For many retailers, this is by far the busiest time of the year. While many people still enjoy the delights of Christmas shopping, seeing the decorations and browsing the Christmas markets, it’s also true that many of us also rely on online retailers, simply because of the convenience and the special offers that we can find.
Behind the scenes though, there is a complex network of logistics and communication, to ensure that customer orders are processed and that their enquiries are dealt with smoothly. Not only does this require coordination on the order side, it requires close management on the delivery side. And, customers need to be updated regarding the progress of orders and scheduled delivery times.
For retailers, this is a sensitive time. Much of your business may be crammed into a short and urgent period, so it’s critical that you get it right. You must be able to take enquiries, manage communication with customers effectively and ensure that your distribution is seamless. Failure to get this right can lead to a poor experience and customer dissatisfaction, which means your customers may not return for their next order.
That’s why an effective contact center is critical. You need to be sure that you process all enquiries, across multiple channels and can provide the updates that your customers expect. We enable you to seamlessly manage all communications and provide deep integration possibilities with your logistics and delivery systems.
If something caused service disruption this year, then perhaps it’s time to think ahead and make sure you’re ready for the rush in 2019. We know you’re probably looking forward to the festive break, but if you have time, why not find out how jtel has helped a leading e-commerce and online retailer ensure operational effectiveness and deliver outstanding customer satisfaction?
Read our case study to see how jtel’s contact center expertise helped Chal-Tec deliver!