What You Still Can Do to Prepare for Holiday Shopping Season

THE HOLIDAY GIFT SHOP

There are a few things you can still do to make the shopping craze a bit easier for

your agents and your business.

Are you ready?

#1Have enough agents

During holiday season you can expect 63% increased traffic on your website, this automatically means more inquiries

from customers.

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 TEAMS WORKING:

· 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:

#2Don’t forget about

Social Media Channels

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:

#3Modify your pro-active chats

You can tailor the invitations for visitors who only show strong buying signals or who visit

specific websites.

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.

#4Prepare information explaining

your sales and discounts

Knowledg

e Base—

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.

#5Keep the quality high

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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