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6	
  customer	
  service	
  -ps	
  for	
  the	
  holiday	
  
rush	
  
The	
  holiday	
  rush	
  is	
  just	
  around	
  the	
  
corner	
  
And	
  it’s	
  the	
  biggest	
  -me	
  of	
  the	
  year	
  for	
  
retailers	
  
Online	
  sales	
  are	
  projected	
  to	
  rise	
  to	
  $82	
  
billion	
  in	
  November	
  and	
  December	
  
2013	
  -­‐	
  Forrester	
  
Online	
  sales	
  are	
  projected	
  to	
  rise	
  to	
  $82	
  
billion	
  in	
  November	
  and	
  December	
  
2013	
  -­‐	
  Forrester	
  
Online	
  sales	
  are	
  projected	
  to	
  rise	
  to	
  $82	
  
billion	
  in	
  November	
  and	
  December	
  
2013	
  -­‐	
  Forrester	
  
Unfortunately,	
  an	
  increase	
  in	
  sales	
  means	
  an	
  
influx	
  in	
  customer	
  problems.	
  
Unfortunately,	
  an	
  increase	
  in	
  sales	
  means	
  an	
  
influx	
  in	
  customer	
  problems.	
  
How	
  does	
  your	
  company	
  stay	
  ahead	
  of	
  the	
  
compe--on	
  during	
  the	
  holidays?	
  
By	
  providing	
  their	
  customers	
  with	
  an	
  amazing,	
  
personalized	
  customer	
  service	
  experience	
  
It’s	
  amazing	
  service	
  that	
  keeps	
  customers	
  
coming	
  back	
  –	
  even	
  aTer	
  the	
  holidays.	
  
The	
  last	
  thing	
  you	
  want	
  is	
  to	
  allow	
  customer	
  
sa-sfac-on	
  to	
  die	
  during	
  the	
  holidays.	
  
That’s	
  why	
  Desk.com	
  has	
  put	
  together	
  six	
  
strategies	
  to	
  help	
  you	
  prepare	
  for	
  the	
  holiday	
  
rush!	
  
1.	
  Plan	
  Ahead	
  
The	
  best	
  companies	
  plan	
  ahead	
  to	
  meet	
  their	
  
goals	
  no	
  maWer	
  what	
  -me	
  of	
  the	
  year	
  it	
  is.	
  
Consider	
  looking	
  at	
  workflows	
  from	
  peak	
  
seasons.	
  
Check	
  out	
  	
  Desk.com’s	
  business	
  insights	
  
So	
  you	
  know	
  what	
  channels	
  cases	
  came	
  from	
  
And	
  how	
  they	
  were	
  handled	
  by	
  your	
  team	
  
2.	
  Triage	
  customer	
  interac-ons	
  
Don’t	
  put	
  your	
  support	
  team	
  in	
  a	
  situa-on	
  
where	
  incoming	
  cases	
  seem	
  to	
  never	
  end	
  
Rather	
  than	
  have	
  one	
  group	
  handle	
  all	
  
customer	
  interac-ons	
  
Break	
  customer	
  interac-ons	
  into	
  smaller	
  
buckets	
  
Then	
  assign	
  each	
  bucket	
  to	
  the	
  right	
  agent,	
  
right	
  away.	
  
This	
  way,	
  the	
  right	
  agents	
  are	
  handling	
  the	
  
customers’	
  ques-on	
  
“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	
  
3.	
  Improve	
  your	
  self-­‐service	
  support	
  
It’s	
  no	
  secret	
  that	
  the	
  holidays	
  are	
  a	
  -me	
  of	
  
high	
  cases	
  volume	
  and	
  even	
  higher	
  emo-ons.	
  
