Us Brits are predicted to have spent a whopping £5.6Billion combined on Black Friday and Cyber Monday this year. With the average spend also predicted to be £251.20 each. Why the shift in behaviour? The digital era. Shoppers are now preferring speed and convenience rather than going into a brick and mortar store.

92% of those surveyed by PwC claim that they will have bought at least 1 item over the internet between Black Friday and Cyber Monday. This number includes 56% of all customers who intend to do all their shopping on the net!

Black Friday Human Interaction

Despite this HUGE increase in online shopping. The PwC survey discovered that 75% of consumers desire human interaction as part of the digital journey. Therefore more retailers are investing in assisted intelligence solutions.  Which therefore will create a seamless brand experience in order to compete in such a competitive online environment, this is according to Sameer Parvez, Head of Retail & Ecommerce at Teleperformance:

With sales predicted to be 800 per cent more than a regular Monday, it is imperative retailers have a digital customer experience in place that integrates chatbots with their existing customer interaction channels, alleviating pressure from customer service agents. The demand for chat services is significant, with over 50 per cent of consumers preferring this method of instant communication.

As more and more consumers go online, companies that adopt an omni-channel customer engagement strategy can retain an average 89% of their customers, deepening the relationship between the brand and the consumer.”

In order to stay relevant to consumers who now expect 24 hour communication, retailers must respond to this need and boost their digital online experience by considering a High-Tech, High-Touch approach. This gives shoppers the option to speak to a customer service advisor as well as round-the-clock online chat services.

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