Studies show that when it comes to holiday shopping, it is never too early to start preparing for an influx of customers. According to the National Retail Federation, more than 40% of Americans have already begun their holiday shopping, and 46% will be shopping online. The number of online holiday shoppers in 2016 will be up from last year, and retailers should begin thinking about how they can prepare their online channels to best serve customers.
When the holidays come around, demand for customer service increases dramatically. In today’s market, customers are not only expecting service using traditional voice and email channels, but through social channels as well. Being available and interactive on social platforms has become an increasingly effective way to positively impact customers. In order to ensure that your business is ready for the holidays, it is important to have a system in place for monitoring and responding to customer contact on social media.
A great way to intelligently engage customers is through the use of live chat. Live chat allows customers to interact with agents without leaving your website, meaning that you are accessible throughout the customer journey. Live chat also enables agents to use their time efficiently by storing phrases that can be sent at the push of a button, and allowing agents to assist more than one customer at a time.
With increasing demand for customer service resources during the holidays, long wait times can spell disaster for already frustrated customers. Providing self-serve options for customers on your website can cut down on your queue, and keep your customers and employees happy. Some examples of self-serve options are frequently asked questions (FAQs), troubleshooting guides, and customer forums.
Are your online channels ready for the holiday season? Leave a comment below or tweet @247intouch to let us know!