Download - 6 Customer Service Tips For the Holiday Rush
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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.