Customers are shopping earlier, demanding answers more quickly, and expect a virtual smile with every touch point. Can you deliver with bells on?
In 2015, shoppers shattered the ceiling on Thanksgiving and Black Friday by spending $4.45 billion online and online sales rose 26% on Thanksgiving last year alone. According to the IBM Watson 2015 Holiday Report, Cyber Monday was the biggest shopping day of the year, increasing 17.8% over the previous year, while Black Friday online sales increased 21.5%. With online holiday shopping only expected to grow, retailers should consider maximizing profits with live chat in the following ways:
Personalize Agent Messaging
Personalized, top-notch customer service is critical during the holiday surge, as 73% of customers cite friendly staff and great service as the top reasons they love a brand. Online customer service reps can emulate the cheerful holiday vibe of brick and mortar stores by sending a few simple personalized chat messages that use the customer’s name, reference a product in his or her cart, or acknowledge a customer’s loyalty club status. Enterprise live chat solutions that integrate with leading CRMs and eCommerce platforms, and which offer complex proactive chat triggers and customizations, can help your team achieve this.
Cart abandonment results in $18 billion in lost sales annually. Live chat has proven to be one of most effective ways retailers can assist customers moving through the buyers’ journey online—before a cart is abandoned. By quickly answering questions, initiating chats when exit behaviors appear, and offering upsell guidance, live chat reps can improve conversion rates and boost sales. According to one survey, 38% of respondents attributed their purchase directly to a chat session.
Make the Most of Mobile
In 2015, smartphones accounted for 44% of online traffic on Black Friday so make sure your site and chat solution are optimized for mobile traffic. While your live chat solution may be ready to assist your customers, an archaic or slow site will certainly hurt your earning potential.
Prepare for Flurries…of Questions!
Major spikes in ordering and online shopping activity mean an onslaught of activity for your customer service reps. Preparing for the busy holiday season with a powerful live chat solution that includes chat logs, workflows, smart routing, and unique user agent roles, allows you to simplify and speed service even when inquiries spike. Make sure your enterprise live chat solution allows you to keep customer service reps in check no matter how busy the holiday season gets. Velaro offers powerful routing and reporting tools, provides real-time feedback, and allows managers to perform KPI management quickly and easily to ensure reps are delivering consistent customer service. Because an uninformed or struggling customer service agent paired with a harried holiday shopper is a recipe for disaster.
Make sure your company is prepared to serve the surge in customers with a strong online chat solution this holiday shopping season. Get a free trial today.