The annual festive season has arrived once again. For many retail businesses, this period is marked by the significant peak that accompanies it. This often means it's the most lucrative period but also places a great deal of pressure on customer service. Each year, it poses a challenge for customer service. How can you ensure everything runs smoothly so that this time is a celebration for everyone?
The 2020 Peak: What Can You Expect?
The last quarter of the year includes several sales and festive days. Most people still only think of Christmas, but it actually starts earlier in the year:
Singles Day 11 November 2020
Black Friday 27 November 2020
Cyber Monday 30 November 2020
Sinterklaas 5 December 2020
Christmas 25 & 26 December 2020
Leading up to and during this period, the number of customers increases, and as an online shop, you can expect 46% more orders in December. More orders mean more customer inquiries, increasing the burden on customer service during this time. Naturally, you want to keep all your customers satisfied and ensure that new customers return even after the holidays. Did you know 32% of customers don't come back after one bad experience? It's crucial to ensure your team can handle the pressure of this period.
Ensure a Good Plan
The festive season is always hectic. Not only your company but also many of your customers are busy. That's why it's especially important to keep things running smoothly during this time. This can only be done if you know what to expect and prepare well. What should you consider? Below are some tips.
GROW! During December, as an online shop, you can expect an average of 46% more orders
A Few Tips
This seems obvious, yet it's often forgotten. Scale up your customer service team in time by scheduling extra colleagues. This can easily be done from home. Don't have enough staff yourself? Hire someone! This can be temporary and flexible. Check out our service: hiring staff.
Customers will understand that it's busier than usual. Be honest about this. Consider an automatic message stating that your response time may be longer than usual during this period. Often, this is enough.
There will always be some customers who want to return their purchase. Make sure you have clearly stated what the policy is and try to make it as easy as possible for the customer.
Many questions will relate to opening hours, delivery times, and/or the return policy. This self-service channel reduces the pressure on your customer service staff in that way.
Nothing is as valuable as feedback from a customer during a busy period. You learn from this and can be even better prepared for the next festive period.
These are some tips for good planning to ensure the festive period runs smoothly. Download the full overview here with all our 18 tips & tricks so you're well-prepared to serve your customers excellently before, during, and after the festive period.
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Decorate Your Shop or Webshop Festively
Want to create the real December feeling for your customers? Let them know they're at the right place to make purchases for the holidays. Decorate your webshop festively! Think beyond just the right decorations or festive images, and consider the desire to find suitable gifts. A beautiful brochure or separate page can provide gift inspiration, such as a 'for him/her' page or special offers with gift packages.
Think About How to Offer Even More Extra Service
With a bit of extra service during these busy days, you can win your customers' hearts! Have you considered a gift-wrapping service, for example? This way, your customers can receive presents ready-wrapped, saving them time. Make sure you have enough staff on hand for this. Additionally, consider whether your customer service should be available during the holidays. On Christmas Day and Boxing Day, many businesses won't be reachable. You can make a difference by being there for your customers on these days!
Analyse the Data
Ensure that all customer data and conversations are not lost, as they are invaluable. It's important to analyze them periodically. Don't start only after the holidays; begin during the festive period so you can adjust your policy if necessary. What insights do you gain? You might discover you need to update your FAQ page or that your return policy isn't clear enough for customers. The quicker you adjust and optimize your plan, the fewer unnecessary questions you receive at customer service. Moreover, your customer won't need to ask the question, saving time and effort, and helping build loyalty.
Covid-19
The coronavirus has left its mark on 2020. The effects of the virus are felt everywhere, including in online purchases. Due to the coronavirus crisis, the adoption of online shopping is happening even faster. In March, many webshops already achieved sales figures usually seen during Christmas, and since then, we've observed a continuous increase in online purchases. This increase also brings significant pressure on parcel delivery. Many people have had to wait a long time for their packages recently. Therefore, questions about the coronavirus will also come to your customer service. 'Where is my package?' 'How do delivery staff handle safety?' 'What hygiene measures have you implemented in your company?' To preempt this, you can create a separate page on your website addressing these questions and measures so you don't receive questions about them during the busy festive period. Be prepared for any changes in the measures. And finally, consider your own health and that of your employees.
Ready for the Festive Season of 2020?
The last quarter of the year is the prime period for boosting revenue. If you're smart and well-prepared, you can also build customer loyalty. We're here to help! Download an extensive checklist below to help you shape your strategy, so you can make the most of this period.
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