Turn customer service agents into inside sales reps
With concerns about a worldwide recession, it’s no surprise that shoppers are in a bit of a slump. But there’s some encouraging news: Consumers across the globe are estimated to spend $1.301 trillion more on retail goods in 2022 over the previous year—and digital spending is expected to total $5.717 billion worldwide.
“Consumer staying power may be waning, but it’s showing few signs of breaking,” Tim Quinlan, a senior economist at Wells Fargo, told Reuters. “Overall spending will continue to moderate as inflation persists and tighter monetary policy begins to weigh more meaningfully on consumption.”
While consumers may not be ready to splurge on unbridled spending sprees, many are clearly willing to open their virtual wallets. And smart ecommerce leaders are positioning their CX teams to not only resolve customer questions quickly and personally—but to also act as sales reps.