takes the pulse of retailers ahead of the holiday shopping season
October 30, 2018
October 30, 2018
Today Simplr, the startup providing high growth e-commerce businesses with outsourced, on-demand U.S.-based customer service, announces findings from their retailer Holiday Shopping Season Survey. The survey, conducted earlier this year, analyzes the trends and pain points associated with handling customer service inquiries and issues among small to medium sized online retailers during the winter holiday shopping season.
The survey asked decision makers from small to medium sized e-commerce retailers for their feedback on their holiday business lifecycle and customer service support. Simplr found that many businesses see the holidays as a time of challenges with common business functions such as order fulfillment, returns and exchanges management, and customer support due to increased seasonal volume and interest.
Most companies reported that their holiday shopping season begins in October (35%) or November (37%), ending abruptly in December (48%) or January (47%).
Fulfilling (62%) and processing online orders (46%), processing returns (37%), and customer chat support regarding online orders (38%) are the most time-consuming actions (for the business) during the holiday shopping season.
Most companies still use email (92%) and phone (83%) as their primary method of inbound customer service requests and issues, but a rising number are using chat (43%) or a combination of either email or call and chat, particularly medium sized retailers (defined by 51+ employees).
80% of companies that use chat to handle customer service report using chat via the company website.
Speed (51%), cost (48%) and seasonal increase in volume (45%) are the greatest holiday shopping season pain points
“Our goal with this survey was to obtain data around the pain points and opportunities that small-medium sized businesses are seeing, particularly around areas that customer support touches, that can be leveraged to better understand the challenges they are seeing and how services like Simplr or others in the ecosystem can step in to help,” said Eng Tan, CEO of Simplr. “The better we are able to understand how these businesses approach the holidays, the better we are able to serve them and create solutions that strategically benefit small-medium businesses, a growing contingency of businesses online.”
In addition to the survey, Simplr has also developed a guide for e-commerce entrepreneurs and small business owners on holiday prep and planning, best practices and more – The E-Commerce Entrepreneur’s Guide to Crushing the 2018 Holidays, available here.