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 need to 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 number of the finest practices for providing glorious customer support in the course of the holidays.
Practice your group
A group is simply as robust as its weakest member. So in the course of the vacation season, each member of your group must be able to reply any questions that come their manner — 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
Should you’re working with a small group, there could also be overlapping roles. This may not be an issue throughout slower occasions of the yr, however it may possibly result in confusion and decreased effectivity when your group will get actually busy. Take the time now to make clear areas of accountability and make it possible for clients are directed to the right particular person to reply their questions.
Listed here are a couple of methods you may make clear roles:
Create written job descriptions on your group members
Define every particular person’s roles and tasks and provides them a title that’s descriptive of that position (e.g. Transport & Returns Supervisor, Stock Supervisor, and so on.).
Use a coaching handbook
Whether or not you’re hiring new assist for the vacations or refreshing your present employees, a coaching handbook could make all the things extra constant. Even one thing so simple as a one-page guidelines can go a good distance.
Create or replace inner documentation
In the identical manner that you just present clients with FAQs, you need to present your group with written commonplace working procedures (SOPs). These ought to cowl your organization’s insurance policies in addition to technical particulars and troubleshooting ideas for software program and accounts that employees may 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 suitable group members
Use a contact kind in your website to direct customers to the right particular person based mostly on their particular query. Even itemizing division contact e-mail addresses on a “Contact Us” web page is useful. Transport questions? Ask Josey. Pre-purchase questions? Ask Mark. Ensuring that clients get to the suitable particular person the primary time means quicker service and a extra centered employees.
Rent non permanent 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, contemplate hiring non permanent staff this yr.
Throughout loopy vacation rushes or profitable gross sales, seasonal staff may also help you get orders out on time and keep away from transport delays. These staff may enable you to release time to concentrate on your corporation as a complete.
An inflow of gross sales isn’t the one factor you need to put together for in the course of the holidays. Consumers in search of the right reward 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 additional assist. As a substitute, begin looking out earlier than the vacations are in full swing. This manner, you’ll have time to carry them in control and provides each shopper the nice 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 a substitute, direct all clients to an FAQ web page to benefit from your time.
At a loss for what to incorporate in your FAQ web page? Attempt utilizing the next:
- Social media: Use your social media accounts to take polls and ask followers what they wish to find out about your store.
- E mail e-newsletter: Encourage customers to answer your e-newsletter with any questions they might have. Since these individuals already store with you usually, it can provide you perception into issues that even current clients are unaware of.
- 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 browsing their cellphone or close to their desk to allow them to write extra as they consider them!
- 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 wish 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 another important data.
Present varied 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 fallacious, they will contact an actual particular person to get solutions.
Put your contact data in a outstanding place in your web site. Many homeowners create “Contact Us” pages that listing the alternative ways customers can get in contact. Or you may:
- Checklist your customer support cellphone quantity on the highest or within the footer of your website.
- 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 stay chat widget or AI chatbot.
One of many quickest methods a buyer can have their questions answered is by utilizing a stay chat or chatbot widget. The LiveChat extension provides store homeowners the choice to make use of monitoring settings to see customers’ cart particulars throughout a chat. You can provide real-time help or encourage them to make extra purchases to safe a reduction or free transport.
Simplify your return/change course of
As superb as your merchandise are, generally they aren’t for everybody. There’s nothing extra irritating than a retailer with a problematic returns and exchanges coverage, so make it straightforward for customers.
Automate your return/change course of with the Returns and Guarantee Requests extension. As a substitute of customers needing to contact you straight, they will undergo the complete return course of from their consumer account.
Relying on the form of merchandise you promote, you may determine to supply warranties on merchandise, too. You possibly can each add and handle warranties out of your dashboard and clearly define how lengthy the guarantee and return interval lasts. Letting individuals know prematurely how lengthy they need to return merchandise will minimize down on any misunderstandings.
Inform clients of order standing
Assist clients know the place their objects are within the achievement course of. Many purchasers order merchandise in hopes that they’ll come earlier than a particular date, so common updates are important to place their worries comfy.
For starters, you need to use an order standing supervisor to ship customers new emails when the standing of their order adjustments. Should you run an eCommerce store that sells customized guitars, for instance, you may add statuses for staining or engraving. As well as, you may 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 ability of a easy welcome e-mail for brand new clients. Whereas returning clients could already be aware of your five-star service, new customers don’t know what to anticipate. Get off on the suitable foot with welcome and follow-up emails after they’ve made a purchase order.
The MailPoet extension allows retailer homeowners to design eye-catching emails. Rapidly incorporate your brand, shade 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 understanding your customer support technique, take into consideration what’s going to profit them essentially the most this vacation season. Contemplate the next:
Supply reward wrapping
For busy customers, reward wrapping is perhaps simply what they should simplify their vacation reward shopping for. WooCommerce Product Add-ons permits you to add reward wrapping, personalised notes, and another customized possibility you may dream up. You possibly can cost flat or percentage-based charges on your add-ons, or provide them to your clients totally free.
Promote reward playing cards
Some customers may wish to buy reward playing cards for the extra choosy members of their households. With WooCommerce Reward Playing cards, clients can:
- Schedule their reward card supply.
- Add a private message.
- Ship to a number of recipients.
- Select a present card design to go well with the event.
Publish a present information
When you’ve got clients signed up on your e-mail listing, write up and ship out a present information within the weeks main as much as the vacations. Publish your reward information in your weblog and share it on social media.
Go the additional mile
With all the wonderful customer support you’ve offered to this point, you is perhaps pondering 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 a long-lasting impression of your store.
Should you run a boutique retailer with handmade merchandise, contemplate together with a handwritten thanks notice with every order. You might additionally embrace a shock deal with or a particular card with a reduction code for future purchases. They’ll take pleasure in your product and really feel valued as a buyer.
Are you prepared for the vacation rush?
Customer support is crucial 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 objective must be for each particular person to depart 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 non permanent staff to stability the load and create an excellent FAQ web page to present clients the solutions they want once they want them.
Hold your return course of easy and provides each order somewhat additional razzle-dazzle to make clients really feel valued. Earlier than you recognize it, January might be right here. So do your finest, present glorious customer support, and watch your corporation flourish this vacation season.