The best way to Provide Nice Buyer Service Through the Holidays


Have you ever finalized your customer support recreation plan for this vacation season? For eCommerce retailer homeowners, that is the busiest time of yr. Assembly the wants of consumers over the subsequent couple of months could also be difficult, however you don’t should let the uptick in enterprise have an effect on customers’ experiences. 

Beginning with Black Friday and lasting till the brand new yr, your customer support high quality is the one metric that may both make or break your vacation success. The way you handle your buyer relationships — from pre-purchase inquiries to cargo monitoring and returns — can decide whether or not a first-time purchaser stays a one-time shopper or turns into a loyal buyer.

So what are you able to do to drive individuals again yearly? Hold studying to seek out out a few of the finest practices for providing glorious customer support in the course of the holidays. 

Prepare your group

A group is just as robust as its weakest member. So in the course of the vacation season, each member of your group needs to be able to reply any questions that come their means — and shortly. 

Whether or not somebody has been there for six months or six days, everybody ought to get the identical coaching to make sure that procedures and knowledge given to clients are constant. 

Set clear roles

When you’re working with a small group, there could also be overlapping roles. This won’t be an issue throughout slower occasions of the yr, however it will probably result in confusion and lowered effectivity when your group will get actually busy. Take the time now to make clear areas of duty and guarantee that clients are directed to the right particular person to reply their questions.

Listed here are just a few methods you possibly can make clear roles:

Create written job descriptions in your group members

Define every particular person’s roles and tasks and provides them a title that’s descriptive of that function (e.g. Delivery & Returns Supervisor, Stock Supervisor, and so on.).

Use a coaching guide

Whether or not you’re hiring new assist for the vacations or refreshing your present employees, a coaching guide could make all the pieces extra constant. Even one thing so simple as a one-page guidelines can go a great distance. 

Create or replace inner documentation

In the identical means that you simply present clients with FAQs, you need to present your group with written normal working procedures (SOPs). These ought to cowl your organization’s insurance policies in addition to technical particulars and troubleshooting suggestions for software program and accounts that employees would possibly want common entry to.

If you have already got documentation in place, now is a good time to replace it. Within the days main as much as the vacations, spend time reviewing reductions, product options, return insurance policies, and workflow processes. Take into consideration potential questions from clients and prep your group with up to date documentation to allow them to give useful solutions.

Direct clients to the precise group members

Use a contact kind in your web site to direct customers to the right particular person based mostly on their particular query. Even itemizing division contact electronic mail addresses on a “Contact Us” web page is useful. Delivery questions? Ask Josey. Pre-purchase questions? Ask Mark. Ensuring that clients get to the precise particular person the primary time means sooner service and a extra targeted employees.

Rent short-term staff

How has your group fared in the course of the previous vacation seasons? If there have been occasions the place a pair of additional palms (or two) would have been nice, think about hiring short-term staff this yr. 

Throughout loopy vacation rushes or profitable gross sales, seasonal staff will help you get orders out on time and keep away from delivery delays. These staff may assist you liberate time to deal with your online business as an entire. 

An inflow of gross sales isn’t the one factor you need to put together for in the course of the holidays. Customers on the lookout for the right present could have dozens of questions and requests, and also you’ll want individuals to reply these questions shortly. 

Don’t wait till you’re knee-deep in on-line inquiries to consider hiring further assist. As an alternative, begin looking earlier than the vacations are in full swing. This manner, you’ll have time to carry them up to the mark and provides each shopper the good customer support they deserve. 

Get forward with detailed FAQs

As a lot as you’d like to reply each query out of your clients, you merely don’t have the time (or the power) to take action. As an alternative, direct all clients to an FAQ web page to take advantage of your time.

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At a loss for what to incorporate in your FAQ web page? Attempt utilizing the next:

  1. Social media: Use your social media accounts to take polls and ask followers what they need to find out about your store.
  2. Electronic mail e-newsletter: Encourage customers to answer your e-newsletter with any questions they might have. Since these individuals already store with you repeatedly, it may give you perception into issues that even current clients are unaware of. 
  3. Your gross sales or customer support group: Ask your employees to put in writing down the questions they appear to get repeatedly. Have them hold a go online their cellphone or close to their desk to allow them to write extra as they consider them!
  4. Competitor FAQ pages: See what questions your rivals are answering on their FAQ pages and determine if doing the identical could be useful to your clients, too. 

You’ll additionally need to take time to beef up your product descriptions. Detailed product descriptions will reply buyer questions earlier than they even ask them. Embrace details about the product, what it does, tips on how to use it, and some other important data. 

