3. Make sure your Customer Service is manned.
On key retail days it’s essential that when problems arise your customers can get help fast. As useful and immediate as online shopping can be, it doesn’t have the interpersonal interactions with employees and experts who can help out your customers in the way that brick and mortar stores do.
This can be a huge plus for some users, however it can cause real issues when there is a problem or query that needs help directly.
This is why customer service online is just as important as in store and is crucial to the success of your e-commerce site and your brand.
Poor customer experiences are sadly much harder to forget then good ones and so making sure every interaction your customer has is a good one is important.
A lot of mistakes can be forgiven or smoothed over with prompt, clear and generous responses from your customer service. This is why on high traffic days it's important that you plan to cover a possible increase in queries and requests also.
Try to make sure contact options, or ways of requesting help are clearly marked on your site and that your users can contact you in a variety of different ways.
This could include:
- Clearly showing an FAQs page
- Having both email and phone clearly marked on your site
- Using social media effectively including facebook messenger or twitter
Having methods of contact will only work if these are manned and the person receiving the call is trained to deal with expected requests quickly and politely. They should be warm, knowledgeable and have a clear way of contacting someone with more power if a request needs to be escalated or they need further advice.
Having a good reputation for resolving customer complaints and queries really will generate its own good publicity and trust in your brand. If you can nail it on the busiest shopping day of the year, then the rest of the time should be a piece of cake.