When times change, you adapt or die.
If you’re a business owner or contact center manager, digital technology and a renewed focus on serving the shopper has resulted in an increased emphasis on customer experience, or CX.
According to data from Adobe Analytics, daily e-commerce sales have increased by 25% in the U.S. in just the first three weeks of March 2020. But all those sales may actually be a mixed blessing. Customer service centers are experiencing an unprecedented uptick in overall call volume.
With “longer-than-average hold times” the new watchword, businesses must find creative ways to meet customer demand.
The reasoning behind this is simple: The longer consumers wait to reach a customer support agent—and more than 50% of customers won’t do business with a company after a bad experience—the more likely they will leave you for one of your competitors.
So, how do you deliver the service your customers expect—if you have to rely on customer-service agents working from home?
In this post, I share solutions that are helping retailers navigate the current economic uncertainty.
With more and more people turning to online shopping, the question is: How will retailers handle the corresponding rise in the number of customers needing support?
In a world that is increasingly on-demand and real-time, taking care of customers is paramount.
Of course, when customers call for help, you want to deliver a great customer experience. However, as many agents are forced to work from home, organizations are left looking for the best ways to continue supporting their customers using remote agents.
The only way to succeed in the face of uncertainty is to face challenges head-on.
This is not the time to be uncertain about your next move.
Yet that’s exactly what many retailers have done in the face of the current situation. Netflix and Roku are just two examples of brands who’ve scaled back customer-service.
When customer requests are up across the board and agents are getting a crush of support calls, customer service is not just a business process, it’s one of the most important elements of your business.
However, don’t simply stand back and copy your competitors’ strategies. The mark of a thriving business is that it is constantly evolving.
Now is the time to adapt quickly to meet customer demand and safeguard customers’ trust, especially for companies in the sectors that have been among the hardest-hit. Naturally, we have a few tips for you.
If you’re using at-home agents for customer service during these unprecedented times, here are four ways you can deliver a great retail experience:
In recent months, a lot has changed. RingCentral wants to help your organization continue its customer engagement activities during difficult times by making it easier for your work-at-home agents to serve your customers until those agents can return to the office or contact center facility.
There are a few ways we can help, depending on what you need. For example, RingCentral contact center can help support your efforts with:
Today, technology allows people to work from anywhere…on any device. But delivering a frictionless shopping experience is not an easy task. It takes the right tools, the right customer service reps, and the right approach (check out these tips and insights on servicing your customers with at-home agents). If you want to learn more about how to keep your customer service up and running at all times with work from home agents powered by RingCentral, check out our Covid19 Offer – Customer Engagement Platform. For a limited time, we’re offering an inbound voice cloud contact center or a digital customer engagement service with FREE seat licenses for 90 days.