Present numerous contact avenues

Offering clients with a number of methods to get in contact will assist customers really feel extra assured when buying. They know that if one thing goes unsuitable, they’ll contact an actual particular person to get solutions. 

Put your contact data in a outstanding place in your web site. Many house owners create “Contact Us” pages that checklist the other ways customers can get in contact. Or you possibly can:

  • Listing your customer support cellphone quantity on the highest or within the footer of your web site.
  • Use a contact kind on a “Contact Us” web page or within the footer.
  • Use social media direct messaging (e.g. Fb Messenger) to reply questions.
  • Set up a dwell chat widget or AI chatbot.

One of many quickest methods a buyer can have their questions answered is through the use of a dwell chat or chatbot widget. The LiveChat extension offers store homeowners the choice to make use of monitoring settings to see customers’ cart particulars throughout a chat. You may give real-time help or encourage them to make further purchases to safe a reduction or free delivery.

Simplify your return/trade course of

As superb as your merchandise are, typically they aren’t for everybody. There’s nothing extra irritating than a retailer with a problematic returns and exchanges coverage, so make it simple for customers.

Automate your return/trade course of with the Returns and Guarantee Requests extension. As an alternative of customers needing to contact you instantly, they’ll undergo your entire return course of from their consumer account. 

Relying on the form of merchandise you promote, you would possibly determine to supply warranties on merchandise, too. You may each add and handle warranties out of your dashboard and clearly define how lengthy the guarantee and return interval lasts. Letting individuals know upfront how lengthy they should return merchandise will reduce down on any misunderstandings. 

Inform clients of order standing

Assist clients know the place their gadgets are within the achievement course of. Many shoppers order merchandise in hopes that they’ll come earlier than a particular date, so common updates are very important to place their worries relaxed.

For starters, you should use an order standing supervisor to ship customers new emails when the standing of their order adjustments. When you run an eCommerce store that sells customized guitars, for instance, you possibly can add statuses for staining or engraving. As well as, you possibly can ship follow-up emails to let individuals know the place an order is within the course of and whether or not or not it’s been shipped. 

Ship welcome emails

By no means underestimate the facility of a easy welcome electronic mail for brand spanking new clients. Whereas returning clients might already be aware of your five-star service, new customers don’t know what to anticipate. Get off on the precise foot with welcome and follow-up emails after they’ve made a purchase order. 

MailPoet welcome email

The MailPoet extension allows retailer homeowners to design eye-catching emails. Shortly incorporate your emblem, colour palette, and related enterprise data. You may also personalize messages relying on the bought product and schedule emails to exit when orders are finalized. 

Cater to vacation customers

Whereas figuring out your customer support technique, take into consideration what is going to profit them probably the most this vacation season. Contemplate the next:

Provide present wrapping

For busy customers, present wrapping could be simply what they should simplify their vacation present shopping for. WooCommerce Product Add-ons allows you to add present wrapping, customized notes, and some other customized choice you possibly can dream up. You may cost flat or percentage-based charges in your add-ons, or provide them to your clients without cost.

Promote present playing cards

Some customers would possibly need to buy present playing cards for the extra choosy members of their households. With WooCommerce Reward Playing cards, clients can:

  • Schedule their present card supply.
  • Add a private message.
  • Ship to a number of recipients.
  • Select a present card design to swimsuit the event.

Publish a present information

When you have clients signed up in your electronic mail checklist, write up and ship out a present information within the weeks main as much as the vacations. Put up your present information in your weblog and share it on social media.

Go the additional mile 

With all the superb customer support you’ve supplied thus far, you could be considering that there’s not far more you are able to do. However don’t cease there. Go the additional mile to please your clients and go away them with an enduring impression of your store. 

When you run a boutique retailer with handmade merchandise, think about together with a handwritten thanks observe with every order. You possibly can additionally embrace a shock deal with or a particular card with a reduction code for future purchases. They’ll get pleasure from your product and really feel valued as a buyer. 

Are you prepared for the vacation rush?

Customer support is important all yr spherical, not simply in the course of the holidays. Even so, giving clients a memorable expertise in the course of the vacation season is one strategy to hold them coming again. 

Your purpose needs to be for each particular person to go away your store feeling valued and revered. So take time to plan. Get all palms on deck and provides everybody the coaching they should do their job properly. Don’t be afraid to rent short-term staff to steadiness the load and create an incredible FAQ web page to present clients the solutions they want once they want them. 

Hold your return course of easy and provides each order a bit further razzle-dazzle to make clients really feel valued. Earlier than you understand it, January might be right here. So do your finest, present glorious customer support, and watch your online business flourish this vacation season. 

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