Calling all retailers! Are you ready for this holiday season? Is your online customer service strategy geared up for one of the biggest sales seasons of the year?
Last week at the ACCM show in New Orleans, Greg Fettes, president & CEO of contact center services provider 24-7 INtouch, and Barry Lamm, director of account management and training for live chat software provider LivePerson discussed the importance of a true customer service strategy, that is planned well in advance for the 2009 holiday season.
In 2008, the New York Times reporting that "Online shopping is gaining at a time when simply filing up a gas tank to head to the mall can seem like a spending spree." This quote highlights the importance of a successful sales season for retailers in 2009, to help pull them through these tough economic times.
Multi-Channel Merchant Magazine reported on the presentation and summed up the following Holiday Customer Service Tips from Fettes' and Lamm's presentation.
Use customer service to drive ROI. You spend thousands of dollars to drive traffic to your Website. Quality customer service through multiple channels is proven to increase sales conversions and enhance the customer experience.
It’s not over on Dec. 25. Don’t forget about the post-holiday sales rush! Gift card purchases are on the rise, giving you an opportunity to exceed your first-quarter sales targets. For returns and exchanges, a seamless process will create high brand loyalty and repeat businesses.
Get more out of what you got. With fewer consumers spending, average order value is an important metric for ROI and reduced cost per contact. Use technology analytics and reporting to identify visitors who are most likely to buy and focus on upsells and cross-sells to increase the average order value.
Know your options. Don’t sacrifice sales and service because your headcount budget is frozen. Consider short-term contract work for your after-hours coverage or seasonal overflow contacts.
Lead, don’t follow. Competition is growing each year, and 2009 will be a fight to win consumer dollars. When it comes to service, lead—don’t follow your competition. Make the investment to provide a great experience and leave a lasting positive impression with your customers.
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