The holiday season is the most critical time of the year for retailers - they can make 40% of their revenue during these few months - and inspiring customer loyalty at this point of the year can make a huge impact. In fact, it’s your last chance.
One of the pillars of holiday customer care in 2015 is omnichannel support. Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary.