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Xmas is coming: is your contact center ready?

Published on Dec 11, 2017 at 6:44 am in Blog

Unlike the idyllic, festive, and calm scenario that the idea of Xmas brings into the mind of all of us, for the most part of businesses it is quite the opposite. According to Statista, the holiday season accounts for 20% of the retail Industry´s annual sales, and can account for as much as 30% of an individual retailer´s total sales. Things do get hectic.

How do you ensure that you don´t lose, in about one month, the great relationship you´ve maintained with your customers all year long? Or even improve it? Read on through these tips to find out how to do it.

Give your agents the power of empathy

Holidays add an extra layer of stress on everyone and your customers are not an exception. Good agents can step into the shoes of your customers and can turn around the grumpy mood of the people they talk to. Explain to your agents the importance of keeping calm through rude conversations and that they should focus on the resolution of the problem in a sympathetic way. Make them relate to the customer and ask about routine subjects, such as whether will enjoy the holidays with the family, for example. A subject wide enough that acts as an ice breaker and that brings good memories to step away from the issue they have at hand. Customers that feel special and unique are loyal and become brand advocates.

Support self-service

According to Forrester, 72% of customers prefer self-service to resolve their issues than picking up the phone or sending an email. Ensure that you give them that choice. In addition to leaving your agents free to handle all the other customers, it keeps your customers really happy because you´re giving them what they want. Ensure that you provide relevant and concise information to those seeking self-service, such as a FAQ or an extra option on the IVR for gift return. Make sure that you also provide the option to seamlessly transfer from self to assisted service if the customer wishes to do so.

Focus on First Contact Resolution

This should be your goal all year round, but even more so during the holiday season. We know how busy everything gets during this time and sometimes Christmas presents do get switched or lost. It happens. However, make sure that you solve the problem as quick and efficiently as possible. If a customer gets the wrong order, work fast to replace the product but proactively let the customer know what you are doing. For example, send an SMS to inform that you have shipped the correct order and call after the product has been delivered to ask if all is ok. According to the Economist, 45% of consumers say a lack of interest in customer satisfaction is the biggest obstacle preventing companies from providing the ideal customer experience. Shows that you care about your customer and the relationship that you have together.

Providing an incredible customer experience can be a challenging task, but one we´re sure that you are up and ready to. Use the season to engage with your customers and assure them that they can count on you all year round.

Celia Cerdeira

Celia Cerdeira

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