Supply Chain Stress

Holiday Shopping May Look a Little Different This Year

Worldwide supply chain issues and shipping delays mean that it may be even more challenging to find that “perfect gift.” As frustration grows and tempers flare during the holiday chaos, contact centers have an opportunity to be the calm in the storm.

If you listen carefully, you can hear a voice growing louder above the sleigh bells.

“Shop NOW for the holidays!”

In anticipation of increasing supply chain obstacles, many major retailers are decking the halls (and the ads) even earlier this year. Their message to customers? If you procrastinate, even Santa may not be able to deliver that “it” gift (or many of your gifts) this season. 

According to Deloitte, Americans are expected to spend about $1.3 trillion this holiday season, a 7% to 9% increase over last year, which means that there will be even more pressure on retailers—and contact centers—to help consumers fulfill their wish lists.

Unfortunately, it may not always be possible to deliver the goods. Some things are just out of your control. But there is one thing that you can always do: put the customer first.

Communication Is The Key

What do people expect from their interactions with contact centers?

  • Service
  • Support
  • Solutions

These needs are critical, especially during times of stress and turmoil. So how can agents put your company on the Nice list during the holidays? By using strategic communication.

To get there, contact centers need customized, guided interactions, change scripts and communication flows. These can instantly “mold” to what is happening in real time, helping agents address customer concerns with helpful alternatives. 

In addition, these tools will help keep messaging consistent across teams.

Providing Multiple Points of Contact

Fact: There are many ways for people to connect and communicate.

So if your organization is only focusing on one or two platforms, devices or channels, you will be missing out—big time.

For example, the Harvard Business Review reported that 73% of shoppers used multiple channels during their purchasing journey. In fact, the more channels customers use, the more valuable they are with a higher number of purchases and increased spend compared with shoppers who used only one channel.

By implementing an omnichannel strategy, you increase your business opportunities by opening different avenues for your customers to communicate and engage with you. This also improves customer service since the integrated experience provides a more cohesive way for people to connect when and how they want.

With Data Comes Speed and Agility

You may have heard that “data is the new uranium.” It is.

McKinsey & Company reports that when contact centers use analytics to help them generate actionable insights about their business, the results are reduced costs, increased revenue, and higher customer satisfaction scores.

In addition to service, support and solutions, people want information that is delivered clearly, concisely and quickly.

When you are able to keep track of what is going on with your day-to-day communications, you can make communication flow adjustments on the fly, leading to better customer-agent interactions, which in turn leads to higher customer satisfaction and the ability to weather the supply chain storm (or perhaps blizzard). 

It doesn’t take holiday magic to ease the supply chain binds and increase customer satisfaction. It takes a contact center solution partner committed to your success year-round. We happen to know just the one

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