5. Launch an omnichannel contact center in the cloud
Every holiday season, retailers anticipate a surge in calls and emails from customers looking for products or checking on the status of their orders. Add in the complexities of a pandemic, and customer service teams are sure to face even more inquiries this year.
To handle the surge, consider deploying an omnichannel customer service center – which can be set up rapidly in the cloud – to manage customer conversations effectively. Conversational bots can deliver personalized service to customers to solve common inquiries. Customers enjoy more self-service and questions answered quickly, while agents are freed to focus on the most complex cases.
Amid this year's shifts in consumer behaviors and company business models, experience-led strategies, analytical insights, and industry expertise remain vital enablers of a prosperous holiday season. Those who act now will thrive not only during the holidays, but also in the new normal for retail.