Prelini Udayan-Chiechi reflects on World Kindness Day and the lessons that can be learned in the run-up to Christmas.
Christmas is coming, and online retailers are bracing themselves for the busy holiday season. Based on Zendesk research from 2016, it’s estimated that over 90% of UK customers will buy gifts online – and over a third will encounter issues requiring customer service.
Staggeringly, only 25% of people see kindness in their fellow citizen. So, in celebration of World Kindness Day, here are three top tips for delivering kinder and more memorable customer experiences, from the contact centre, this Christmas:
1. Make a List (and Check It Twice)
With more than two-thirds of customers preferring self-service over outbound interaction, an effective and up-to-date knowledge base is more important than ever this Christmas.
2. Santa’s AI Helper
Over the holiday season, ticket volumes can increase by as much as 42%. For the most common queries, AI solutions like Answer Bot can help customer service representatives focus on what they do best – solving complex problems and building better customer relationships.
3. Christmas Chatter
More customers than ever are turning to live chat to get quick resolutions for their issues. Smart technologies such as skills-based routing and shortcuts can get queries directed effectively and quickly!
To find out more about Zendesk, visit: www.zendesk.co.uk