As Black Friday hits the UK today, with retailers slashing their prices in an effort to replicate the biggest day in America’s shopping calendar, the pressure on staff in-store and within the contact centre mounts.
Traditionally a post Thanksgiving discount shopping day, marking the start of the Christmas shopping season in the US, UK retailers are keen to follow-suit, offering consumers discounts of up to 70% off today. Mega Monday or Cyber Monday – the busiest online shopping day of the year – will shortly follow on 2nd December, placing a huge stress on retailers customer service departments.
So how can retailers arm staff in-store to deal with the overnight onslaught of customers eagerly wanting instant answers to questions on a range of gadgets and gizmos they may be purchasing for the first time? Add to this the increased pressure on contact centre agents, dealing with a massive increase in enquiries via phone, web chat, e-mail and social media channels.
Being prepared for sudden increases in traffic to your store or other customer channels – whether planned or as a result of an unexpected event – will be paramount to the success of an organisation. The ability to offer customers the same level of customer service during an unusually busy period, as you would during a quieter one, will have a massive impact on a customer’s perception of your brand.
Some key stat’s to consider:
Whilst historically Black Friday sales have been predominantly via brick-and-mortar stores, the lines are now blurring, with e-commerce spend topping the $1 billion dollar mark in the US in 2012.
Black Friday and Mega Monday’s consumer is now truly multi-channel, using a combination of in-store, websites, e-mail, phone and social media channels, to research, review, make a purchase and contact a company for customer service.
Today’s retailers are under great pressure to not only compete on price but also compete on delivering a cost efficient and seamless in-store and online customer service that can cope with spikes in demand.
Will your customer service crumble amidst the chaos or bring calm during the storm?
Providing today’s consumer with a 24/7 multi-channel customer service – regardless of which touch-point or device they use – can be a key competitive differentiator.
Free resource: Best Practice Guide to Multi-channel Customer Service
In order to retain customers, reduce costs and increase sales, having the right technology in place to ensure the customer receives a consistent customer experience is vital.
Our guide will help you to:
• Understand the challenges delivering effective online service creates
• Get an overview of the tools available to meet those challenges
• Discover the must-haves you need for effective implementation
Click here to download for free.