21 Nov Online Retail in the Festive Season: Data reveals convenience is key for millennials
In this post, we discuss the latest data on millennial shopping behaviour during the Festive Season and three simple ways you can improve your online customer service to convert more leads to sales.
Google recently published two visual reports of last year’s festive season to help businesses prepare for the upcoming Festive Season.
Both reports, the Holiday Retail Playbook 2019 and the Christmas shopping season I Marketing cheat sheet 2019, offer a glimpse into how consumers are shopping online.
Scroll down to download these Google’s free marketing resources.
One of the most interesting data points relate to millennials. Google’s data indicates millennials spend more time than any other generation online shopping – and they’re buying increasingly more.
Why millennial shopping behaviour, during the festive season, matters
As the young and upcoming workforce, millennials are starting to out-earn their parents, writes Martijn Bertises, the Country Sales Director of Google U.K.
That’s a magic combo of increased buying power and a natural affinity to online shopping, as the first generation to take to digital media at a young age.
This group also offers the first look into the consumer needs of younger shopping generations and these needs seem to point to convenience in an online shopping experience.
3 Tips for customer service in the Festive Season (specifically for millennial shoppers)
Tip 1: offer real-time customer service 24 hours a day
Both Google’s reports show not only that millennials are doing more online shopping, but also that they heavily rely on online product research.
Even before making in-store decisions millennials are likely do their research on specific products online.
That’s why you need to ensure you can offer around-the-clock customer service. If you don’t provide the answers millennials need to make immediate purchases, another site will. They’re just a click away.
In accordance with Google’s data, Forbes magazine also reported on 2019 survey that also points to qualities like immediacy and convenience that are increasingly important to millennials in their online shopping experience. They want quick answers and same-day delivery.
Tip 2: prepare for high volume peaks and a need for personalized support
The Festive Season is the perfect time to up your game. Consumers are eager to make purchasing decisions, yet they’re overwhelmed by the options. Google suggests that by merely being visible, you may increase your leads, as it simplifies the process for the consumer.
Yet, pouring marketing money into visibility when your customer service department is pointless.
Ensure that you have a smart online customer service system in place that offers real-time and human-based support. Your system needs to be able to handle high-volume peaks from all your online media platforms.
Tip 3: offer 60-second response times
Millennials aren’t one-size-fits-all gift-givers, and they have multiple loved-ones to find gifts for.
Most of them search for gifts in clothing and footwear (69%), fashion accessories (49%), jewelry (40%), mobile devices (31%) and sporting/fitness goods (22%), home electronics (49%), furniture & home décor (39%), household items (39%), small appliances (28%), home renovations (22%) and large appliances (21%).
That’s why you must make answering product questions as simple as possible with instant response times. Your competitors are in almost every product sector if you don’t make gift research effortless, one if your multitude of competitors will.
A 60-second response time can be the game-changer for your business.
A 3-1 customer service solution for the Festive Season.
With guuru you have a Customer Service Technology on hand that helps your business overcome high volume peaks during the festive season with 24/hour live support, without compromising on human-based support.
We leverage the power of A.I. and machine learning, to create a Customer Service Crowdsourcing Platform that taps into the rich knowledge of your existing clients to offer your potentials clients authentic support any time of the day.
If you’d like to find out how guuru can help you tailor your customer service specifically for millennial shopping behaviour during the festive season, connect with us here.