02 December 2020
3 weeks to go! The Christmas rush begins!
Christmas is three weeks away, which means that seasonal retail has opened its doors for business, with the mad rush peaking on the horizon. This year, due to the pandemic, will be different. Most retailers are predicting a surge in online shopping in the coming weeks as compared to previous years, since many customers are avoiding crowds or larger volumes of people. This will leave many customer service departments struggling to cope with the influx of incoming messages and phone calls from customers both before and after purchase. Click4Assistance has been managing peak periods of customer service like this for over 15 years, and here are a few ways we can help you manage the days with as little headache as possible.
Live chat website to save the day
The Christmas rush brings with it the chaos of ringing phones and unhappy customers. This year, customers will take to websites rather than shopping centres to purchase all their Christmas shopping and have it delivered straight to their door. This puts a greater emphasis on the communication between your business and customers on your website, making your live chat website a key player. Telephone calls can only be handled one on one as opposed to live chat, which a customer service agent can chat with multiple customers simultaneously. With the increased use of live chat with your customers, you will find that your call volume will reduce, decreasing your customer’s hold time, and giving your customer service agents the flexibility to speak with 4 times more customers in a day than without your live chat website.
Use artificial intelligence for the heavy lifting
An influx of customers means that your customer service agents will be overwhelmed. This is where artificial intelligence can really help. Your website visitors can be greeted and engaged immediately by Click4Assistance’s artificial intelligence chatbot, Artie, who works 24/7 and can speak with an unlimited number of website visitors simultaneously. This allows your customer service agents to focus on the more complex customers that require human intervention. The requests that Artie can manage are simple greetings, basic questions such as contact information, locations and opening hours, and help with website navigation and sales, which will positively impact your customer service experience and also increase your potential revenue on your website, since Artie will be up-selling and cross-selling on your behalf.
Slow the spread with a WFH policy
It’s easy to forget sometimes that the pandemic is still going on. Now more than ever, we need to slow the spread of coronavirus, influenza and other winter ‘bugs’ to reduce sick time off and keep everyone in our communities, offices and bubbles safe and virus-free. A work from home policy where possible can help with this. Click4Assistance is designed to be accessed seamlessly from any laptop or desktop computer with a Chrome browser. With the customisable dashboard, your customer service agents can access their individual workflows as they would in the office, with all the distractions hidden and the stuff they need to focus on right in front of them. The Click4Assistance dashboard has everything they need: live chat, video chat, Click2Call, direct messages from social media and even your own CRM integrated, so they can get straight to work without any hiccups.
Click4Assistance has been supporting businesses just like yours for over 15 years. With a robust customer service software solution including live chat, video chat, artificial intelligence social media direct messages and Click2Call, your customer service team will have everything they need to become customer service productivity powerhouses, no matter where they work from. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your business’ productivity for 2020, give us a call on 08451235871 or send an email to firstname.lastname@example.org and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.