Keep	
  both	
  at	
  bay	
  with	
  an	
  online	
  support	
  center	
  
72%	
  of	
  people	
  prefer	
  self-­‐service	
  support	
  over	
  
email	
  and	
  phone	
  -­‐	
  Forrester	
  
There	
  are	
  several	
  ways	
  you	
  can	
  improve	
  your	
  
self-­‐service	
  support:	
  
1.	
  Op-mize	
  your	
  online	
  support	
  center	
  to	
  find	
  
answers	
  fast	
  
2.	
  Focus	
  on	
  what	
  customers	
  are	
  searching	
  for	
  
this	
  holiday	
  
3.	
  Rewrite	
  support	
  ar-cles	
  with	
  low	
  
sa-sfac-on	
  ra-ngs	
  
4.	
  Empower	
  agents	
  to	
  get	
  the	
  job	
  done	
  
When	
  you	
  trust	
  agents	
  to	
  make	
  their	
  own	
  
decisions	
  they	
  can	
  deliver	
  a	
  personalized	
  
customer	
  experience.	
  
How	
  do	
  you	
  successfully	
  empower	
  agents?	
  
1.	
  Hire	
  the	
  right	
  people	
  
2.	
  Invest	
  in	
  training	
  agents	
  
3.	
  Give	
  agents	
  the	
  right	
  informa-on	
  to	
  provide	
  
a	
  personal	
  experience	
  and	
  make	
  the	
  correct	
  
calls	
  
4.	
  Arm	
  agents	
  with	
  relevant	
  and	
  accurate	
  
content	
  so	
  that	
  they	
  feel	
  confident	
  giving	
  
answers	
  to	
  customers	
  
“We	
  empower	
  our	
  support	
  agents	
  to	
  do	
  
whatever	
  it	
  takes	
  for	
  two	
  reasons	
  –	
  speed	
  and	
  
loyalty”	
  –	
  Cole	
  Sickler,	
  Support	
  Managers	
  at	
  
Bonobos	
  
5.	
  Focus	
  on	
  fast	
  resolu-on	
  -mes	
  
Speed	
  is	
  oTen	
  the	
  deciding	
  factor	
  between	
  a	
  
good	
  and	
  bad	
  experience	
  
52%	
  of	
  customers	
  will	
  abandon	
  a	
  purchase	
  if	
  
they	
  can’t	
  find	
  a	
  quick	
  answer	
  -­‐	
  Forrester	
  
71%	
  of	
  customers	
  feel	
  that	
  valuing	
  their	
  -me	
  is	
  
the	
  most	
  important	
  aspect	
  of	
  good	
  service	
  -­‐	
  
Forrester	
  
67%	
  of	
  customers	
  said	
  that	
  fast	
  resolu-on	
  
-mes	
  has	
  the	
  greatest	
  impact	
  on	
  customer	
  
sa-sfac-on	
  -­‐	
  Forrester	
  
99%	
  of	
  customers	
  said	
  that	
  the	
  quality	
  of	
  
service	
  directly	
  affects	
  customer	
  sa-sfac-on	
  
scores	
  -­‐	
  Forrester	
  
How	
  do	
  you	
  solve	
  cases	
  as	
  fast	
  as	
  possible?	
  
1.	
  Triage	
  cases	
  to	
  quickly	
  respond	
  to	
  customers	
  
2.	
  Apply	
  macros	
  to	
  get	
  ques-ons	
  answered	
  fast	
  
3.	
  Respond	
  to	
  cases	
  with	
  support	
  ar-cle	
  links	
  
6.	
  Ac-vate	
  whole	
  company	
  support	
  
Rather	
  than	
  hiring	
  seasonal	
  workers,	
  cross	
  
train	
  fellow	
  colleagues	
  
At	
  Desk.com	
  we	
  call	
  this	
  whole	
  company	
  
support	
  
Whole	
  company	
  support	
  provides	
  more	
  
personnel	
  with	
  liWle	
  training	
  
It	
  also	
  eases	
  the	
  load	
  on	
  your	
  support	
  team	
  
Looking	
  for	
  more	
  ways	
  to	
  get	
  ahead	
  of	
  the	
  
holidays?	
  
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.	
  
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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