As the holiday season draws closer – or is it already here, who can tell anymore – , shoppers all over the world are going to be preparing to visit their favorite online retailers to take care of all their holiday shopping needs. This makes sense, beginning with the limited parking spaces and overall chaos that can be found at a mall is highly off putting to most people. The online option removes all of the screaming children, holiday music, and long lines that so deeply annoy people during this time of year.
The traffic volume to your website may come in waves of highs and lows, but knowing your website is able to function at it’s best even in the highest volume will help increase your bottom line. How can you keep your customers happy and your customer support team operating at maximum efficiency? By having a successfully integrated live chat feature that also has a self-service component on your website.
Live chat will allow you to speak with multiple customers at the same time and direct them to where they need to be in an organized, controlled manner. Here are some things you can do to make sure your live chat is optimized to handle extra customers, and generate extra revenue, this upcoming holiday season.
If You Have Data, Use It
If you used a live chat functionality last year, one of the things your customer service department should be doing is looking over the data report that was generated during the same time period last year. For starters, you will be able to see how many agents you needed on staff during a particular time, as well as how high the customer satisfaction was during this period as well. This information will be incredibly useful in planning this year’s holiday strategy. You will also be able to see if a certain type of problem was overly prevalent and come up with ways to head it off early this time around.
If You Need Extra Help, Hire a Chatbot
Another thing to keep in mind is that, if you need an extra hand on deck but cannot actually add extra members to your team for whatever reason, a chatbot is a great place to start. A chatbot can automatically direct customers to, and through, your knowledge base and help them find exactly what they are looking for in a guided and strategic fashion.
Set Goals and Then Help Your Team Meet Them
Using the data report from last year, set new goals for your team to accomplish and keep them motivated throughout the holiday season. If they need a little extra motivation, you can even turn it into a friendly competition of sorts, complete with a reward at the end for whoever helps the most customers by a certain date.
If you would like to know more about how to use self-service software to streamline and improve your customer satisfaction, contact PhaseWare today and we will be happy to answer any questions you may have about our software solutions.