UC Makes Green Monday Even More Efficient

    Yesterday was Green Monday - the busiest online shopping day of the year, surpassing Cyber Monday - and many retailers realized a boost in online traffic as shoppers scramble to get good deals and free shipping in time for Christmas. But even though online shopping is supposed to eliminate hassle, it can sometimes be as frustrating for customers as waiting in long lines at the mall. Companies need to prepare for the influx of online holiday shoppers and be sure they're ready to manage technical issues and provide the best possible customer experience.

    That's why some businesses are turning to Unified Communications (UC) to help keep customers satisfied, not stressed. With UC, calls can be rerouted to protect against lost sales from a system outage, and customer service reps are able to answer more calls and shorten the length of time customers are on hold, as well as help customers via Live Chat. The popular modern design store Design Within Reach, for example, deployed a ShoreTel UC system that allows it to create unique greetings for each studio to inform customers about sales and promotions. Another customer, McKenzie Sports, is using unified communications to enhance its contact center operations and safeguard against lost phone orders.

    It's challenging enough to get consumers to spend money during a recession, so the last thing a retailer wants is to have unhappy customers abandon their shopping carts or hang up the phone because of poor customer service. Unified communications is yet another tool reseller can use to enhance the customer experience.

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