Trends Report

Text-Based Chat Best Practices: Urban Outfitters’ Customer Service Features

February 5th, 2021
Nicole Murgia, Senior Researcher
Nicole Murgia Senior Researcher
Julie Ask, null
Julie Ask

Summary

Retailers and brands must deliver experiences that are efficient, effective, and effortless for the customer. This piece is part of a series showcasing best-in-class examples of conversational interfaces; it focuses on Urban Outfitters’ customer service features. According to the Forrester Analytics Consumer Technographics® US Retail Recontact Survey, 2020, 42% of US online adults said it was important for retailers to offer live online chat on their website, up from 27% in 2019. Urban Outfitters agents can track orders via chat if the customer provides either the tracking number or an email address linked to the order. Once they confirm the order, the agent provides real-time updates of the package’s last location and an estimated delivery date. To learn more about the evolving presence of chat in retail, listen to our webinar on The State Of Chat In Retail: The Current And Future States. If you have questions, schedule an inquiry with us for more information.

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