The holiday season is the busiest time for most businesses, as everyone is in a rush getting their holiday shopping done on time. This chaotic period, however, causes certain customer issues.
As a retailer, making sure that these concerns are resolved should be your top concern, especially if you want to keep your customers happy this season and beyond.
Social media is one of the channels customers use these days to air their issues and other concerns. This is why you need to make sure that you are social media-ready to handle these issues during the holidays.
Here’s a list of what you can do to level up your social customer service this season.
Have a Plan of Action
It’s always best to come prepared. Way before the holidays, think of the typical customer service issues you usually face and develop a plan of action for each of them.
You might have to prepare some canned responses, but take note that these should only serve as a guide and that your staff should be able to personalize them depending on the situation.
Have a monitoring system in place so that you won’t miss any important messages. It is important that issues are addressed immediately especially during the holidays.
The volume of social interactions during the season can become overwhelming. So, train your staff on how to prioritize. An escalation process and crisis management plan are also both essential to address highly sensitive customer concerns.
Dedicate Sufficient Resources
If yours is a small business, you probably only have one person handling your social media during the rest of the year. However, expect the volume of customer service issues to increase during the holiday season. It is important for you to dedicate sufficient staff to efficiently monitor and respond to issues immediately.
Calculate the volume of increase in issues that you expect to arise during the holidays, and base your staffing requirements on that. You might need to hire seasonal help or consider customer service outsourcing to handle the extra workload.
Improve Your E-commerce Integration
A survey conducted by Signal reveals that mobile is the fastest-growing channel for holiday shoppers, especially for researching purposes. 67% of those surveyed intend to browse for holiday gifts more frequently on a smartphone or tablet this year while 60% intend to purchase holiday gifts more on a smartphone or tablet this year.
Because it’s all about the mobile experience these days, make sure that your website is optimized for mobile devices to ensure an easy and seamless browsing, sharing, and shopping experience.
Aside from this, though, ensure that your social channels are highly visible and easily located on mobile so that your customers can reach you should they have any questions or concerns.
Understand Your Customers
Provide better customer experience by making sure that your staff knows which customers they are talking to and what they’re talking about. While this can be challenging in multi-channel environments, having a good customer relationship management (CRM) system will give your staff visibility of your customer’s history and other data. This way, customers don’t need to keep repeating themselves.
Remember that no matter which channel the customer uses, you have to be able to provide them with a consistent customer service experience to make the entire journey as seamless and as pleasant as possible.
Take note that the holiday traffic will also give you an opportunity to collect fresh, new data from your customers. Take advantage of this opportunity to update their profiles so that you can continue to serve them well in the future.
Providing excellent social customer service can only do your business good. Plus, doing so will help your customers enjoy the happiest time of the year.
If you need more assistance, learn more about how Infinit Contact can help you provide excellent social customer service this season.