6 Customer Service Tips For the Holiday Rush

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For most retailers, once the clock strikes midnight on Black Friday, they will constantly be racing against an unforgiving clock to solve every holiday customer question. This is why there is no better time of year than to pull out all of the stops to make sure every agent is as fast and productive as possible.

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6 Customer Service Tips For the Holiday Rush

  1. 6  customer  service  -ps  for  the  holiday   rush  
  2. The  holiday  rush  is  just  around  the   corner  
  3. And  it’s  the  biggest  -me  of  the  year  for   retailers  
  4. Online  sales  are  projected  to  rise  to  $82   billion  in  November  and  December   2013  -­‐  Forrester  
  5. Online  sales  are  projected  to  rise  to  $82   billion  in  November  and  December   2013  -­‐  Forrester  
  6. Online  sales  are  projected  to  rise  to  $82   billion  in  November  and  December   2013  -­‐  Forrester  
  7. Unfortunately,  an  increase  in  sales  means  an   influx  in  customer  problems.  
  8. Unfortunately,  an  increase  in  sales  means  an   influx  in  customer  problems.  
  9. How  does  your  company  stay  ahead  of  the   compe--on  during  the  holidays?  
  10. By  providing  their  customers  with  an  amazing,   personalized  customer  service  experience  
  11. It’s  amazing  service  that  keeps  customers   coming  back  –  even  aTer  the  holidays.  
  12. The  last  thing  you  want  is  to  allow  customer   sa-sfac-on  to  die  during  the  holidays.  
  13. That’s  why  Desk.com  has  put  together  six   strategies  to  help  you  prepare  for  the  holiday   rush!  
  14. 1.  Plan  Ahead  
  15. The  best  companies  plan  ahead  to  meet  their   goals  no  maWer  what  -me  of  the  year  it  is.  
  16. Consider  looking  at  workflows  from  peak   seasons.  
  17. Check  out    Desk.com’s  business  insights  
  18. So  you  know  what  channels  cases  came  from  
  19. And  how  they  were  handled  by  your  team  
  20. 2.  Triage  customer  interac-ons  
  21. Don’t  put  your  support  team  in  a  situa-on   where  incoming  cases  seem  to  never  end  
  22. Rather  than  have  one  group  handle  all   customer  interac-ons  
  23. Break  customer  interac-ons  into  smaller   buckets  
  24. Then  assign  each  bucket  to  the  right  agent,   right  away.  
  25. This  way,  the  right  agents  are  handling  the   customers’  ques-on  
  26. “Triaging  cases  during  the  holidays  makes  all  of   the  different.  In  order  to  effec-vely  triage   cases,  we  use  case  filters  a  lot  in  Desk.com.”  –   Barb  Gates,  Support  Hero  Captain,  Smugmug  
  27. 3.  Improve  your  self-­‐service  support  
  28. It’s  no  secret  that  the  holidays  are  a  -me  of   high  cases  volume  and  even  higher  emo-ons.  
  29. Keep  both  at  bay  with  an  online  support  center  
  30. 72%  of  people  prefer  self-­‐service  support  over   email  and  phone  -­‐  Forrester  
  31. There  are  several  ways  you  can  improve  your   self-­‐service  support:  
  32. 1.  Op-mize  your  online  support  center  to  find   answers  fast  
  33. 2.  Focus  on  what  customers  are  searching  for   this  holiday  
  34. 3.  Rewrite  support  ar-cles  with  low   sa-sfac-on  ra-ngs  
  35. 4.  Empower  agents  to  get  the  job  done  
  36. When  you  trust  agents  to  make  their  own   decisions  they  can  deliver  a  personalized   customer  experience.  
  37. How  do  you  successfully  empower  agents?  
  38. 1.  Hire  the  right  people  
  39. 2.  Invest  in  training  agents  
  40. 3.  Give  agents  the  right  informa-on  to  provide   a  personal  experience  and  make  the  correct   calls  
  41. 4.  Arm  agents  with  relevant  and  accurate   content  so  that  they  feel  confident  giving   answers  to  customers  
  42. “We  empower  our  support  agents  to  do   whatever  it  takes  for  two  reasons  –  speed  and   loyalty”  –  Cole  Sickler,  Support  Managers  at   Bonobos  
  43. 5.  Focus  on  fast  resolu-on  -mes  
  44. Speed  is  oTen  the  deciding  factor  between  a   good  and  bad  experience  
  45. 52%  of  customers  will  abandon  a  purchase  if   they  can’t  find  a  quick  answer  -­‐  Forrester  
  46. 71%  of  customers  feel  that  valuing  their  -me  is   the  most  important  aspect  of  good  service  -­‐   Forrester  
  47. 67%  of  customers  said  that  fast  resolu-on   -mes  has  the  greatest  impact  on  customer   sa-sfac-on  -­‐  Forrester  
  48. 99%  of  customers  said  that  the  quality  of   service  directly  affects  customer  sa-sfac-on   scores  -­‐  Forrester  
  49. How  do  you  solve  cases  as  fast  as  possible?  
  50. 1.  Triage  cases  to  quickly  respond  to  customers  
  51. 2.  Apply  macros  to  get  ques-ons  answered  fast  
  52. 3.  Respond  to  cases  with  support  ar-cle  links  
  53. 6.  Ac-vate  whole  company  support  
  54. Rather  than  hiring  seasonal  workers,  cross   train  fellow  colleagues  
  55. At  Desk.com  we  call  this  whole  company   support  
  56. Whole  company  support  provides  more   personnel  with  liWle  training  
  57. It  also  eases  the  load  on  your  support  team  
  58. Looking  for  more  ways  to  get  ahead  of  the   holidays?  
  59. Let  Desk.com  help  you  with  the  holiday  rush.   Receive  100  Free  Flex  Hours  for  every   Desk.com  seat  that  you  buy…just  in  -me   before  the  holiday  rush.  Start  using  Desk.com.  
  60. Let  Desk.com  help  you  with  the  holiday  rush.   Receive  100  Free  Flex  Hours  for  every   Desk.com  seat  that  you  buy…just  in  -me   before  the  holiday  rush.  Start  using  Desk.com.  

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