking

Analyze your content’s performance vs. competitors and best-in-class brands

Product Insights

AI insights from reviews & social: How customers feel about your products

Location Insights

Real-time, location-based analysis of face-to-face brand experiences

Visual Insights

Real-time visual intelligence that powers meaningful connections on digital

Media Monitoring & Analytics

Connect stories across social & news for a complete measure of earned media

Modern Research Lite

Start uncovering insights with a free 30-day trial. No credit card required.

Modern Marketing & Advertising
Build and protect your brand’s reputation, and take action at every point in the marketing lifecycle.

Explore Modern Marketing's & Advertising's Products

Campaign Planning & Content Marketing

Save time, manage brand risk, and increase ROI with AI-powered insights

Marketing Analytics

Get a unified view of campaign performance on 30+ channels & 3rd party data


Encourage, measure, and optimize employee advocacy for your brand on social

Social Advertising

Increase your ROAS, fuel collaboration, reduce risk, and unify reporting

The only Unified-CXM platform for enterprises powered by industry-leading AI.

Explore the Platform

Sprinklr Intuition

Sprinklr AI turns unstructured data into actionable, real-time insights for your enterprise.

AI Studio

Create customized, powerful AI text classification models easily — without coding.


Visualize real-time data on command centers, retail signage, stadium screens, and more.


Build on-brand, shareable digital presentations that update with real-time data automatically.


Extend the impact of Unified-CXM by connecting to all of your most crucial third-party systems.


Experiment and learn in an isolated test setting that mimics your live production environment.

Active Data Retention

Store Sprinklr data for customized time periods to meet business or compliance needs.


Integrate data and execute processes with external systems using RESTful web APIs.

All Products
33 products. 4 robust product suites. All on the only Unified-CXM platform.

Popular Use Cases

Customer Service

Deliver seamless customer service experiences across 30+ digital channels

Brand Management

Leverage a unified view of the customer to help you protect, grow, and manage your brand

Help Desk

30+ channels of AI-powered analysis, prediction & suggestions—in one place

Contact Center

Manage customer care on 30+ digital channels from one AI-powered platform

Social Suites

Consolidate all of your social media needs on the only unified social suite

Case Management

Streamline case handling to reduce costs and accelerate time-to-resolution

Customer Engagement

Create a frictionless service experience no matter which channel customers use

Ticketing System

Deliver customers to the right agents—so you can reduce cost-per-interaction

Our Story
Culture & Talent
Investor Relations
Contact Us
Blog Home

4 tips to improve retail customer service in 2022

Daniel Rajan

April 13, 2022  •  4 min read

Share this Article

The online shopping experience has changed. Continual advances in technology, unpredictable public health guidelines, and a new culture of remote work have all converged in the last couple of years, accelerating the already steadily growing popularity of e-commerce shopping experiences — and creating a higher standard for retail customer service and customer communications.

The Wall Street Journal reports that 25% of retail sales are predicted to take place online by 2024. And retailers of all sizes are now struggling to navigate this new customer service landscape. Customers today are more likely to abandon an online purchase if they can’t find a quick answer to their question, turning long wait times into a potentially costly liability. Add to that the high operational costs support organizations incur during a big influx of inquiries — and the inefficient and frustrating experience live agents face when forced to jump between multiple systems to obtain sufficient customer details — and it can be difficult for retailers to determine the most impactful way forward.

Here are four tips to improve customer service in retail. 

Be proactive and stay ahead of the customer

A good AI-powered social listening solution will make it easy for your team to know when customers are discussing your brand or products across a variety of digital and social channels in real time, even when your brand isn’t @mentioned in the conversation. And by using AI, in combination with customer insights, to identify potential issues before they ever cause a problem, you can be more proactive with your customer outreach.

Alert customers to issues before they become aware of them, and well before they ever feel the need to reach out to you for help. Sprinklr Modern Care helps you send automated messages to your customers proactively by detecting frustration signals that occur at any point in their journey with AI. Here’s an example of how that works:

Retail customer service should make self-service a priority

Customers prefer to help themselves when possible. And according to Gartner, resolutions that involve time-consuming live interactions can cost businesses 80 to 100 times more than a self-service fix. With the right customer service solution, you’ll be able to listen more closely to your customers, and provide useful self-service options so they find the answers they need without needing to ask for help. 

