According to Adobe, the online sales for Black Friday and Cyber Monday in 2021 surpassed billions of dollars, $8.9 billion and $10.7 billion, respectively.
As the holiday shopping season approaches, retailers prepare for the year’s biggest shopping days – Black Friday and Cyber Monday. While consumers are looking for the best product deals, retailers need to ensure their customer service is ready to handle the influx of shoppers.
How can your Customer Service Team be ready for the influx of customers on Retail Sales?
If businesses are unprepared, this incredible sales rush might be a difficult and terrible experience. So, to prepare the customer service team, companies can follow the below methods:
1. Increase The Number of Service Hours
Increasing customer service hours is the most vital preparation that businesses can do for Retail Sales. If companies want to compete with the big players, they need to be able to offer more than just their traditional sales and support hours.
Moreover, they can also outsource their back office services to an outsourcing company to focus on what they do better.
2. Prepare to Scale
During Retail Sales season, companies will get many more calls from customers than usual due to these holidays. If they do not have enough staff members to handle the increase in calls, it will affect the company’s reputation and customer satisfaction levels.
So, companies must expand their customer service teams to be ready for the influx of customers during Retail Sales.
We at ARDEM provide Retail Outsourcing Services to retail businesses that help to streamline their processes and make them more efficient. This ultimately saves the company money and improves the buyer experience.
3. Prepare The Customer Service Representative
Companies must train their staff on how to handle common customer service issues. By doing so, companies can ensure that their customers receive the best possible service and support during this busy time.
4. Test Your Technology
Testing the backend technology is necessary to improve customer service during retail sales because it ensures that the systems can handle the increased traffic and load.
Companies can also consider outsourcing technology to an outsourcing company to benefit from innovation and gain access to advanced tools.
The ARDEM Survey Manager lets you keep track of everyone’s answers to your surveys. You can lower your costs and get more information to help your business grow by seeing all the responses.
5. Utilize CRM
Companies will need to connect a CRM with their business to manage the enormous number of client information that must be captured and stored for later use during the busy sale season. If companies already use a CRM, they can look through its features and capabilities to see if an update is necessary.
They can also utilize CRM from an outsourcing company.
6. Improve Turnaround Time
Quick turnaround time is key to keeping customers happy and preventing negative experiences that tarnish the company’s reputation.
By ensuring that the customer service team is prepared for the influx of inquiries, companies can help ensure a positive customer experience during one of the busiest shopping periods of the year.
Improve your e-commerce platform and database to make better, more informed judgments based on facts. Data enrichment or data extraction services from ARDEM contributes to more satisfying consumer experiences by including fresh product descriptions and competitive analysis of rivals.
7. Provide Omnichannel Customer Service
An omnichannel customer service experience is essential to improve customer service during Retail Sales because it allows customers to communicate with businesses through multiple channels, such as phone, email, chat, and social media.
This ensures that customers can always reach a business when they need assistance and that companies can provide a consistent experience across all channels.
Conclusion
Retail Sales are the test days for demonstrating a retailer’s customer service and journey.
Retailers must prioritize the needs of their consumers to safeguard their brand’s reputation, cultivate brand champions, and win over loyal customers. In the digital transformation era, it is crucial to use the appropriate technology to improve customer experience.
ARDEM provides Business Process Outsourcing and Business Process Automation Services to established companies to help them improve operational Efficiency and Reduce Costs. For more information please reach out to us at pricing@ardem.com or call us at 908-359-2600.
