Article | 2 min read

Top 3 things retailers are missing in digital CX

How can retailers create personalized customer experiences online? And what do you need to know to keep up with your customer expectations? Read on for our top tips.

By Erin Hueffner, Staff Writer

Last updated January 23, 2023

Change is the only constant in the retail service industry. That’s certainly been true in the past several years, when a record number of customers flocked to online channels to do their shopping. Almost overnight, retailers big and small had to adapt to a whole new way of serving their customers digitally.

For retailers to compete in today’s crowded market, they need to create excellent customer relationships in all the places people shop—online and in brick-and-mortar stores.

In our CX Accelerator report, we surveyed almost 5,000 CX leaders on what it takes to scale new heights in customer experience. Below, we unpack key takeaways from the report and explore what retail “Champions” are doing to win in CX, so you can go from a retail Starter to a retail Champion.

1. Leading retailers create more personalized CX than their competitors

As stores closed their doors during the pandemic, opportunity knocked for savvy retailers online. People still wanted to shop while they were in lockdown, and they did it from their smartphones. That put customer experience in the spotlight—a poor experience was likely to drive customers away. So, retailers quickly learned that delivering an excellent customer experience is key to creating brand loyalty.

But that’s table stakes. Customers want personalized service from the companies they shop with—and they’re okay with sharing their data if it means you’ll deliver it. Our latest CX Accelerator report found that 70 percent of consumers now expect a conversational service experience with companies. That means retailers need to create tailored, personalized conversations at scale, across all support channels. Retail Champions report using more tools than Starters to get 360-degree views of customers, but this information must be integrated because data fragmentation hinders seamless CX.

Customer story: is the United States’ largest online retailer for receiving, buying, and learning about wine. The company leverages Zendesk to drive loyalty by delivering personalized service to its customers through an omnichannel approach. Agents can log in and see customer profiles, including past purchases and customer status.

Visitors to the homepage are greeted by a wine expert via live chat. These non-commissioned wine connoisseurs are dedicated to helping customers select the best wine for their personal taste and needs, a truly specialized service given the 15,000+ wines available.

Despite 23 percent annual growth in support tickets, agents drove an impressive 55 percent decrease in first-reply time along with a 91 percent CSAT score, which means is able to drive loyalty with personalized experiences—efficiently and at scale.

“Our goal is to ensure that agents can access as much customer data as possible. We love Zendesk because their API allows us to explore ways to get customer data in front of agents in ways that create a smoother, more personalized experience.”
Addie Wallace, director of brand marketing at

2. Leaders create more personal conversations with humans and automation

Customer story: Tile

The Tile support team prides itself on its human-first approach to CX. However, during the holiday season, the Tile team struggled to maintain its exceptional customer experience while managing dramatically higher ticket volume. Tile partnered with Ada and Zendesk to help scale its growing support inquiries. Ada’s intelligent, conversational AI bot enabled Tile to help more customers more quickly—securing more conversions and generating more revenue.

“With the Zendesk and Ada integration, we were able to not only save costs on seasonal headcount, but we were also able to see revenue growth from customers who were being served at faster rates.”Justin Michaud, senior manager of customer support at Tile

3. Rethink the role of CX to drive profit

Customer story: Chupi

Chupi is a solid-gold heirloom jewelry company based in Dublin, Ireland. The company empowered and encouraged its agents to sell and found success by bringing all customer information into one platform.

Through Zendesk, Chupi’s customer care team was able to seamlessly track, nurture, and follow up with potential sales leads at every stage of the customer journey.

“In 2020, we had a 300% increase in care-based sales, resulting in 1 million euros in sales directly from the customer care team.”
Brian Durney, chief technology officer at Chupi

Digital CX isn’t a trend. It’s a retail revolution.

Delivering great customer experiences takes more than greeting customers at the door—it requires reaching out across the digital divide. Take your retail strategy to the next level by investing in your digital experiences. Your customers will reward you for it.

Make your shop pop

Create better CX with Zendesk for Retail.

Make your shop pop

Create better CX with Zendesk for Retail.

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