Customer Experience, Technology, Work

Getting Your Customer Service Team Ready for the Holiday Shopping (and Returns, and Shipping, and Problems) Season

Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can be a hair-raising and difficult experience to handle.

When it comes to holidays some things don’t change, like presents under the tree, turkey at Thanksgiving, and even customers’ expectations of service. A difficult shopping experience during the holidays can deter them from coming back and leave businesses with less than favorable reviews, and the resulting impact can be felt all year round.

64% of retailers are preparing internally to meet customer expectations this holiday season by transforming processes to become more agile and customer-focused. Prioritizing the customer experience when getting your customer service team ready for the season can help mitigate this and remove friction from customer interactions.

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