Consumers are expected to do more of their holiday shopping online this year, eschewing the in-store doorbuster sales that have drawn crowds in years past.
That doesn’t mean shoppers won’t have questions along their buying journey. And, since they’re likely shopping from the comfort of their couch, rather than in a store staffed with associates to answer questions, it’s a safe assumption that contact center volume will likely see a serious spike over the Black Friday/Cyber Monday weekend.
StellaService collects customer service performance data from retailers on a daily basis, and increases its sample over the four-day holiday shopping weekend. In 2013, StellaService placed five calls each day to 60 of the most popular online retailers, amounting to 1,200 calls during the four-day shopping bonanza.
Considering historical retailer performance, what should shoppers expect when they dial their favorite shop with a question?
Last year, high-end apparel retailer Net-A-Porter set …