Kustomer Publishes Guide To Prepare for the Digital First Holiday Shopping Season This Year's Digital-First Holidays Season - Kuosomer: The Guide to Prepare For The Digital Premiere Holiday Season!
As part of the holiday shopping season, Kustomer released a special report, titled "Prepping the Holiday Season". The report was developed to help retailers deliver an effortless customer experience, before the holidays season.
As the pandemic hit, 2020 hit CX organizations even harder than usual. Last year, organizations were plagued with limited staff, long wait times, shipping issues and complex customer inquiries. The report says 68% of CX organizations saw a higher increase in inquiries during the 2020 holiday season than in the 2019 holiday. In addition, 46% of CX organizations were heavily impacted by returns after the 2020 holiday season and 64% said they saw more returns inquiries during 2021 returns season compared to the previous year.
85% of consumers who shopped more often in the past year plan to continue to do so once the pandemic is over, suggesting a record-breaking digital holiday shopping season that will require ample online support. CX organizations need better knowledge and tools to prepare for the expected holiday influx and deliver services that are highly customized to each individual shopper.
In the holiday season, the customer service becomes increasingly increasingly regarded as a revenue and not monetary center, especially when the customers are angry, so the company has no doubt that customers will be able to make profit. "We are pleased to offer today's retailers the best insights and the technology they need to meet and hopefully exceed the full spectrum of customer needs during the holiday shopping rush in cost-effective manner." To reduce returns, the importance of delivering proactive messaging is to inform customers of shipping delays and other logistical issues, preventing a deluge of service inquiries.
The report provides valuable advice to retailers about how to scale customer service at every point of the customer journey without sacrificing the personalized, consultative support now required in a digital-first world. This includes proactive measures and how to leverage technology and tools like AI, automation and sentiment analysis.
Kustomer's customer service CRM platform allows users to view the customer journey with seamless omnichannel communications, and automate up to 40% of all conversations without compromising quality. The platform has helped hundreds of the fastest growing brands like Ring and Glossier significantly improve their customer experience.
About Kustomer Kumomer. Kustomer is a top-rated CRM, helping leading brands deliver customer service that creates life-saving customers. Kustomer scales to meet the needs of contact centers and businesses, enabling companies to deliver dependable, consistent, personalized service and support via a single timeline view. Today, Kustomer is the core platform for many of the leading customer service brands such as Ring, Glovo, Bellsier and Sweetgreen. Kustomer is a centralized business with headquarters in NYC. It was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $174 million in venture funding and is supported by leading VC
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SOURCE Kustomer, SPORT KUSTOMER.