Do you have developed a customer service plan for this holiday? For e -commerce shop owners, this is the busiest time of the year. In the next few months, meeting the needs of customers may be challenging, but you do not have to let business growth affect the experience of the shoppers.
Starting from Black Friday, it continues to a new year. The quality of your customer service is an indicator of the success or failure of your holiday. How do you manage customer relationships -from the problems before purchase to the tracking and return of goods -can determine whether the first buyer is a one -time shopper or a loyal customer.
So, what can you do to drive people back every year? Continue reading to understand some of the best practices of providing excellent customer service during the holidays.
Training your team
The strength of a team depends on its weakest member. Therefore, during the holidays, every member of your team should prepare to answer any questions they encounter -and it must be fast.
Whether anyone stayed there for six months or six days, everyone should accept the same ones Training to ensure that procedures and information provided to customers are consistent.
Set a clear role
If you cooperate with a small team, you may have a overlapping role. This may not be a problem when it is slower in the year, but when your team is really busy, it may cause confusion and reduce efficiency. Now spend time clarifying the area of \u200b\u200bresponsibility and ensuring that customers are guided to the right person to answer their questions.
You can clarify the characters through the following ways:
Create a written job description for your team members
Overview each person’s role and role and role and role of each person and Responsibilities, and give them a title describing the character (such as transportation and return manager, inventory supervisor, etc.).
Use the training manual
Whether you recruit new helpers for holidays or the existing employees, the training manual can make everything more consistent. Even simple things like a page can take a long way.
Create or update the internal document
as you are like you Provide customersFrequent questions and answers, you should provide your team with written standard operation procedures (SOP). These technical details and fault exclusion prompts that cover the policies of your company and the technical details and failures that employees may need to be accessed regularly.
If you are already ready for a document, then it is a good time to update it. A few days before the holiday, spend time to check discount, product function, return policy and workflow. Consider the potential issues of customers and prepare updated documents for your team so that they can provide useful answers.
Guide the customer to the appropriate team member
Use the contact form on your website to guide it to the right person according to the specific problems of the shoppers. It is also helpful to list the department to contact the email address on the \”contact us\” page. Transportation problem? Ask Jose. The question before buying? Ask Mark. Ensure that customers find suitable people at the first time it means faster services and more focused employees.
Hire a temporary worker How did your team perform in the past holidays? If you have an extra hand (or two hands), it will be great, considering hiring temporary workers this year.
During the crazy holiday peak or successful sales, seasonal workers can help you receive orders on time and avoid transport delay. These employees can also help you take time to focus on the entire business.
A large number of sales are not the only thing you should prepare during the holidays. There are dozens of questions and requirements for shoppers looking for perfect gifts. You need people to answer these questions quickly.
Don’t consider hiring additional help until you have a deep touch of online consultation. On the contrary, searching before the holidays began to search. In this way, you have time to keep up with the progress and provide them with the high -quality customer service they deserve.
Get detailed common questions
Although you want to answer every question of customers, you have no time (or ability) to do this. Instead, all customers are guided to the pages of common questions to make full use of your time.
123] I don’t know what contains on your common question answer page? Try to use the following:
Use your social media accountInvestigate and ask followers what information they want to know about your store.Email current affairs communication:
Encourage shoppers to reply to any problems they may encounter in your current affairs communication. Since these people have been shopping with you regularly, it can let you know what you know in depth and even the existing customers do not know.
- Your sales or customer service team: Let your employees write down the problems they seem to encounter again and again. Let them record logs on their mobile phones or near their desks, so they can write more as they want!
- Frequently Asked Questions Answer Page of Competitors: View the questions that your competitors answered on their common questions and determine whether this is also helpful to your customers.
- You also need to spend time to improve your product description. Detailed product descriptions will answer them before the customer ask questions. Including information about the product, its role, how to use it, and any other basic information.
