Making Your Customer Service Experience Merry and Bright Over the Holidays

With the holiday shopping season right around the corner, you may be making your list and checking it twice to ensure you don’t forget a single thing this year. Meanwhile, endless options both online and in-store can make it feel overwhelming to find the perfect gift for everyone on your “nice list.” In all that hustle and bustle, there’s nothing worse than adding another trip to the store or dealing with frustrating customer service.

Fortunately, retailers are helping take the hassle out of shopping for your loved ones by tapping into technology built to assist you during the entire process — from browsing, to purchasing, to shipping and service. According to a Genesys study, 76% of organisations are using AI to personalise customer experiences, which means support, product recommendations and discounts tailored specifically for you. As AI becomes more mainstream in customer service, it can become the personal assistant you need, giving you a more enjoyable experience without even having to visit a store.

While retailers are working to make shopping merry and bright, Ginger Conlon, Customer Experience Advocate at Genesys, has steps you can take for better, faster customer service this holiday season.

Avoid the busiest hours: If you’re calling for support, reach out in the early morning or late afternoon. Genesys analysed the number of calls to US retailers’ customer service lines during the 2023 holiday shopping season (Nov. 1–Dec. 25) and found that the hours of 10 AM through 12 PM ET were overall the busiest times, which could mean longer hold times for you.

Ask the bot: With 24/7 availability, using chatbots can make it easy to get help faster. Genesys research showed that nearly 90% of surveyed organisations are using chatbots for customer service. Taking advantage of this easily accessible support tool can save you a little extra time when you’re looking for information like return policies, the status of an order and other simple questions. And as AI continues to advance, expect chatbots to evolve into even more helpful virtual agents capable of handling more complex needs.

Explore your options: Reaching customer service by phone isn’t your only option. Using one of the many communication avenues businesses offer like chat, email, social media or texting can provide the help you need on your schedule.

Skip the hold music: Instead of waiting on hold, opt for customer service to call you. Many customer service lines offer callback options, letting you get on with your day without losing your place in line and letting them come to you. In an era where time is money, enjoy the convenience and flexibility that this helpful support feature offers.

Don’t be a Grinch: The holiday season is a particularly busy and difficult time for customer service representatives who may deal with hundreds of frustrated shoppers every day. Don’t be one of the many customers who have lost their temper during service interactions. Remember that agents are there to help you. If you’re feeling stressed, pause for a beat — it will make for a better experience for both you and the representative.

This holiday season, use technology to your advantage to skip the lines, get top-notch customer experience and navigate the post-holiday service rush. Happy shopping!