Christmas and customer experience and service go hand-in-hand. For one, customer service is all about giving. Resolving customers’ issues means giving them what they need to feel satisfied. It also means exciting them about their experience with your company. It is also that time of the year when the need for customer service is through the roof. People who do not normally shop much are buying gifts, families splurge more than normal and everyone is hoping to make this year’s holiday something special for themselves and their loved ones. This means that customer service demands are greater than ever, and preparing your agents for the onslaught of the holidays is critical. Have you prepared your business to give your customers the best customer experience possible during this festive season? In this blog, you will find some tips and tricks on how to do so.
Tips for the best customer experience during Christmas
TIP 1: Take care of your team. Find various ways to maintain the holiday spirit at work. It is Christmas after all. It can get stressful with the holiday rush. Take a little extra time and brighten your team’s day. Decorate your store or website using Christmas theme. You can also add a Christmas tree into your store with lights on it. Offer your team Christmas discount and other rewards.
TIP 2: Aim at First Contact Resolution (FCR). The aim of FCR is to ensure that you are able to resolve a customer’s issue at the very first communication without the need for a follow up. With the increase in customer volume and the holiday rush, this can get quite tricky. To achieve this, track the most common inquiries and brief agents on how to effectively address each one. If you do not need to transfer a customer to another channel, use our integrative technology (RightCare) to pass customer information to the next agent. First-contact resolution makes customers happy and saves agents from having to spend extra time on each inquiry.
TIP 3: Be where your customers are. Customer service is not all about serving your customers in a delightfully positive way, but it also includes knowing your customer’s interest and providing them the solution of their problems. Customer service now goes beyond the use of phones. Use omni channel marketing strategies to boost your sales and provide customers with excellent experience. Communicate with them through channels that they prefer. With RightBot, you can set up automated responses for your customers across various social media platforms. Remember that the holidays are a time when consumers are more likely to get together with friends and family and recommend a brand, product or company.
How prepared are you?
Here are a few additional tips you need to remember. According to Salesforce, 2018 was the year for mobile shopping. Figures shows that over 48% of online orders were placed through the mobile phone that year. Mobile is indispensable to your communication strategy. Make sure your website, apps and other communication means are mobile friendly and easy to navigate.
Under promise and over deliver. This helps manage and fulfill your customers’ expectations with positive customer experience. Over-delivering on customer expectations will your customers happy. It will also encourage them to buy only from you. The perceived value increases when you over deliver to your customers more than what they were expecting from your brand. With the increased value, you will definitely get referrals from your customers as well as sales.
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