Christmas is coming, so marketing campaigns are going out in a flurry, and your customer service teams will be flooded with inquiries. Keeping your customers happy during the holiday season is essential to avoid those negative low-star reviews that ruin your e-business. Getting communication between customer service and marketing departments better, improving processes, and making employees more efficient will increase employee satisfaction. This blog provides tips for aligning your marketing activities and customer support during the holiday season.
#1 Automate everything you can
The goal of automation is to enrich human interactions, not to replace them. You can create a detailed FAQ landing page for specific campaigns and automatically send it to customers who contact the customer support team. You can enhance and expedite the user journey on your FAQ page by utilizing chatbots. By automating the FAQs with a chatbot, you'll relieve your customer support team of the burden of having to answer trivial questions. Alternatively, workflows can be automated when high-demand products are introduced in marketing campaigns.
#2 Drive efforts with data
Gathering and tracking data can help your team build and improve customer relationships, which is what every support system should aim for. The data from previous holiday seasons will help your marketing team understand what works and how support tickets have increased in percentage. Combining both sides' data will result in a more effective strategy.
#3 Provide Omnichannel Experience
Align your marketing efforts across multiple support channels. Integrate your Facebook Messenger or Instagram support channels into your social media campaign so customers won't have to leave to get in touch. Having multiple customer support channels means you won't be tied down to just one line of communication, which is great during the busy holiday season when customers are looking for answers impatiently.
Final Thoughts
Keep both departments in the loop.
Your customer support team must be able to communicate effectively if you want to handle increased demand during your holiday marketing efforts. It's your customer support team that takes care of all questions generated by a marketing campaign during peak season. To do this, support teams must be kept up-to-date at all times; they need to be aware of whether marketing is running a flash sale on shipping or massive discounts so they can respond appropriately. Make sure the two departments meet regularly to discuss upcoming plans, concerns, and questions.
DSM 2.0+ Omnichannel Support (powered by Zendesk) can help your customer support team collaborate internally effectively. Additionally, it integrates seamlessly with eCommerce sites, CRMs, and ERPs, so your team can access customer preferences, payment history, and order history to provide more comprehensive support.
Alternatively, your support team can efficiently engage with your customers with Zendesk Suite (Support, Chat, Talk & Guide). Zooloo offers a full range of Zendesk services, from sales to consulting to implementation to system integration. For sales enquiries, please get in touch with sales@zooloo.asia.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at Omnichannel Support Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
