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Optimizing customer support for ecommerce during holiday seasons


Holidays are joyous times when we come out of the shackles of tedious hours at office and get back to our respites. But this season to some means the best time to attract customers inflow traffic when they optimize the most of customer support. If you are into e commerce, gear up to prepare your customer support for the great influx of customers.
Lets have a look at some of the tips to optimize customer support during holidays:
A live chat system may be used in the stores. It enables you to interact with your customers in the real time and helps you solve their queries readily without the loss of time. Customers opt for online shopping in order to avert the monotony of waiting in the queues for long. Another benefit of live chat is that it empowers the agents to manage multiple customers at a time which not only uplifts customer satisfaction but also boosts productivity of your agents. This strategy improves customer optimization in the holiday seasons when you fall short of human resources to cater to the needs of your customers.
Make yourself accessible to your customers. Besides, the live chat you may also go with emails or even phones for that matter so that you can connect with your customers and assist them in their purchases.

You can also set up a Frequently Asked Questions (FAQs) page since customers have lots of enquiries about the products they are purchasing. Building a robust FAQ page eliminates your agents spending their valuable time in answering to the frequently asked questions. All you need to ensure is that the page has relevant answers to the most commonly asked questions.

Since, there is a flurry in shopping rates during holidays, customers tend to have more questions about their purchases. Therefore, another strategy that you can keep in mind for optimizing customer support in this season is by dividing your agents according to the departments of products they are good at. An agent may not be good in learning all the products specially in large stores offering variety of products. But he may be comfortable with some specific product types. This is a good procedure to solve doubts and queries of the customers since their enquiries get sorted out instantly.

Holidays are the time when you have more leverage than any other time of the year. If you follow the right approach, you will be able to create considerable transitions in your business and achieve a better customer support. During a holiday season, small changes such as new layouts, website decks or even hiring may usher in good fortunes for your business which will keep you in the good books of your customers.

So, what are your customer support plans this holiday?


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