Are you ready to create your holiday customer service strategy? This is the busiest season for eCommerce store owners. It may prove difficult to meet the needs of customers in the coming months, but it doesn’t mean that you have to let the increase in business impact the shopping experience of shoppers.
Your holiday success can be determined by your customer service quality, starting with Black Friday and continuing through the New Year. Your customer service quality can make a difference in whether a customer becomes a regular customer or a repeat customer. This includes everything from pre-purchase questions to tracking shipments and returns, as well as how you handle shipping tracking.
What can you do to bring people back each year? Continue reading to learn the best ways to provide excellent customer service during holidays.
Training your team
The weakest member of a team can make it stronger. During the holiday season, each member of your team must be prepared to answer any questions they receive quickly.
No matter how long someone has been working there, they should all receive the same training so that customers get consistent information and procedures.
Define clear roles
There may be overlaps in roles when you work with a small group. While this might not cause a problem in slower seasons, it could lead to confusion and decreased efficiency when the team is busy. Make sure you clarify your responsibilities and direct customers to the right person for their questions.
These are some ways to clarify roles.
Write job descriptions for your team
Each person’s responsibilities and roles should be outlined. Give them a title that describes the role (e.g. Shipment & Returns Manager, Inventory supervisor, etc. ).
Download a training manual
A training manual can help you make your staff more consistent, whether you are hiring new employees for the holidays or updating your existing staff. A simple checklist of a few pages can make a big difference.
Update or create internal documentation
You should also provide FAQs to customers. Your team should have written standard operating procedures (SOPs). These documents should include your company’s policies and technical details, as well as troubleshooting tips and advice for software and accounts that employees might require regular access to.
It’s a great time for you to review and update any documentation that is already in place. Spend time in the days leading up to the holidays reviewing discount codes, product features, return policies, workflow processes, and other details. You should think about the questions customers might have and prepare your team with current documentation to help them answer these questions.
Direct customers to the right team members
To direct customers to the right person according to their questions, use a contact form to place on your website. It is possible to list department email addresses on a page called “Contact Us”. Shipping questions? Josey. Pre-purchase questions? Ask Mark. Customers getting to the right person for the first time results in faster service and focused staff.
Temporary workers available
How have your holiday seasons been for your team? Consider hiring temporary workers if you felt your team needed extra help.
Seasonal workers are a great way to get your orders out in time and avoid shipping delays during holiday rushes. You can also use these workers to free up your time to concentrate on your business.
You should also be prepared for holiday sales. You’ll have to quickly respond to the many questions and requests of shoppers searching for the perfect gift.
Do not wait until you are overwhelmed with online inquiries before thinking about hiring additional help. Start searching for help before the holiday season is over. You’ll be able to get them up to speed quickly and provide the excellent customer service that they deserve.
You can get ahead of the curve with our detailed FAQs
You don’t have time or the ability to answer every customer’s question. Instead, direct customers to an FAQ page to make the most out of your time.
Are you unsure what information to include on your FAQ pages? Use the following:
- Social media: Take polls on your social media accounts and ask your followers about your shop.
- Subscribe to the email newsletter. Ask shoppers to send you any questions. These customers shop regularly with you, so you can gain insight into things they may not know.
- Customer service or sales team: Have your staff write down all the questions they get repeatedly. Keep a log of their thoughts on their phones or at their desk.
- FAQ pages of Competitors: See what questions your competitors have answered on their FAQ pages, and decide if it would be beneficial to you.
Also, you should take the time to improve your product descriptions. Detailed product descriptions can answer customers’ questions before they ask them. You should include information about the product, its features, how it works, and any other pertinent information.
Provide various contact avenues
Customers will feel more comfortable purchasing if they have multiple contact options. They know that they can reach a real person if there is a problem.
Your contact information should be prominently displayed on your website. Many website owners have “Contact Us” pages that list all the ways that customers can contact them. Or you can:
- Your customer service number should be listed at the top of the site or in the footer.
- You can use the contact form in the footer or on the “Contact Us” page.
- Use social media direct messaging (e.g. Facebook Messenger) for answering questions.
- Install an AI chatbot or live chat widget.
Chatbot widgets or live chat are a quick way for customers to get their questions answered. Shop owners have the option to track shoppers’ cart details using the LiveChat extension. To offer real-time assistance, or to encourage shoppers to make more purchases, you can provide support or encouragement.
Reduce the complexity of your return/exchange process
Sometimes your products may not be suitable for everyone, no matter how amazing they are. A store that has a difficult returns or exchanges policy is frustrating. Make it simple for customers.
The Warranty Request Extension makes it easy to automate your return/exchange process. Instead of having to contact you, shoppers can complete the entire process through their accounts.
You might offer a warranty on merchandise, depending on what kind of merchandise it is. Both you and your dashboard can add or manage warranties and provide clear information about the warranty period and return period. It will reduce misunderstandings by letting people know how long they have to return the product.
Customers should be notified about the status of their order
Customers should be able to track where their items are during fulfillment. Customers often order products hoping that the items will arrive before a certain date. Regular updates are essential to ease their fears.
To send customers new emails, you can use the order status manager. This will notify them when their order status changes. You can also add statuses to allow for engraving or staining if you have an eCommerce shop that sells custom-made guitars. You can also send a follow-up email to let customers know where the order is and if it has been shipped.
Send thank you emails
A simple welcome email to new customers is powerful. Returning customers might be familiar with your 5-star service but new shoppers may not. After a customer has made a purchase, send them welcome and follow-up emails.
Email extensions allow store owners to create eye-catching emails. You can quickly add your logo, color palette, and other relevant information. You can personalize messages based on the product purchased and schedule emails to be sent when orders are complete.
Holiday shoppers in need of assistance?
When developing your customer service strategy, consider what holiday season will be most beneficial to them. These are some examples:
Offer gift wrapping
Gift wrapping may be the perfect solution for busy shoppers who want to make holiday gift shopping easier. Product Extensions allow you to add personalized notes and gift wrapping. Your add-ons can be charged flat fees or percentage-based, or you can offer them free to your customers.
Gift cards can be sold
Some customers might wish to buy gift cards for their more picky family members. Customers can:
- Get your gift cards delivered to you.
- Include a personal message.
- Multiple recipients can be sent
- You can choose a gift card that suits the occasion.
Make a gift guide
Send out a gift guide to customers who have signed up for your email newsletter in the weeks before the holidays. Your gift guide can be shared on social media and posted on your blog.
Do the extra mile
You might think that you don’t have much to offer after all the great customer service you’ve provided. Don’t stop there. You can delight your customers by going the extra mile and leaving a lasting impression about your shop.
Consider including a thank you note in your boutique that sells handmade products. A surprise treat or a card with a coupon code for future purchases could be included. Your customers will enjoy your product and feel valued.
Are you ready to take on the holiday rush?
Customer service is important all year, not just during holidays. Giving customers memorable experiences during holidays is one way to keep them coming back.
You want every customer to feel valued and respected when they leave your shop. Plan ahead. All hands should be on deck, and everyone should receive the training that they need to do their jobs well. To balance the workload, hire temporary workers and create an FAQ page that gives customers the answers they are looking for.
To make your customers feel valued, keep the return process simple. January will soon be here before you know it. Do your best and provide exceptional customer service to help your business thrive this holiday season.
