Retail Customer Service Trends You Can not Overlook in 2021

The online stores and eCommerce saved the world during the pandemic. Right from delivering medicines to household essentials, the eCommerce sector has been the lifeblood of people around the globe. Brick and mortar stores and local businesses also went online to survive the crisis. As a result, this drastic digital transition has changed customer behavior abruptly. So, there is a greater need for a redefined approach towards retail customer service. These demands increased the reliance on retail call center services.

Digitization has increased online shopping, and also customer expectations have rocketed. They need a faster response, real-time solution, swift replacement and return, faster delivery, and smarter digital customer care.

Here are the top customer service trends in retail that you can meet with the help of retail contact center solutions. 

Complex queries and longer resolution time

While most of the online shopping and order processing has been automated, and customers are provided with easy self-serve options through various apps and websites, it is expected that the most challenging and complex queries are left for customer service agents. Thus, the resolution time also increases. If a retail call center is equipped with the right technology and skill set, they can help you bring down the average request handling time and increase customer satisfaction.   

Chat support might overtake phone

Customers want convenience and what is a more convenient choice to get connected to a brand than chat. It is the go-to customer service channel that most customers prefer today. They don’t have to switch channels to communicate with your business. While the call volumes won’t decrease, but the new generation would certainly prefer chat overcall. So, make sure you have the right resources and widget under your hood to get going.   

More new customers

eCommerce shops and online shopping portals are experiencing an influx of new registration and customers each day. The reason is obvious. So, to convert new customers into loyal customers, you need to engage them continuously, at a consistent level. 

Engaging customers at a higher level is a breeze with retail call center solutions.   

Demand for omnichannel, multilingual support

The rising expectations on retail contact centers clash with the struggle to manage remote workforce, disconnected or lack of technology, and unpredictable demand. Asking for language preference adds to the storm perfectly. However, some experienced third-party providers in the USA can handle the storm pretty well and offer multilingual, omnichannel retail call center support to help your business grow in the toughest of times.   

New delivery options require more incredible customer support

Curbside delivery, contactless shopping and take-away in-store experiences are gaining momentum. Buyers are getting accustomed to these delivery options and expect retail companies to keep providing these choices in the future.

The customer support team needs to work closely with the logistics department and the customers to keep providing these services. An increase in customers seeking customer support with Tier 1 queries about order processing and status updates will be a future trend.

Hence, hiring retail call center services with automated solutions and expert agents can up the game for your retail business altogether.