Avoid the scramble of catching up in a busy season. Plan to ensure smooth sailing before the ‘season’s greetings’ decor
Posted: Tue Jan 21, 2025 3:52 am
A data visualization where green boxes list out 8 tips to enhance east timor business email list your holiday customer service strategy. The tips are listed as follows: 1: plan ahead, 2: create holiday-specific FAQs, 3: staff up, 4: employ a system to tackle the highest priority customer inquiries, 5: tap into automation and AI, 6: give agents the context they need to succeed, 7: establish collaboration norms, 8: capture feedback and performance metrics.
1. Plan ahead
The holidays feel like they start earlier every year. If you’re not planning for the holiday surge—by organizing your team, prepping your media and solidifying influencer partnerships—you’re risking the chaos of last-minute adjustments.
Consider the other milestones your agents should align with—think: key dates for holiday marketing, like Black Friday and Cyber Monday sales or the last shipping days for guaranteed holiday delivery, that may lead to a spike in messages.
Planning ahead can mean different things to different businesses. For your team, it may mean securing a budget to hire temporary holiday support staff to boost customer satisfaction (which we’ll get to.) Or creating a dedicated DACI model to align on social customer care. Or talking to the merchandising team about peak sale periods to prepare your agents.
2. Create holiday-specific FAQs
According to the 2023 Sprout Social Index™, 54% of marketers plan to use customer self-service tools like FAQs to scale social customer care. Add holiday-specific FAQs to your site, chatbots (more on that below) or even post captions so customers can find answers themselves.
A blue infographic stating that 54% of marketers plan to use customer self-service tools to scale social customer care.
No matter how many FAQs you provide, you’ll always get repeat questions. Amazon, for example, uses pre-written answers for repeat questions to save time and help its team stay less stressed during peak holiday times like Prime Day.
1. Plan ahead
The holidays feel like they start earlier every year. If you’re not planning for the holiday surge—by organizing your team, prepping your media and solidifying influencer partnerships—you’re risking the chaos of last-minute adjustments.
Consider the other milestones your agents should align with—think: key dates for holiday marketing, like Black Friday and Cyber Monday sales or the last shipping days for guaranteed holiday delivery, that may lead to a spike in messages.
Planning ahead can mean different things to different businesses. For your team, it may mean securing a budget to hire temporary holiday support staff to boost customer satisfaction (which we’ll get to.) Or creating a dedicated DACI model to align on social customer care. Or talking to the merchandising team about peak sale periods to prepare your agents.
2. Create holiday-specific FAQs
According to the 2023 Sprout Social Index™, 54% of marketers plan to use customer self-service tools like FAQs to scale social customer care. Add holiday-specific FAQs to your site, chatbots (more on that below) or even post captions so customers can find answers themselves.
A blue infographic stating that 54% of marketers plan to use customer self-service tools to scale social customer care.
No matter how many FAQs you provide, you’ll always get repeat questions. Amazon, for example, uses pre-written answers for repeat questions to save time and help its team stay less stressed during peak holiday times like Prime Day.