The holidays are upon us, and that means time off with the family, enjoying the simple things in life, and goodwill towards all. I’m just kidding, it means people are going to start shopping like mad. So how will today’s technology play into it? A survey from BoldChat has found some interesting results.
About half of all companies in the survey actively prepare for the holiday season, which tends to be important for their business. When that happens, chat agents are the ones who have to prepare for an influx of customers, whether they deal with email, phone, or social networks. Customers may be looking for a good gift, or upgrades, or just getting information about what they have, but all the channels are in use.
However, those customers who go online are likely to find good deals. Aside from “Cyber Monday,” the online equivalent of Black Friday (News - Alert), there will be plenty of specials and discounts for those who shop online. Some of these will be found through landing pages, on-site, or even through chats with agents.
The survey also asked what respondents want in their live chat applications to prepare for the holidays. The responses tended to include a floating chat button, proactive chat, new proactive invitations and rules, and more power to the agents. However, these are not limited to the holidays; each of these can be useful year-round, regardless of the season.
In short, while businesses (particularly retailers) will have a lot to prepare for this holiday season, the chat tools they want are useful all year. The holiday season may affect how many chats agents have to deal with, how they are staffed, and the quality of the chats, but the essential tools and necessities for chats remain the same.
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