Surviving and Thriving in the Holiday Rush with ITC

shutterstock_157764830Black Friday rings in the retail world’s inevitable holiday rush. Crowded stores, long lines, frantic shoppers and overwhelmed salespeople define the season for many of us. So, it’s not surprising that this year’s Thanksgiving weekend, more purchases were completed online vs. in-store. While this relatively new shopping trend is great news for e-retailers, the spikes in consumer activity can sometimes make it hard for e-retailers to keep up with high volumes—and even harder to give amazing service to every customer.

Not so for Newegg. Leveraging the ITC platform, this e-retailer delighted thousands of customers with efficient digital customer service during the November holiday kick-off, most often through the convenience of their customers’ mobile devices.

Black Friday Volume

Let’s be clear, in the US alone Newegg interacts with thousands of customers each month via text messaging, social media and messaging applications (like Facebook Messenger) to provide customer service. When the holidays arrive, that volume typically triples. This year, in just four days over the Black Friday Weekend, Newegg’s digital team interacted with a regular month’s load of support-seeking customers. In terms of customer preference, 58% of those conversations were carried out over text, 33% over Facebook Messenger, and 9% over Twitter.


The most common inquiries to start the holiday rush included questions about shipping and delivery dates, payment options and promotional details. Customers also sought to modify their orders, learn about warranties and change their delivery plans. The vast majority of these inquiries were quickly resolved over text-based digital channels.


Incredibly, the average handle time required for Newegg agents to resolve an inquiry was just 2 minutes and 5 seconds – considerably shorter than handle times on phone calls.

What does this mean for Newegg customers? Faster service, support from knowledgeable representatives and overall, a great service experience:

@NeweggService you guys replied! thanks! your customer service is really one of the best ive experienced!

@NeweggService Excellent twitter service, fixed the problem in 15 minutes. Thanks William.

@NeweggService Making things right with their customers! Thanks, guys! #greatexperience

What does this mean for Newegg? Significant efficiency gains in the contact center and the ability to respond to a far greater number of customers in a much shorter time than could be achieved on traditional channels, like phone. Not to mention happier customers who don’t have to wait on hold and the ability to assist with sales that might have otherwise been lost if customers grew tired of waiting.

9 in 10 consumers report holiday shopping experience will be an important factor in choosing retailers in 2017, and providing convenient sales and service channels can play a key role in enhancing these experiences. By connecting companies and consumers digitally, the right messaging platform can relieve at least some holiday stress, for both your customers and your company.

Interested in finding out more about how digital communications can help your company survive and thrive? Connect with ITC to receive a free demo:

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About the Author: Lindsay Sine

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