Provide a variety of contact information
Provide customers with a variety of contacts The method will help shoppers more confident when buying. They know that if there is a problem, they can contact the real person to get the answer. Put your contact information on the conspicuous position of your website. Many owners create the \”contact us\” page to list different ways of shopping in contact. Or you can: List your customer service phone number on the top or footer of your website.
Use a contact form in the \”Contact Us\” page or footer.
Use social media direct messages (such as Facebook Messenger) to answer questions.
Install real -time chat small components or AI chat robots.
One of the fastest ways to answer questions is to use real -time chat or chat robot components. Livechat extension allows shopkee to choose to use tracking settings to check the shopping cart of shopping carts during the chat. You can provide real -time help or encourage them to buy additional purchases to obtain discounts or free delivery.
- Simplify your return/exchange process
Although your product isisted Marvel, but sometimes they are not suitable for everyone. There is nothing more frustrating than the stores with problems with returns and replacement policies, so the shoppers are lighter.loose.
Use return and warranty requests to expand automation your return/replacement process. Shoppers do not need to contact you directly, they can complete the entire return process through their user account.
According to the type of product you sold, you may also decide to provide warranty for the product. You can add and manage warranty from the dashboard, and clearly outline the duration of warranty and return period. Let people know how long it takes to return to any misunderstandings. Notify the customer order status Help customers understand the location of their products during the performance. Many customers hope that they can arrive before a specific date when ordering products, so regular updates are essential to alleviate their concerns.
For beginners, you can use the order status manager to send them a new email to them when the order status of the shoppers changes. For example, if you run an e -commerce store selling customized guitar, you can add staining or carving. In addition, you can send subsequent emails to let people know the location of the order and whether it has been shipped.
Send a welcome email
Never underestimate the simple welcome email to the new and new to the new Customer influence. Although the returning guest may already be familiar with your five -star service, new shoppers do not know what will happen. After they purchased, they were on track through welcome and subsequent emails.
Mailpoet extension enables the owner to design fascinating emails. Quickly integrate your logo, palette and related business information. You can also personalize the product according to the purchased product and arrange emails when the order is completed. Capture holiday shoppers When formulating your customer service strategy, please consider the most beneficial thing in this holiday season. Consider the following:
Provide gift packaging
For busy shoppers, gift packaging may be what they need to simplify holiday gifts. The additional component of the WOOCOMMERCE product allows you to add gift packaging, personalized notes, and any other custom options you can dream. You can charge a fixed or percentage -based fee for your additional components, or provide it for your customers for free.
Selling gift card
Some shoppers may want to be a more discerning family member Buy gift cards. Use the woOCOMMERCE gift card, customerYou can:
Arrange their gift card delivery.
Add personal information.
Send to multiple recipients. Select the gift card design suitable for the occasion. Publish a gift guide
If you have a customer registered your email list, please write and send a gift guide within a few weeks before the holiday. Publish your gift guide on your blog and share on social media.
One mile more
- So far you have provided all excellent customer service, and you may think you are powerless. But don’t stop here. Double your efforts to satisfy your customers and leave them a long -lasting impression of your store.
If you run a boutique store that sells handmade products, consider the gratitude letter attached to each order. You can also include a special card with surprise or discount code to prepare for future purchase. They will like your products and feel the value as a customer.
Are you ready to meet the holiday peak?
Customer services are essential throughout the year, not just during the holidays. Even so, providing unforgettable experiences for customers during the holidays is a way to allow them to patronize again.
Your goal should be that everyone leaves your store and feels attention and respect. So spend time plan. Go all out to provide everyone with training required to complete the work. Don’t be afraid to hire temporary workers to balance the load and create an excellent common question answer page in order to provide them with the required answers when the customer needs.
Keep your return process simple and add a little glory to each order, making customers feel valued. Unconsciously, January arrived. Therefore, please do your best to provide excellent customer service and witness your business flourishing during this holiday.
