With Black Friday around the corner, the holiday shopping frenzy is almost upon us.
If 2013 is any indication of things to come, mobile shopping taking center stage this year. According to the Adobe Digital Index, 2013 online shopping trends indicated that consumers took full advantage of their mobile devices to “shop on the sly” on Thanksgiving Day and “omnishop” while in stores on Black Friday. In an attempt to play every angle possible, retailers poured money into new mobile capabilities this year by adding WiFi to key stores, expanding mobile application offerings, and optimizing Web sites for easier transactions from small screens. These investments in mobile paid off, driving customers to use their smartphones and tablets more this year. Over the two shopping days of Nov. 28 and 29, nearly one out of every four online sales dollars (24%) occurred on one of those mobile devices. This resulted in a 118% increase in sales year-over-year (YOY) coming via these devices.
With this increasing mobile shopping activity comes an almost certain spike in customer service interaction. Retailers must be prepared to engage with their customers across every possible channel. As my colleague John Cray writes in his most recent blog published on Contact Professional:
“More than a third of Americans (37%) admit that they’d rather eat year-old fruitcake than contact a customer service department. But times when customer complaints, questions or other issues spike doesn’t have to drain the quality from your customer experience. Heed the resounding majority of consumers (91%) who call for contact centers to be better prepared to make the experience painless…Whether an outlet store, bank, airlines, or other professional service company is trying to improve its current customer service performance or prepare for a potential surge in customer issues, it’s important to note that choosing the proper tools and software is a critical component to empowering agents to be more productive, and enabling managers to better optimize the customer experience.”
Click here to read how our contact center experts tackle some common questions to help contact center managers deliver excellent customer experiences all year long, and across the myriad channels being used by today’s connected, mobile consumer.