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