Customer service teams under increasing pressure in post-Christmas period

Published on 02 January 2013 by in Latest News

Christmas gift returns customer interaction management apps Customer service teams under increasing pressure in post Christmas period

This January is likely to be an incredibly busy season for many retailers’ customer service departments, as new research shows internet searches relating to returns policies surged 250 per cent this year compared to last Christmas.

James Murray, one of the customer interaction management experts behind the research, commented on the finding, stating that,

“Sadly not everyone gets exactly what they want at Christmas and so Christmas Day and Boxing Day are key days when consumers go online to spend Christmas money or organise returns for unwanted gifts.”

Technology giant Apple tops the list of most researched returns policies, though specialists suggest this may be merely down to gift buyers mistakenly purchasing the wrong model, citing that five of the most requested gifts this year were Apple products.

“This is probably a case of parents and grandparents confusing the various models of iPads and iPods available, as although an iPad Mini and an iPod Nano might sound similar, they are clearly very different products,” explains Murray.

Given the continued growth in mobile uptake rates, it is important for retailers to provide consumers with the option to contact their customer service teams via mobile devices, potentially via a dedicated customer service application.

This CIM app option could prove particularly attractive to businesses, given that 95 per cent of consumers see the format as a convenient method of contacting a company. Additionally, 72 per cent of consumers admit they have a more positive view of companies which provide CIM via mobile, with 81 per cent suggesting they are likely to tell others about a positive app experience.

For further information on how today’s consumers feel about mobile customer service applications, take a look at numero’s latest infographic.

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