6 customer service tips for the holiday rush
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For most retailers, once the clock strikes midnight on Black Friday, they will constantly be racing against an unforgiving clock to solve every holiday customer question. This is why there is no better time of year than to pull out all of the stops to make sure every agent is as fast and productive as possible. Click here for 100 FREE Flex Hours from Desk.com - just in time for the Holidays: http://bit.ly/HolidayRush2013TRANSCRIPT
6 customer service -ps for the holiday rush
The holiday rush is just around the corner
And it’s the biggest -me of the year for retailers
Online sales are projected to rise to $82 billion in November and December 2013 -‐ Forrester
Online sales are projected to rise to $82 billion in November and December 2013 -‐ Forrester
Online sales are projected to rise to $82 billion in November and December 2013 -‐ Forrester
Unfortunately, an increase in sales means an influx in customer problems.
Unfortunately, an increase in sales means an influx in customer problems.
How does your company stay ahead of the compe--on during the holidays?
By providing their customers with an amazing, personalized customer service experience
It’s amazing service that keeps customers coming back – even aTer the holidays.
The last thing you want is to allow customer sa-sfac-on to die during the holidays.
That’s why Desk.com has put together six strategies to help you prepare for the holiday rush!
1. Plan Ahead
The best companies plan ahead to meet their goals no maWer what -me of the year it is.
Consider looking at workflows from peak seasons.
Check out Desk.com’s business insights
So you know what channels cases came from
And how they were handled by your team
2. Triage customer interac-ons
Don’t put your support team in a situa-on where incoming cases seem to never end
Rather than have one group handle all customer interac-ons
Break customer interac-ons into smaller buckets
Then assign each bucket to the right agent, right away.
This way, the right agents are handling the customers’ ques-on
“Triaging cases during the holidays makes all of the different. In order to effec-vely triage cases, we use case filters a lot in Desk.com.” – Barb Gates, Support Hero Captain, Smugmug
3. Improve your self-‐service support
It’s no secret that the holidays are a -me of high cases volume and even higher emo-ons.
Keep both at bay with an online support center
72% of people prefer self-‐service support over email and phone -‐ Forrester
There are several ways you can improve your self-‐service support:
1. Op-mize your online support center to find answers fast
2. Focus on what customers are searching for this holiday
3. Rewrite support ar-cles with low sa-sfac-on ra-ngs
4. Empower agents to get the job done
When you trust agents to make their own decisions they can deliver a personalized customer experience.
How do you successfully empower agents?
1. Hire the right people
2. Invest in training agents
3. Give agents the right informa-on to provide a personal experience and make the correct calls
4. Arm agents with relevant and accurate content so that they feel confident giving answers to customers
“We empower our support agents to do whatever it takes for two reasons – speed and loyalty” – Cole Sickler, Support Managers at Bonobos
5. Focus on fast resolu-on -mes
Speed is oTen the deciding factor between a good and bad experience
52% of customers will abandon a purchase if they can’t find a quick answer -‐ Forrester
71% of customers feel that valuing their -me is the most important aspect of good service -‐ Forrester
67% of customers said that fast resolu-on -mes has the greatest impact on customer sa-sfac-on -‐ Forrester
99% of customers said that the quality of service directly affects customer sa-sfac-on scores -‐ Forrester
How do you solve cases as fast as possible?
1. Triage cases to quickly respond to customers
2. Apply macros to get ques-ons answered fast
3. Respond to cases with support ar-cle links
6. Ac-vate whole company support
Rather than hiring seasonal workers, cross train fellow colleagues
At Desk.com we call this whole company support
Whole company support provides more personnel with liWle training
It also eases the load on your support team
Looking for more ways to get ahead of the holidays?
Let Desk.com help you with the holiday rush. Receive 100 Free Flex Hours for every Desk.com seat that you buy…just in -me before the holiday rush. Start using Desk.com.
Let Desk.com help you with the holiday rush. Receive 100 Free Flex Hours for every Desk.com seat that you buy…just in -me before the holiday rush. Start using Desk.com.