Multichannel leads to successful service and spending this Christmas

Recent statistics revealing that retailers are at risk of losing £4.6bn this Christmas through poor customer service highlight the need to seamlessly integrate all communications channels, says Mark King, VP, Europe and Africa, Aspect Software.
 
“With evidence solidifying the rise in online retailing and Christmas spending expected to hit record amounts this year, it is extremely alarming that a large number of retailers are failing to respond to online queries,” states King.

The new Eptica Multichannel Customer Experience study found that only 48% of retailers could answer basic questions via email, and only 53% could answer basic questions online.

King said: “We’ve seen the struggle retailers have had with the high street, but failing to perform and bring in the all important ‘big bucks’ during the golden quarter can cement a retailer’s fate in the wrong direction. The retail sector is notoriously competitive and not only does the service delivered affect the success of a retailer, but so does the festive season.”
 
“Consumers no longer want to phone a call centre and sit on hold for hours, and quite simply, they don’t expect to in this day and age. Retailers must mirror the consumer demands for multichannel retailing by seamlessly integrating all channels, to provide a consistent experience in which they can interact in whichever way they want.”

“Retailers that have implemented a strong communications strategy and integrated channels possess a real advantage over their competitors, and pleasing customers this Christmas is absolutely vital,” concluded King.