Holiday season is round the corner and one of the largest postal companies in the Netherlands, PostNL, is preparing for a tsunami of packages. With the current corona crisis there has already been a steep growth in online shopping. However, with festivities about to begin PostNL expects that there will be a 60 to 70 percent increase in their parcel numbers since those at the beginning of the year.
With this in mind, this is a prime time for businesses to prepare for the impending overload of customer service complaints and queries this season brings. With popular events such as Black Friday and Cyber Monday on the horizon the importance of a good customer service experience is more important than ever.
Therefore, the implementation of live chat services is fundamental during this busy time. By using this communication channel the high volume of customer queries and complaints are more easily managed than that of traditional call centers. For example, one chat operator is able to converse with up to six customers at one time saving businesses time, money and ultimately maintaining great customer loyalty and satisfaction.