Strategies for Delivering Efficient & Effective Customer Service Through the Holidays


Here’s tips your organization can implement to aid agents in working more efficiently this holiday season.

Many of us look forward to the holidays. We get excited about the prospect of parties, family gatherings, presents and some much needed time off. But the holiday season also brings an increase in needy customers reaching out to customer support agents in need of immediate help.

In 2021, retail sales grew 17% year-over-year in November and December, so the stakes are high. And in 2020, retail and e-commerce organizations were facing limited staff, frequent shipping issues and more challenging inquiries. Additionally, many organizations now have limited resources and staff at their disposal due to the current macroeconomic environment. The question now becomes, how do you handle the seasonal rush without breaking the bank or disappointing customers?

When combined with all of the above factors, there’s a perfect storm of challenges during this year’s holiday season, and customer service teams need to prepare in advance if they’re going to successfully weather it.

Below, we’ll take a look at tips your organization can implement to aid agents in working more efficiently this holiday season – primarily by leveraging emerging support channels and implementing automation technology.

1. Prepare Your Platform for Holiday Traffic

During the holiday season, 49% of businesses report experiencing more digital inquiries. To prepare for a major spike in platform traffic, have your engineering team conduct a readiness review of all your services.

Validate that your services are prepared to automatically scale significantly beyond their normal operating levels in order to prevent any disruption during holiday traffic spikes. Also be sure to consistently review your monitoring to make sure that it is properly tuned. This helps detect any potential problems as early as they arise, allowing your team to intervene if necessary.

2. Identify Channels Primed for Efficiency

Next, it’s important to identify the channels that will empower your organization to strike the right balance between efficiency and effectiveness while resources are tight. When it comes to channels, it’s important to be mindful of shifting consumer preferences. You might just find that the channels that consumers increasingly prefer will also enable your agents to be more efficient. Next, it’s important to identify the channels that will empower your organization to strike the right balance between efficiency and effectiveness while resources are tight. When it comes to channels, it’s important to be mindful of shifting consumer preferences. You might just find that the channels that consumers increasingly prefer will also enable your agents to be more efficient.

A Kustomer research survey found CX professionals believe live chat (79%), social media (72%) and SMS (56%) will become more popular in the next three years while legacy channels like voice will stay the same. It’s important for your organization to prioritize these chat-based channels to meet shifting consumer expectations.

3. Leverage Chat-Based Channels for Quick Responses & Multitasking

Customers prefer chat-based channels, quite simply, because they hate waiting. It doesn’t take much imagination for anyone to recall waiting in a dreadful customer service phone queue.

With chat-based channels, customers expect immediate responses. Unlike voice, agents can handle more than one inquiry at once. Chat and messaging channels allow agents to multitask, handling multiple inquiries simultaneously.



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