Customers give you their business and their loyalty throughout the year. You can give back to them during the holiday season by giving them gifts that will help optimize their experiences with your organization. Read on to discover the three best gifts you can give your customers this holiday season:

Flexibility

You can give your customers flexibility by introducing new channels into your contact center. According to CX Today, around 57% of customers from all generations prefer engaging with businesses via digital channels. Traditional, voice-only call centers no longer suit the needs of modern customers.

Providing your customers with the flexibility to reach out to you in the way that works best for them – whether that’s email, instant message, text message, social media, or some other channel – is one of the best gifts you can give them this holiday season. Rumor has it that Santa Claus himself is accepting emails these days. If a 1700-year-old man can modernize, your organization can too!

You can further increase flexibility by adding bots that can handle interactions outside of your business hours and/or handle interactions in more languages than your agents can speak. These bots allow your customers to access service at the time of day that works best for them and in their preferred language, increasing satisfaction and likelihood of loyalty.

Time Savings

The holiday season is often one of the busiest times of the year for people, and so many could use a little extra time in their day. You can gift your customers a little extra time by optimizing your contact center for quick, efficient service.

• Consider adding a CRM integration that screen pops customer information to your agents, allowing them to save time on customer and problem identification.
• Use Agent Assist and AI-powered insights to automate call summaries and more, allowing agents to reduce wrap-up time and serve the next customer faster, ultimately reducing queue wait times.
• Implement intelligent routing to route your customers to the best-suited agent right away, minimizing transfers and increasing first contact resolution.
• Use a workforce management integration to optimize staffing levels and minimize wait times in queue.
• Add self-service options like chatbots to eliminate the need for customers to wait for an available agent at all.

Personalization

Nothing can make a customer feel valued quite like personalized service. Everyone can agree that receiving a personalized gift under the tree is far better than receiving something generic that you have no interest in.

Similarly, customers want to receive service that is best suited to them. According to McKinsey & Company, 71% of customers expect personalized service and 76% get frustrated when they don’t receive it.

Adding a CRM integration to your contact center allows your agents to quickly and easily access customer information that will help them to offer personalized greetings, recommendations and more.

The Gift That Gives Back

Giving your customers flexibility, time savings, and personalization – during the holidays and beyond – helps ensure they stay happy and makes them more likely to continue giving you their business in the new year.

For more ways to optimize your customer service by taking advantage of existing contact center features you might not be using, check out these contact center tips!

Happy Holidays!