Retail call volume doesn't follow a calendar. It can surge during a flash sale, spike after a product launch or climb when a delivery problem affects thousands of customers at once.
Whether it’s securing the perfect gift for the holiday season, taking advantage of a flash sale, or seeking information on a delayed or missing package, consumers want personalized and fast transactions. Despite greater adoption of emerging platforms, phone calls remain a vital communication channel to address those very needs.
The sound of a voice on the other end of a conversation can conjure feelings of reliability, control, and trust at a time when consumers are increasingly wary of authenticity and potential scams. But the venerable, time-tested mode of communication is not without its perils for retailers. Consumers are tired of seemingly nonstop spam calls, suspicious of unknown numbers, and frustrated by poor connections and dropped calls during important and often emotional discussions about service.
Retailers need to have a flexible, secure voice foundation that scales instantly, embeds directly into apps and support tools. Plus, every call—be it for offering support, answering delivery questions, or making exclusive and personalized offers—is an opportunity to build the relationship instead of straining it.
If all is going well for a retailer, they will experience strong sales and an increased number of shoppers during Black Friday—the top shopping day for both in-store and online, according to the National Retail Federation—or when a new product launches.
The challenge is pinpointing exactly when the high volume of calls will occur.
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