Self-service for retail customers can take many forms, including:

  • A self-service knowledge base: makes it easy for customers to search for information like hours of business, delivery zones, sustainability initiatives, or shipping and returns policies

  • Virtual shopping assistants (conversational AI bots): based on the questions a customer asks, a virtual shopping assistant can respond with store finders, product availability, product recommendations, order status, refund status, and more

  • Virtual consultation bookings: allows customers to book a slot to chat with a product expert or designer, at a time that’s convenient for them

  • Guided shopping: provide step-by-step guides that make it easy for customers to choose specific product details then add the right product to their cart, using guided workflows

Make your agents’ jobs easier and more efficient with augmentation

Employee happiness is directly impacted by the tools they use to do their job. Turnover is already high in call centers, and an aggravating, time-consuming experience using work systems can just make the problem worse.

By using AI for the contact center to augment your live agents, you’ll set them up to focus more on complex queries, better handle tough conversations, and provide more thoughtful personal interactions with customers. 

Here are a few ways agent augmentation can improve retail customer service:

  • Connect with an expert: route customers to the best-qualified product expert or support agent by dynamically matching customers to agents based on past interactions and the customer’s intent, mood, geographic location, and other available data

  • Seamless channel switching: let agents switch between channels (e.g., from Twitter to Twitter DMs) without having to create separate tickets — making it easy for them to maintain a single conversation thread in the agent desktop

  • 360° shopper view: gain visibility into a customer’s current digital shopping cart, order, and browsing history, making it easy for an agent to deliver personalized suggestions

Improve your shopping experience by optimizing customer service

Actionable reporting and access to robust customer insights are a critical part of any good retail customer service software solution. By regularly reviewing and responding to the insights on the surface, your organization can create a more efficient environment for agents, and provide increasingly personalized and helpful experiences for customers.  

The best solutions will make it easy to:

Unify reporting: monitor and report on channel performance, inbound messages, case volume, agent performance, CSAT, SLAs, and more

Identify why customers are reaching out: leverage AI-powered insights to learn why your customers are contacting you, and resolve recurring issues at scale so future customers don’t experience those issues — ultimately helping to reduce service volumes and contact center costs

Uncover actionable care insights (improve agent performance): use AI to analyze contact center voice call recordings

Sprinklr Modern Care makes it easy for retailers, including Samsung and CDiscount, to proactively engage with customers whenever and wherever it matters most.

Find out how our unified contact center as a service (CCaaS) solution makes it easy to listen to and understand retail and e-commerce customers, and filter out the noise — routing all engageable and relevant conversations to the right agent and teams.

Customer Care
Share this Article
Modern Care
Customer Service Software

Article Author

Daniel Rajan

Senior Manager of Product Marketing

Learn more

Related Articles

How voice bots can help manage high call volume in the contact center
Customer Care
How voice bots can help manage high call volume in the contact center

Using voice bots in your contact center helps better manage high call volume and elevate the level of customer service you provide. Learn more.

Shawna Malecki
May 6, 2022  •  4 min read

Read Article
5 ways financial services can differentiate with customer service in 2022
Customer Care
5 ways financial services can differentiate with customer service in 2022

Learn how using AI-powered technology can help financial services institutions keep up with shifting regulations while providing personalized customer service.

Daniel Rajan
April 1, 2022  •  5 min read

Read Article
Create convenient experiences using WhatsApp for customer service
Customer Care
Create convenient experiences using WhatsApp for customer service

Customers want issues resolved quickly on apps where they already spend their time. Discover how your organization can use WhatsApp for customer service.

Teresa Meister
March 11, 2022  •  5 min read

Read Article


Modern CareModern ResearchModern Marketing & AdvertisingSocial Engagement & SalesUnified-CXM PlatformEducation ExperienceCitizen Experience


Our ServicesTrainingPartnersAgencyDeveloper Portal
PrivacyCookie PreferencesModern Slavery StatementIndex EgalitéTerms