Every leadership team is talking about AI, automation and reducing costs. They are important conversations. However, after more than 25 years supporting customer operations through peak trading periods, we can tell you that something far more immediate will cost many businesses revenue this winter.

Customers who give up before you ever have the opportunity to speak to them.

The statistics are difficult to ignore. Alongside the customer behaviour data shown above, recent UK consumer research found that:

• 78% of customers have actively backed out of a planned purchase because of a poor customer experience.
• 70% of buyers choose the very first business that responds to their enquiry
• 66% of British consumers will walk away from a brand after a single broken promise

The reality is that customers no longer compare your organisation with your competitors. They compare you with the best customer experience they have received anywhere.

As we approach another busy autumn and winter trading period, many retailers, logistics providers, financial services organisations and subscription businesses face exactly the same operational challenges.

Absence levels increase.

Demand becomes unpredictable.

Customer expectations continue to rise.

Internal teams are already working at capacity.

The traditional solution has always been to recruit temporary staff. Unfortunately, recruitment has become expensive, training takes valuable time and by the time new colleagues are fully productive, the busiest weeks may already have passed. That is why more organisations are choosing a flexible outsourcing model.

At Echo-U, we become a seamless extension of your customer service operation. Your customers receive the same professional experience they expect from your own teams, whether they contact you by telephone, email, live chat, WhatsApp or social media.

Our experienced UK based advisers can quickly increase capacity whenever demand exceeds your in house resource, helping you protect customer experience, safeguard revenue and maintain service levels during your busiest periods. If you’re already planning for peak trading, now is the time to ask a simple question.

Can your current operation cope if customer demand increases by 20% tomorrow?

If the answer is “probably not”, we’d be delighted to share how we’ve helped organisations protect revenue and customer experience for more than 25 years.

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