The “new normal” for customer service teams in retail and eCommerce is that every day they are dealing with Black Friday levels of customer inquiries, according to data from across Ada’s customers. Conversations exploded as high as 145% above Black Friday volume initially when COVID-19 lockdowns began and maintained that level of activity through July.
Make sure your customer support team is ready for this unusual holiday season. Download our article to learn how to get ahead of volume spikes and continue delivering great customer service.
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"63% of customers will leave a company after just one poor experience, and almost two-thirds will no longer wait more than 2 minutes for assistance."