There are a few things you still can do to make the shopping craze a bit easier for your agents and your business. Check out the presentation and go through the 5 steps that will help you survive the Holiday Shopping Season.
During holiday season you can expect
63% increased traffic on your website,
this automatically means more inquiries
You will need extra people to
handle all of them.
· You need to analyze when peaks happen –
the time you get the most traffic, calls or chats.
· Pull some agents from the less busy hours
and have them help during the peaks.
WHEN YOU HAVE DIFFERENT
· Consider going for the all-hands-on-deck
approach. Prepare people from different
departments to chip in if needed.
· Create a simple cheat sheet so that people
can quickly learn the most typical cases and
solutions. Use this cheat sheet if you don’t
have it yet.
WHEN YOU DON’T HAVE
EXTRA AGENTS AVAILABLE:
Designate a person responsible for monitoring
and responding on your social media channels.
It will allow you to handle easier cases
immediately and direct customers with tougher
problems to your live chat or help desk.
Remember, if something goes wrong,
social media may be one of the first places where
customers will head to get some answers.
If nobody is managing those channels, the few
messages or tweets you normally get can
quickly turn into this:
You can tailor the invitations for visitors who
only show strong buying signals or who visit
Setting up greetings for visitors who reach
a certain cart value or spending a lot of time on
the checkout page are only two things
you can do.
Prepare information explaining
your sales and discounts
Deal with repetitive customer questions by
preparing answers and solutions for your sales
and discounts beforehand. This will save your
agents a lot of time.
Preparing landing pages describing your
sales and discounts will give you a ready-made
resources your agents can direct visitors to.
Instead of describing the whole sales process
every time a customer asks, you can simply
share a landing page.
Even though increased traffic could cause you
some trouble, your service shouldn’t get sloppy.
Set specific KPIs (key performance indicators)
you want to keep for response time, handle time
and customer satisfaction.
If you’re not sure what the KPIs should be for
your business, check out our Customer
Service Report for 2015. In that report,
you will find the information about key
customer service metrics for 21 industries.
If you want more information about trends and
best practices you should check out
our newest report on ecommerce trends during
the Holiday Shopping Season for 2016.
If you manage to beat the average while
keeping up with the service, you can consider
yourself a Holiday Shopping Season survivor.
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