Users

Retailers Are Testing Facebook-Style Shopper Profiles to Battle Amazon

“Jessica Ferro recently ordered $200 worth of makeup from Sephora’s online app—and then waited a month for it to arrive. Despite conversations with multiple customer-service agents, the shipment had gone to her old address in Joliet, Illinois. She didn’t yell or document her experience on Yelp or Twitter.  Ferro, 34, did what came naturally: She took her business elsewhere—to Wander Beauty, an online makeup seller that has put a premium on customer service by enlisting chatbots she can talk with whenever and wherever she wants.”