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Customer experience tips for the holiday season

Jeremy DSouza
|
4
min read
Customer experience tips for the holiday season

Reduce the manual work

You don’t need to have agents typing every single message. There are more efficient ways to support your customers.

Pre-saved reply templates

Some messages just have to be sent all the time. Every time your agents have a conversation, they need to send those messages.

Why not use templates? No need to type the entire message out. Just select the template, personalize it a slight bit and it’s ready.

live chat pre-saved message templates

With Engati Live Chat, you can just click on a quick reply, tweak it slightly, and send it. It’s quick, it’s easy, and it sure is convenient.

Automation

You’re going to be flooded with support requests during the holiday season, but you don’t need a human to handle every one of them.

An intelligent chatbot can handle about 80% of your customer queries. It’ll certainly help you resolve customer issues much faster. But it will even give your agents the space they need to take care of the more complicated requests in a better fashion.

Open up more channels

Make it easier for customers to reach you. Be accessible on the platforms your customers spend more of their time on.

With the Engati digital CX platform, you can support your customers over 14 chat platforms. WhatsApp, Facebook Messenger, Twitter… wherever your customers are, you can be there with Engati.

Empower your agents

Why would you want to stop your agents from doing more for your customers?

Sure, you might save a little money. But look at the big picture. Look at the opportunity cost. Go out of your way for your customers and they’ll be loyal to you. Their lifetime value will increase exponentially.

Give your agents the power and freedom to do more for your customers. 

In fact, you need to encourage them to do more.

I love expanding on Netflix’s rule, ‘Do what’s in the best interest of the company.’

Here’s my spin on it, 

“Do what’s in the best interest of the company and the customers.”

Pre-emptive damage control

 By now, customers expect you to resolve their issues fast. If you’re looking to create a fantastic impression though, you’re going to need to be a bit more proactive.

What if you could solve customer problems before they even told you about them? What if you could turn a potentially negative situation into a positive one?

Pre-emptive acknowledgment

Try to identify problems before the customer tells you about them. Now, assure them that you’re aware about the issue and are working on it.

Now they’re reassured and know that you’re not just reactive, you’re really looking out for them.

Setting expectations

Without clear expectations, all you have is anxiety. If your customers know how long it will take for you to reach they or rectify an issue, they’ll have greater confidence in you. 

To illustrate this, let’s take an example from Colin Shaw. His team noticed that when a company told customers that they should get a delivery in 4-5 days, 76% of customers would call back before that. 

They were anxious. They’re weren’t sure whether they’d get the delivery on time.

All Colin’s team did was get the agents to say, ‘You will get your delivery in 7-8 days’.

They set clear expectations. Changing ‘should’ to ‘will’ reduced the customers calling back from 76% to 6%.

Be clear about things.

If you’re using live chat, set up a launch screen to show your customers how responsive your agents are. Make sure they know how long they’ll have to wait, if they have to wait.

live chat launch screen


Make the purchasing process easier

The easier it is to make a purchase, the less support requests flow in. 

When I suggested opening up new channels, that wasn’t restricted to support channels. You can also use them to drive sales. 

Conversational commerce is blowing up and its time for you to get in on it.

Engati makes it simple. We let your customers make purchases right over the channel they’re chatting with you on

Messenger, WhatsApp, Telegram; you can use them all to display your catalogue and make conversions happen.

No more navigating through your website or downloading your app. We’re making e-commerce convenient right here.

Integrate your chat system with your CRM

Make your support processes smooth. Integrate your chat systems with your CRM, ticketing platform and other enterprise systems. Streamline everything so you have all the information in place - from past purchases to conversation history, you’ll have it all in one place.

Take care of your team

Your support team is flooded with requests and working their back off during the holiday season. Show them a little extra gratitude. Make it clear that you appreciate them. Do something special for them.

As Jessica Nobel says, EX and CX are in a virtuous cycle. They feed off each other.

Get the best chat platform

It’s time to put the systems in place to treat your customers right. Try out Engati Live Chat + automation today, no credit card needed.

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