And with the use of digital channels booming, this means that a customer call deflection is a vital tool. More remote purchases equal greater strain on customer service agents.Īcknowledging the power of effective communication with customers should be at the core of every retail game plan. According to e-commerce consultancy Wunderman Thompson Commerce, spending is set to shrink by 22%, however, online spending is expected to surge. The winter period is undoubtedly set to be a challenging time, so retailers will need to switch up their customer service strategy to get the most out of Black Friday, Christmas and January sales.
An ever-growing list of household names, including Marks & Spencer, Boots and John Lewis, have announced thousands of job cuts.Īs a result, many customer service teams are overstretched, leaving them less time to focus on individual customer queries or complaints. In the UK, consumer spending habits are far from clear, and while retail figures have started to rebalance, clothing and footwear sales have continued to suffer. But in 2020, many retailers have been forced to concentrate on merely staying afloat as they grapple with the effects of the pandemic, often taking a massive financial hit. Up until now, annual customer service strategy for the busiest shopping period of the year have been set in stone, agreed months in advance.
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