Client experience

A voice bot that advises shoppers is a sales channel, not support

by Ramon Helwegen | Nov 6, 2026 | Client experience

A voice agent that recommends beard oil is a sales channel wearing a support badge Ten employees, no live phone line, and a working voice agent assembled in roughly a day. That is the setup behind Beardbrand’s experiment, and the interesting part is not the...

One question after payment: using the confirmation step without costing the sale

by Ramon Helwegen | May 31, 2024 | Client experience

The minutes after payment are worth more than another prompt before it Most checkouts are designed to end. The total is shown, the payment goes through, a confirmation appears and the shopper is gone. Michael Jaszczyk, CEO of the retail software company GK Americas,...

The checkout gap: retailers change their payments, shoppers judge what they see

by Ramon Helwegen | Jul 5, 2023 | Client experience

A year of payment upgrades means little to a shopper who meets the same checkout In 2023 the payments company Primer surveyed 2,000 consumers and 300 retail businesses in Singapore and published the results under the title Mind the Gap. The retailer half of the survey...

Payment choice holds the customers for whom the method decides

by Ramon Helwegen | Oct 12, 2021 | Client experience

Payment choice holds the customers for whom the method decides, so find them first The study PYMNTS published with Checkout.com in October 2021, built on its Checkout Conversion Index, carried the headline that 60% of consumers would move to a different merchant when...