E-Commerce Customer Service Holiday Survival Guide; 7 Tips for Customer Success in Q4
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Why we created this guide
November through January can feel like an unexpected whirlwind of craziness, especially for online merchants. There are almost ten US national holidays amidst peak shopping activity.
Further, customer service teams are commonly managing increasing volumes of inbound customer inquiries about order delays, stock outs, or various other issues out of anyone’s control. It’s usually like this, but it doesn’t necessarily have to stay that way.
Since 2017, our team at SellerSmile has firsthand experience with how the holiday shopping season can challenge online stores and their customer service operations. We failed at it many times over but we’ve also learned what works.
Instead of keeping these stress-relieving insights to ourselves, we put them out into the world in an effort to help individuals and teams in customer support make it through. It’s a detailed list of the seven most impactful holiday season tips we’d recommend for e-commerce customer service teams to survive during this and future holiday seasons.
Each tip includes three sections:
- What happens (your store may be subject to this seasonal pattern)
- Why it’s stressful (we’ll outline the pain it causes and who is suffering)
- How to survive (strategies on how to adjust to make this Q4 the least stressful and most successful yet!)
Here’s what’s inside:
- Tip #1 – Expect to Be Busy, Busy, Busy
- Tip #2 – Prepare for More Traffic, Everywhere
- Tip #3 – Allow Extended Returns
- Tip #4 – Plan for Shipping Issues
- Tip #5 – Offer Gift Wrapping & Messaging
- Tip #6 – Expect More Product Reviews and Feedback
- Tip #7 – Prepare for Replacements
- Bonus mystery tip!
As the primary author, I’m interested in making this the best guide on the topic. Hit reply with any comments, questions, or feedback.
Thanks, and keep smiling! 🙂
Tygh Walters
Co-Founder – SellerSmile