Cyber Monday continues to gain momentum each year, although still considered a “little cousin” to Black Friday. According to Shoppertalk, in 2010, Black Friday sales grew only 0.3% while Cyber Monday saw a 20% increase. With online shoppers looking to skip the lines and get the best deals, Cyber Monday can be a boon or bust for online retailers based on their ability to staff and service their online customers on this anticipated shopping day.
And don’t forget the growth of mobile shopping. According to Deloitte’s 2011 Annual Holiday Survey, 27% of smartphone owners will use their devices for holiday shopping this year. Even more reason to have your website and mobile site staffed and ready to engage your customers.
So what now? Are we too late?
Even with time running you, internet retailers still have time to prepare themselves and ensure the make the most out of the holiday season.
- Advertise Your Sales Channel – Your customers want to find your contact information easily. Especially on your mobile site when screens are smaller. Don’t hide it over the holiday season. If it is a toll free number, make it accessible. If you have a live chat button, ensure it is active on all the important pages of your site.
- Utilize Your IVR – use technology to help deal with spikes in call volume. Match your message and tone to your brand image. Use the IVR to collect caller information in advance to reduce call times.
- Be Available All Hours of the Day – it’s close, but not yet too late to ramp your support channels to manage after hour shoppers and varying time zones. This increased support can help throughout the holiday season and manage the customer experience during post holiday returns.