If you’ve ever wondered who is answering your calls and emails when you’re making online purchases, chances are it might be Colorado based Press-One, a contact center service provider contracted by online retailers and other companies. According to Press-One, they assisted their client’s customers with a new customer service record of 23,000 new purchases over the three day buying cycle from Black Friday through Cyber Monday.
“Our teams were the busiest they’ve ever been over the holiday weekend, answering emails and handling telephone calls. The volumes we saw on behalf of just one of our e-commerce clients was 250% of what was initially forecast – and that forecast was initially considered aggressive!” said Tom Clark, Press-One Operations Director.
“As was seen in virtually every other category of retail, customers are increasingly choosing mobile devices to facilitate purchases. The experience is usually easy” said Press-One founder, Andy Orr. “But, when a customer is having problems with selections or navigation or payment, every second our response is delayed is one less percentage point that the customer will finalize the purchase. Our customer response teams, tech support and IT folks did a stellar job of getting everyone processed in a timely fashion.”
Press-One helps dozens of companies in myriad industries with customer and technical support. When asked via email which categories of retail were the most active, Orr replied, “Our contractual agreements don’t allow us to comment on specific client volumes but, it’s safe to say that we saw a significant increase in older customers migrating to the web for their holiday shopping. To put it simply, more people are becoming more comfortable with shopping online and more people are seeking assistance with their purchases.”
Press-One is headquartered in Fort Collins, Colorado and was a 2016 American Business Award winner for the contact center categories of “Best Customer Service Team” and “Veteran Owned Business Of The Year“.